Jennifer Tillis

• Certified SAFe Product Owner for offshore and onshore Scrumban and Kanban teams comprised of front-end developers responsible for UX or UI web design and maintenance, AEM developers who design, develop, and test software using Adobe Experience Manager and QA team in charge of testing stories and regression and automation testing for website.
• Responsible for refining, building, and maintaining Team Backlog consisting of user stories, defects, and product enhancements to streamline execution of priorities.
• Create and gather Feature requests, define, and implement Stories, and accept Stories as done using Jira.
• Facilitate meetings for daily Standups, Backlog Refinement, Iteration Planning and Team Demos.
• Participate in Retrospective, weekly PO sync meetings and PI Planning.
• Supports the team by working towards removing obstacles, communicating business vision and goals while promoting constant feedback.
• Identify and communicate project dependencies with other teams.
• Schedule and implement 2-3 releases per week using Dimensions.

Managed team of six Supervisors and 150 CSRs for Chat and Inbound Contact centers, responsible for new service requests, upselling existing accounts, billing inquires and account maintenance, credit and collections and compliance.

Web Sales and Care Supervisor

Launched Boise Consumer Chat Center and managed team of Represented Consumer Agents responsible for exceeding productivity targets, compliance, and customer satisfaction.

Small Business Supervisor

Managed team of Small Business Agents responsible for customer satisfaction and retention and acquisition of products and services involving wireless, data and voice technology.

Drove sales productivity and customer satisfaction within the T-Mobile Retail Partners Sales (RPS) channel through sales promotion and consultation with management and employees at assigned RPS account locations.

Managed three stores over a four-year period including locations in Carlisle, PA, Greenville, NC and Gardner, KS. Staffed, managed and trained team of fourteen Consultants responsible for providing telecommunications products and services to residential and business customers including voice, high speed internet, wireless and Dish Network satellite TV.

Managed sales and service calls from BellSouth’s residential customers involving wireless, data and voice technology and products by providing leadership for all day to day call center operations which included leading, managing and developing 8 direct reports and indirect reports of 120 Represented associates.

Contact Center Supervisor

Coached team of 30 Care Consultants on all aspects of job including attainment of productivity, sales objectives, customer call handling policies and resolution procedures.