Alyssa LeNoir
Chicagoland Area
Summary
Results-driven Product Owner with over 15 years of expertise in customer technology and telephony systems, specializing in Natural Language Processing and cloud migration. Proven track record of enhancing customer experiences through strategic data analysis, and innovative solutions. A visionary leader, skilled in fostering collaboration within teams, to optimize outcomes in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IVR Product Owner
Nisource
03.2021 - Current
- Collaborate with business and technology teams to share the product vision by maintaining and prioritizing the product backlog.
- Executed data acquisition and evaluation to optimize customer solutions.
- Perform User Acceptance Testing on all IVR changes and enhancements.
- Lead the business owner on the IVR Refinements Project to migrate to the cloud.
- Articulated the product vision and user stories in a way that is clearly understandable to development teams.
- Skilled in UI/UX development paired with understanding of Agile processes and Scrum strategies.
- Defined product vision, strategy, and roadmap in alignment with company goals.
- Identified risks associated with product initiatives and proposed mitigation strategies.
- Conducted market research to understand competitive landscape and trends in the industry.
Contact Center Team Leader
NIPSCO
02.2018 - 03.2021
- Manage a team of remote agents across the service territory. Expanding the AHA program, fulfilling business standby duties, and overseeing all operations for running the call center's daily operations, while promoting a customer-focused culture and maintaining core KPIs.
- Spearheaded weekly technology deployments for the Care Center.
- Ensure compliance with bargaining agreements for clerical union employees.
- Coach and develop customer service representatives to meet call center metrics.
- Collaborate across the organization to resolve customer issues.
- Lead various contact center modernization projects: VDI, Windows 10 migration, Virtual Hold, NICE upgrades, and Nuance IVR implementation.
Customer Contact Specialist
NIPSCO
01.2016 - 02.2018
- Efficiently managed call flow and scheduling of services.
- Exercise good judgment when reviewing accounts and resolving customer issues.
- Intake and submit priority orders for gas and electric emergencies.
- Identify and assess customers' needs to achieve satisfaction.
- Maintain high quality assurance scores and contact center metrics.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Health Care Administrator
Take Care Health Systems LLC
, IN
11.2012 - 12.2015
- Maintained awareness of government regulations, health insurance changes and financing options.
- Conducted regular staff meetings to discuss safety protocols and quality assurance initiatives.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Recruited, hired and trained new medical and facility staff.
- Kept informed of advances in medicine and computerized diagnostic and treatment equipment.
- Implemented updates and improvements to electronic health records systems to optimize patient care.
Education
Bachelor of Science - Health Services Management
Indiana University
01.2015
Skills
- Product Management
- Agile methodologies
- User Acceptance Testing
- Market research
- Customer experience
- Cloud migration
- Natural Language Processing
- Product vision
- Communication skills
- API integrations
- JIRA
- Team leadership
- Software development fundamentals
- Technical acumen
- Data-driven decision making
- UI/UX development
Accomplishments
- Migrated the enterprise wide Contact Center technology ecosystem from on premise to cloud, applications include Genesys, Nuance IVR, Omilia IVR, NICE, VHT
- Deployed an enhanced conversational IVR system that handles 9 million calls annually.
- Mobilized a 'SWAT' team to identify customer pain points with the IVR and quickly implemented changes to gain an increase in customer satisfaction score to achieve company OKR.
- Expanded the Contact Center’s At Home Agent program in response to the pandemic by deploying multiple home agents in record time
- Managed the Customer organization's enterprise wide operating system upgrade by collaborating with IT to successfully deploy within a strict timeline.
- Manged the implementation of electronic health records and migrating all patient data into new electronic format
Courses And Affiliations
TDDT Participant (2022), Inclusive Leadership Training, Stepping Up to Leadership (Cohort 15), SMS Facilitator Training, Delta Sigma Theta Sorority, Inc., AABE National Utility Organization, LEAD ERG State Liaison, National Society of Leadership & Success
Certification
- Certified Scrum Product Owner, CSPO
References
References available upon request.
Timeline
IVR Product Owner
Nisource
03.2021 - Current
Contact Center Team Leader
NIPSCO
02.2018 - 03.2021
Customer Contact Specialist
NIPSCO
01.2016 - 02.2018
Health Care Administrator
Take Care Health Systems LLC
11.2012 - 12.2015
Bachelor of Science - Health Services Management
Indiana University
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