Tulsa, Oklahoma, United States
Serving as Product Manager and Product Owner in an agile development framework to continually improve the ease of use of applications including Customer Relationship Management Software Salesforce as well as Electronic Signature, File Sharing, and Document Storage to provide ~1,000 employees in the Wealth Management Division a digital experience that enables them to deliver exceptional service to clients of BOK Financial.
• Reporting to the COO ( Chief Operating Officer) of Wealth Management • Responsible for leadership of cross functional teams to strategize, plan, and execute a variety of programs such as process improvements and change management initiatives
Driving operational excellence by finding ways to improve processes to increase customer satisfaction and productivity • Eliminated manual order entry for promotional items by programming CATT to create SAP orders in batch with a click of button. Worked on a team to develop a work flow management tool to manage sales promotions more efficiently • Lead a project to eliminate manually fulfilling invoice reprint requests that customers place on Hilti’s Website through automation by utilization VB scripting to access SAP. • Designed MS Access database to collect and analyze meta data for all incoming calls to the Customer Service Center from the field. Data is used to drive change management towards increasing utilization of self-service tools designed specifically for the field such as smart phone apps • Maintained and troubleshoot automated solutions such as SMS text message notifications for sales representatives. SMS informs sales representatives about any status changes on orders they have placed.
DROVE THE EXECUTION OF A NEW B2B SERVICE STRATEGY • Cascaded strategy objectives down by meeting with leaders in engineering, logistics, finance, IT and marketing • Increased alignment and awareness of service strategy objectives within the first month • Build a database to gather and maintain information about 60+ service offerings in categories such as engineering services, technical library (e.g. LEED, MSDS, BIM, CAD drawings, submittals), software and apps, equipment leasing, and inventory management • Worked with cross-functional teams to develop KPIs, SAP item numbers, and standards for CRM reporting for each service • Revamped ~ 25 Catalog Pages for Hilti Service Offerings Section in the Hilti North America 2015 Print Catalog by gathering and editing input from multiple departments and the branding team. Suggested and successfully added QR Codes to all Service Pages.
PROVIDED INTELLIGENCE ON COMPETITORS AND MARKETS IN THE COMMERCIAL CONSTRUCTION, CIVIL AND ENERGY INDUSTRY • Revamped “Market Research Intranet Site” e.g. started a news feed and posted on average 10 news articles each month over 2 years resulting in increase of average monthly unique visitors to intranet site from 1 to 150 • Published 30-40 page report every quarter over 3 years about market trends and competitor updates and raised overall organizational market knowledge • First in the company to use social media to supplement sourcing market information leading to invitation by the Global Headquarter for me to present best practices to all other market research analysts company wide • Earned subject matter expert status for all ad hoc market information requests small or large • Presented to the CEO and the Board annually findings regarding a specific market topic, created 50-100 power points for pre-read, presented 10 summary power points, and took questions in Q&A session • Collaborated with ~15 Product Managers for the annual evaluation of market size and market share for 95 product lines • Managed 10 months project to collect and review product data for 6,000 items and loaded product data to Stibo for system integration with SAP and Hybris in collaboration with product management, legal, brand and IT. Improved product database by discovering significant data integrity issue through regression testing
MANAGED WALGREENS PHARMACY AND STORE • Supervised 20+ employees including cashiers, cosmetic desk, photo center and pharmacy personnel • Managed inventory by analyzing historic sales data, taking weekly on-site inventory and using knowledge of upcoming sales • Increased employee retention by 70 percent by effectively catering to the diverse needs of a multi-generational work force
DEVELOPED AND OPERATED A START-UP GOURMET COFFEE AND PASTRY BUSINESS • Increased revenues by revamping menu and store hours • Lowered cost by re-negotiating rent and making changes to work schedules of employees • Initiated and conducted customer survey to provide recommendations to start-up owners • Start-up owners were able to successfully sell the business in 2009 due to my initiatives that increased profitability of the business significantly
MANAGED COPY CENTER INSIDE OFFICE SUPPLY STORE • Consulted customers on Design of Business Logos, Business Stationary, Business Cards and Flyers • Multiple times awarded “Employee of the month”