Hillary Swan
Raleigh,NC
Summary
Position providing opportunity for personal growth, which utilizes, expands, and builds up on my skills as a professional individual. Well-qualified product management professional familiar with Agile and scrum systems and how to effectively manage product development timelines. Effective at making important team decisions focused on moving products through planning, pre-production and production phases.
Overview
18
18
years of professional experience
Work History
Product Owner
RegEd
Raleigh, NC
03.2020 - Current
- Active Product Owner and Business Analyst of Agile Scrum teams.
- Create sprint plans, track progress, and communicate project status to stakeholders.
- Maintain a clear vision of the product by regularly communicating updates across departments.
- Collaborated with stakeholders, development teams, and business users to define product features.
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Conducted interviews with subject matter experts to gather information on existing systems and procedures.
- Managed multiple tasks simultaneously by prioritizing activities based on deadlines and importance.
Product Support Specialist
RegEd, Inc.
Morrisville, NC
10.2014 - Current
- Respond to non-routine inquiries through phone or e-mail contact with customers and prospects about the Xchange application’s features and functioning
- Recreate and troubleshoot application issues
- Use a computer system to track information, questions, answers, and product orders
- Promote and maintain positive customer relations utilizing Service Excellence techniques
- Participate in customer calls to discuss production issues and processes where required
- Maintain defined productivity and accuracy rates in order to meet RegEd’s high service quality standards.
Processing Specialist
National Flood Services
Lakeland, FL
02.2014 - 05.2014
- Processed incoming endorsement to be made to current Flood Insurance policies
- Processed requests based on the Standard Operating Procedures and in accordance with FEMA regulations and guidelines.
Administrative Team Lead
Stoneriver RegEd, Inc.
Morrisville, NC
03.2011 - 02.2014
- Collaborate with account managers and client coordinators to resolve escalated client/agent issues
- Assist with implementation of new RLS clients
- Monitor the daily assignments of the RLS Admin Team
- Pull Adhoc reports from Xchange on a regular basis
- Assist monthly with the completion of the RLS billing process
- Ensure proper execution and completion of all email and phone requests received by Admin team within 24 hours.
Licensing and Registration Specialist
Stoneriver RegEd, Inc.
Morrisville, NC
11.2010 - 03.2011
- Performed routine but varied clerical duties requiring judgment and knowledge of office procedures
- Adhered strictly to compliance and operational risk controls in accordance with company and regulatory standards, policies and practices
- Followed-up with client agents in order to obtain deliverables required to process requested transactions
- Managed daily work assignments, and perform other duties as required
- Processed incoming and outgoing mail and emails
- Completed transaction requests received by client coordinators and insurance agents to perform such tasks as initial licensing and license renewals
- Entered transactions and billing information into internal database.
Cashier/Merchandise Specialist
Sears
Morrisville, NC
10.2006 - 10.2007
- Performed cash transactions such as; purchases, returns, and opening credit accounts
- Contributed to exemplary front end customer service
- Merchandised according to plan-o-gram
- Restocked and cleaned daily.
Education
GED Program Graduate -
Wake Technical Community College
04.2009
Skills
- Requirements Elicitation
- Product Backlog Management
- User Story Creation
- Agile Methodology
- Product issue resolution
- Scrum Methodology
- Business Analysis
- Training and Onboarding
- Excellent Communication
- Customer Relationship Management
- Reliability
- Attention to Detail
- Jira
- Azure DevOps
- Microsoft SharePoint
- MS Office Suite
Functional Summary
- Proficient in Microsoft Excel, Word, Outlook, SharePoint, Xchange
- Experience using fax, scanner, and copier
- Excellent Customer Service and Client Communication skills
Timeline
Product Owner
RegEd
03.2020 - Current
Product Support Specialist
RegEd, Inc.
10.2014 - Current
Processing Specialist
National Flood Services
02.2014 - 05.2014
Administrative Team Lead
Stoneriver RegEd, Inc.
03.2011 - 02.2014
Licensing and Registration Specialist
Stoneriver RegEd, Inc.
11.2010 - 03.2011
Cashier/Merchandise Specialist
Sears
10.2006 - 10.2007
GED Program Graduate -
Wake Technical Community College
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