Jennifer Sapp

I am accountable for managing multiple digital projects simultaneously on Frontier.com. As an experienced Product Owner and Squad owner, I'm a very motivated leader who thrives on teamwork and is compassionate about bringing high-quality digital products from ideation to production.

• This has been accomplished by working closely with cross-functional teams unique to each project. My squad comprises a business analyst, multiple developers, and testers. We work alongside other impacting development teams, such as UX, product marketing, legal, security, and regulatory.
• I respond quickly, research, and facilitate questions to ensure projects remain on track. I am also proactive and course-correct when needed to provide the best online experience for our customers.
• I have extensive experience in quarterly roadmap planning, using analytics to drive our success, and writing requirements for initiatives, epics, features, and stories using Jira.
• During my tenure at Frontier, among many accomplished projects on Frontier.com, I've specialized in redesigning the online chat program, the registration and sign-in process, and customer account management functionality.
• I've also successfully deployed the sales initiative to enable existing customers to self-serve and purchase Frontier products within their accounts on Frontier.com. This includes customers upgrading their fiber internet speed online, subscribing to various value-added services, and showcasing special offers and promotions. This has been my role for two years, and I'm ecstatic and proud of the ongoing growth in managing your account easily online.

Managed the online chat program from 2006 to 2016, bringing online chat from its early stages on Contact Us to strategic placement throughout Verizon.com. This reduced costs and drove revenue for the company by enabling agents to manage multiple customer contacts at one time and kept customers in the venue of their choice.

Performed dual roles in managing the customer-facing application with high demand and became the SME for the solution. Partnered with vendors, such as LivePerson, to launch the chat program and then assisted in bringing the chat solution in-house using a proprietary software application to deliver chat design and functionality, saving the company significant vendor costs.

• Overall product management included:
• Creating road maps to ensure effective planning and growth.
• Gathering requirements and documenting specific enhancements and features.
• Collaborating with cross-departmental teams to ensure compliance.
• Conducting focus groups with chat agents, whose direct feedback to leadership was crucial in shaping strategies and promoting a customer-centric approach.
• Staying updated with industry standards and applying the best practices that effectively serve our customers and increase sales.
• Analyzing metrics to identify trends, gaps, and successes.
• Delivering executive presentations and training on new initiatives.
• Evaluating co-browsing vendors and implementing solutions to enhance the chat program across various areas of Verizon.com.
  
  
  Certified Usability Analyst
  July 30th, 2008
  CUA Certification Number: 2008-1781
  Human Factors International