Carmin Coronado

· Trained and led a team of 12 internationally outsourced SBAs and BAs to successfully launch various Auto Dispositioning products despite compressed timelines and budgets

· Mitigated language, cultural, and communication barriers by providing bilingual services and launching deliverables to account for the increasing Spanish-speaking customer base that made up approximately 25% of the overall customer base

· Conducted proactive risk assessment and cost benefit analyses to maximize project effectiveness with resource, budget, and timeline limitations

· Utilized Smartsheet to manage tasks and timelines and communicate progress to key stakeholders as milestones were reached to ensure on-time delivery of products

· Ran query correlation analysis and variance analysis reports, in Nexidia, to maximize query coverage and minimize overlap of the data to increase efficiency of project execution

· Reported system issues via Jira tickets to reduce negative impact to project timelines

· Utilized MS word, excel, and PowerPoint to communicate task processes, analyze data results, and preview the product progress with external stakeholders

· Gathered and implemented feedback from end-users, as part of the Agile approach, to optimize utilization and KPI improvement of the Auto Dispositioning and QA products

· Analyzed business KPI trends post-launch on Tableau and Jira to quantify the positive impact each product launch had on the corresponding LOB over time

· Utilized Nexidia to build Quality Central (QA) tools composed of speech queries that aligned with LOB compliance, achieved KPI goals, and fulfilled client satisfaction

· Provided actionable insights across departments to improve average handle time, sales yield, and customer experience

· Collaborated and reviewed business requirement documents, with project managers, to understand project scope, departmental processes, and achieve deliverable expectations

· Conducted speech query quality testing to verify functionality, maximize client acceptance, and provided refinement opportunities when necessary