| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidate A a f leD R E W iF oL E cel l : ( PHONE NUMBER AVAILABLE
N ischma n@gma l. c m I SC H M A
P roduct M anager / Business Analyst
10 years of experience analyzing and optimizing user interfaces
and identifying and exploiting business opportunities
by working directly with business stakeholders and technical developers
to produce and communicate requirements, designs, usage patterns and
r ecommendations
WO R K E X P E R I E N C E
E xpedia I nc. , Bellevue, WA Product Manager Sept 2015 March 2017 (19 months)
Led cross-functional team through program of updating voice channel technology (the agent
desktop including soft phone, etc) from a desktop application into a web app
Cor ralled all stakeholders by clearly defining the business problem, laying out
v arious solutions, and working closely with the business representatives and
t echnical development teams to balance what was needed (wanted) with what was
possible
Used data from usage patterns, surveys, interviews, and agreed-upon requirements
a nd goals to envision the new tool and drive its design and adoption with my U I / UX
design partner, product management peers, across the wider Product team, and
u ltimately with customer ops org as a whole
Guided business and tech teams as f oundations were laid for a broader integration
between all customer service contact channels using this new web-based tool as a core
component
Led my business organization (Customer Ops / Service) as part of a corporate-wide initiative
(including major brand leaders, Payment Processing org, account / tax teams, and others) to
reintroduce a major point of sale, completely revamping our existing customer service channels
and processes
Spearheaded the communication and actual design of several approaches to
p roviding customer service for I ndian customers given the count rys unique
r egulatory framework and the various telephony platform changes we would need to
u ndertake as part of this project
Presented various proposals, and illustrated (in many cases, literally) problems,
r isks, solutions and alternative approaches to leaders from business, product /
t echnology, and the global project management team coordinating the corporate-wide
e ffort
Led communications with 3rd p arty vendors to understand int r icacies of foreign
r egulatory framework, make decisions as to what work we would do in house and
w hat we would contract out, and then finally to communicate high- and low-level
r equirements and designs for the various components that needed to be implemented
Developed process for A/B testing within the customer service voice channel, executed various
tests, and provided detailed analysis to all stakeholders to drive better understanding of the
channel and implementation of improvements
Guided development team during implementation to allow random groups of
customers calling into our system to experience alternative versions of I VR
Designed and executed tests for minor prompt changes and assessed impact to
customer satisfaction and system efficiency
Communicated test results and conclusions to broader product / tech teams and
b usiness representatives to adjust the I VR system based on the winning tests
E xpedia I nc. , Bellevue, WA Sr. Voice Solutions Analyst Dec 2014 August 2015 (9
months)
T ranslated requirements from business representatives into functional requirements and design
specs for customer service voice channel
Implemented phone channels as per agreed upon designs, deployed and tested them
i n production environment
Analyzed usage of all customer service contact channels to monitor performance,
r eact to issues in real time, and provide feedback to business representatives with
a nalysis and recommended optimizations
Managed telephony platform upgrades across the world and worked with business
representatives to take advantage of new capabilities
T raveled to domestic and international call centers to be on the floor while
agents migrated to new platform and tools and t roubleshoot any issues as needed
Tested new platform in preparation for launch and engaged with agents and all
other stakeholders to help them understand all relevant changes while on site at
v arious call centers
Optimized agent / call centers costs by leading cross-functional teams on projects
t hat changed call routing schemes to allow different pools of agents to take different
t ypes of calls
I ncreased efficiency of customer service voice channel by working with product managers,
business representatives, and development teams to improve the IVR / routing platform
Coordinated changes to I VR ID flow (the set of prompts / questions used to
i dentify the caller) to improve system efficiency and caller satisfaction
Helped to design, record, and deploy new prompts as part of initiative to add new
f unctionality (air void) to existing I VR
