Summary
Overview
Work History
Skills
Timeline
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Barrett Justice

Barrett Justice

Charleston,WV

Summary

Adaptable and inquisitive individual with a proven track record of delivering exceptional customer service across various escalation channels. Skilled in product management using Agile development methodologies. Possessing excellent written and oral communication skills, Excels at handling sensitive issues with empathy, active listening, and effective problem-solving. Additionally, I have technical expertise in Salesforce.com, advanced Excel knowledge (including formulas, charts, and VBA), Sharepoint, basic HTML knowledge, command line scripts, as well as JIRA development and roadmap planning.

Overview

18
18
years of professional experience

Work History

Product Owner

CareFirst BCBS
01.2022 - 07.2024
  • Worked with an external Salesforce team to implement a better and more streamlined Customer Service tool and to combine all existing tools to align all lines of business into one platform.
  • Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
  • Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
  • Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
  • Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
  • Owned and prioritized product backlog.
  • Oversaw user acceptance testing for each line of business to ensure that the platform met the needs of each line of business.

Data Analyst

Agent Pipeline
11.2020 - 01.2023
  • Produced daily reports using advanced Excel spreadsheet functions.
  • Used statistical methods to analyze data and generate useful business reports.
  • Managed large-scale databases to ensure timely access to critical information for key stakeholders.
  • Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.

Product Manager

Ticketmaster
12.2019 - 07.2020
  • As the Product Manager for Ticketmaster's North American Salesforce implementation of Service Cloud, I was responsible for working with our Contact Center Leadership and Operations Teams as well as our Global Contact Center Development team to drive efficiencies in common work flows used by our agent groups and administrative staff, improve the usage of the platform, deliver strategic projects that require cross functional development
  • I was also responsible for assisting our end users with questions, coordinating product releases and staff training as well as maintaining a continuous feedback loop with end users and key stakeholders.

Consumer Support Mgr.

Ticketmaster
10.2006 - 11.2019
  • My primary responsibilities as the Consumer Support Manager required managing a team of 13 individuals whose primary job duties include responding to Customer Service inquiries on Social Media, resolving past date refund complaints, responding to Attorney General & Better Business Bureau complaints, resolving escalations sent to our CEO, President, and other executives, process all incoming mail, handling written correspondence, and resolving other high level customer service inquiries.

Skills

  • Agile Project Management
  • Microsoft Office
  • Basic Scripting (VBA, VBS)
  • Product Development
  • Creative and Innovative
  • Training and Onboarding
  • Data Analytics
  • Staff Management
  • Social Media Platforms
  • Content Development
  • Brand Messaging

Timeline

Product Owner

CareFirst BCBS
01.2022 - 07.2024

Data Analyst

Agent Pipeline
11.2020 - 01.2023

Product Manager

Ticketmaster
12.2019 - 07.2020

Consumer Support Mgr.

Ticketmaster
10.2006 - 11.2019

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Barrett Justice