Arlene Phillips Montalvo

Collaborated with cross-functional teams to gather requirements, create design wireframes, and engage stakeholders. Conducted research on features and customer feedback to ensure optimal design solutions. Managed projects within budget, while effectively grooming and prioritizing product backlogs.

• Led projects from inception to completion, ensuring timely delivery of high-quality products.
• Built strong business partnerships with internal and external stakeholders to foster lasting relationships.
• Advocated for Agile and Scrum practices to drive rapid iteration and continuous feedback.
• Established KPIs to measure product success and guide future development decisions.
• Collaborated with design teams to create wireframes using Snag-it and Figma, shaping the product's visual direction.
• Defined new feature requirements and documented them as user stories in JIRA.
• Created, managed, and maintained project artifacts in Confluence to support knowledge sharing and team collaboration.
• Conducted market research to analyze industry trends and the competitive landscape.
• Provided strategic guidance on technical solutions that align with overall product goals.

Led two teams—Chat and Executive Relations—comprising 20 members, overseeing performance and handling high-level escalations. Ensured exceptional customer service delivery while coaching the team to consistently exceed key performance metrics. Successfully mentored six team members who advanced into leadership roles.

• Collaborated with senior management on high-profile escalations, guiding my team to successfully resolve issues in compliance with complex federal or regulatory commission guidelines.
• Collaborated with other departments to resolve customer issues quickly and efficiently.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Developed strategies aimed at increasing overall satisfaction levels among customers who interacted via chat.
• Coordinated with marketing team members to create promotional campaigns targeting customers through the chat platform.
• Developed and implemented strategies to improve customer service quality and performance metrics.
• Assigned work and monitored performance of project personnel.

Managed multiple large-scale, complex projects simultaneously, consistently meeting tight deadlines. Contributed to the development of strategies to improve cross-departmental productivity. Facilitated system enhancement requests and provided training to new team members on utilizing these improvements effectively.

• Played a key role in collaborative projects and independently executed initiatives that collectively generated millions in revenue throughout the contract period.
• Directed daily operations of our department, coordinating interdepartmental project activities.
• Maintained records of all activities associated with each project including deliverables, timelines, and costs incurred.
• Facilitated business operations by generating project status reports for corrective action.
• Assisted with long-range planning by recommending technological application programs.
• Coordinated with cross-functional teams to ensure successful completion of projects on time and within budget.
• Facilitated meetings between internal teams, vendors, and clients to discuss project progress and resolve issues.

• Executive Relations Analyst
• Workforce Management / Online Supervisor (dual role)
• Customer Service Manager
• Business & Government Customer Operations
• Continuity Marketing