Solved recur ring issue of keeping hundreds of prompts in dozens of languages /
personas used on our global I VR platform in sync and properly organized by scripting
a custom validation tool that was both useful in its fi rst iteration, and also
continually updated and enhanced, providing a valuable foundation for a process that
t he team continued to use even after I moved on
E xpedia I nc. , Bellevue, WAUser Experience Analyst (contractor) May 2014 Nov 2014 (6
months)
Established plan to report on, analyze, and optimize the existing IVR system from a U I/UX
perspective in two phases, assessment and then testing, which includes conventional usability
testing / focus groups, and also A/B or champion/challenger testing on production systems (test
and learn)
Developed reporting framework to calculate all metrics during the Assessment and Testing
p hases
E xtracted raw data from Cisco Unified Customer Voice Portal (CVP) reporting
t ables by r unning SQL against a Hadoop-based data warehouse
W rote Perl scripts to parse SQL extract and generate tables, graphs, various other
met rics and lists, and finally an aggregate Dashboard
U t i l i zed M icrosoft Offices macro (VBA) functionality to format Dashboard and
c reate derivative charts and graphs
Provided executive-level updates on the overall plan, progress, findings, recommendations
and status of the user behavior analysis based on the output (tables, charts, and graphs)
generated by the reporting framework
Delivered comprehensive Documentation providing
t argeted met rics and detailed explanations of the cur rent state of the I VR software
r ecom mended changes that outline an envisioned a future state of the application
w ith predicted improvements to the targeted metrics (RO I)
procedures for testing and evaluating the effect of proposed changes
N uance, M a h w ah , N J Speech Scien ti st / B usiness A nal y st June 2006 Dec 2013 (7+
years)
Reduced call cen t er costs f or clien ts by m aximizing caller con t ainmen t and sati sf action
t h r ough anal y sis of usage dat a
M ana ged t he collection of r a w d a t a f r om i ndividual user experience logs
P a r sed, or gani zed, loaded , st or ed, a n d a nal y zed d a t a t o ext r act usefu l m etric s usin g
P erl , SQL ( usuall y w ith a M ySQ L D B) , a n d p r opri et a r y j av a-based soft w a r e
D esigned a n d i mpleme n t ed b usiness-l ev el d efinition s cat egorizin g r a w d a t a t o
per f or m cr oss-indu st r y comparison s of K ey P er f ormanc e I ndi cat or s ( KPIs)
S t r engthened r elat ionshi ps w ith st ak eholder s (both i n t ernal and ex t ernal) by pr eparing and
deli v ering w ell planned pr esen t at ions w hich r educed massi v e amoun ts of dat a and compl ex
definitions and segmen t ations i nt o easy t o u nder st and and useful action i t ems
P r ovided d et ailed r eports, ex ecuti v e l ev el summaries, specific r ecommend a tions,
a nd gener al guidance based on a nal y sis of r a w d a t a
D emon st r a t ed h ow user s i n t er act ed w ith t he I VR sy stems w ith t ools l i k e M S V isio
i n or der t o p r esen t findings, i llumin a t e m issing modules, a nd show possible
i mp r ov emen ts
I ncr eased pr oductivity by i den t i f ying opportunities t o i mp r ov e pr ocesses, m ethods, and t ools,
t hen t ook the i ni ti ati v e t o design (and i n some cases i mplemen t) t he i mp r ov emen ts
Spearheaded a n ew m ethod of soft w a r e usage a nal y sis w ith a gr aphi cal, sta t e
t r ansition- b ased t ool
(using .gr aphML a nd y E d) a ll owing v isual demon st r a tions of aggr ega t e usage
D esigned p r ot otype of f r on t -end i n t er f ace f or a K P I D B a ppli cation t o e nable
loading a nd v i ewing i ndu st r y standa r d m et rics of a ll depl oy ed I VR sy stems
D ebugged a nd t hen compl et ely r e-w r ot e a n X M L-based a ppli cation i n V B A t h a t
gener a t es a d et ailed design docume n t b ased on a d a t a model sa ving coun tless hou r s
of m anual en t r y
Additional Skills and Exper ience
Product / Project management and business analysis
Agile F ramework / Scrum Alliance certified, J IRA, Confluence
M S Office (Word, Excel, Powerpoint, Visio, VBA)
Reporting tools: Tableau, PowerB I, pivot tables (Excel cubes)
Technical capabilities used at Nuance and Expedia in various capacities
SQL, Linux / Unix, Perl, XML, FTP
d ata manipulation (ETL) and analysis
Technical capabilities used for independent projects
January 2014 May 2014: website building with H T M L, Javascript, CSS, P HP
A pril 2017 -- present : app building with Swift (Apples proprietary language for
i Phone apps)
E D U C AT
ION
R ensselaer P ol y t echni c I n stitu t e, T r oy , N Y M ay 2007
M S i n I n f orm ation T echnology - Concen t r ation i n H uma n Compu t er I n t er action
Carnegi e M ello n U ni v er sit y , P ittsbu r gh, PA M ay 2005
B S i n B usiness Admini st r ation - Concen t r ation i n Computin g and I T
|
