Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
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Kimberly A. DiFilippo

Neptune Beach,USA

Summary

Accomplished Sr Product Manager with a proven track record, leading Salesforce CRM unification and Agile methodologies implementation. Expert in Product Management and adept in fostering client relationships, demonstrated by successfully increasing user base and reducing manual processes. Recognized for exceptional leadership and strategic vision, enhancing operational efficiency and stakeholder satisfaction.

Overview

32
32
years of professional experience

Work History

Sr Product Manager- Salesforce CRM Sales and Marketing

Paysafe
Jacksonville, FL
04.2023 - Current
  • Led unification and migration of three Salesforce Instances into a single platform
  • Managed team of 9+ offshore developers supporting all business units across all B2B business lines
  • Successfully migrated Petroleum organization business fully into platform ahead of deadline
  • Ongoing implementation/education of Agile/SAFe methodologies through all client groups and peer team
  • Increased trust and transparency with clients and stakeholders enabling CRM team to gain agreement to restructure processes and merchant boarding and communication
  • Vended application solutions and external consultants’ liaison to internal process owners because of demonstrated process knowledge and client and customer relationships
  • Successfully completed business unit processing system redesign with 3 weeks’ notice in 6 months, ahead of schedule, while maintaining current road map and requirement gathering while in development

Capital One- Agile Delivery Lead SAFe/ NCR- Product Owner SAFe

Cognizant
Jacksonville, FL
09.2021 - 04.2023
  • NCR Lead for 3 Cognizant Development Teams through SAFe Agile ceremonies across multiple business lines
  • Requested by Capital One to lead two additional Capital One internal development teams
  • NCR- lead UI development team in redesign and rebuild of end to end upgraded Point of Sale system for largest business line
  • Received numerous commendations and recognition for performance
  • Capital One- Agile Delivery Lead/SCRUM Master/Product owner for 2 Cognizant Dev teams and interim lead for 2 internal teams spanning multiple functions across organizational wide back-office system enhancement
  • Again, received multiple commendations for performance

Client Delivery Technical Manager- Product Manager/Client Relations Specialist

Fortegra
Jacksonville, FL
11.2017 - 09.2021
  • Rebuilt B2B interface for largest product line
  • In 13 months led discovery, redesign, marketed and increased user base from 30 to over six thousand with a team of two product managers and two developers
  • Remapped FTP’s and offboarding of legacy system
  • Consult lead for back-office process change projects
  • Manager of the products desk top support team and project managers
  • Reduced call center volume by 40%
  • Eliminated countless manual processes, increasing production and allowing reallocation of 5 full-time resources
  • Lead to consolidate all client business reporting tools into one platform across all business lines
  • Created reporting tool to manage user data and provide transparency to internal business units increasing processing time and reduction in manual processing and client communication via email/calls
  • Mapped business process for Consumer Products Claims business unit
  • Led new business process design and delivery
  • Consulted on new administration system
  • Including execution of 16-hour technical training curriculum to aid in current state and requirement gathering for enhancement
  • Mapping and documentation of two Credit Insurance business processing units, resulting in design and development of new technology solutions
  • Sales Training and Account Support for two $500 million+ client portfolio’s, partnered with clients to implement business processes and enable technology solutions for transmission of business
  • Lead project to develop comprehensive quality process and associated technology platforms
  • Owned redesign and development of survey tool to report accurate and actionable customer experience results

Education and Training Manager/Sr Education and Training Consultant/Product Owner

Allstate Dealer Services
Jacksonville, FL
10.2011 - 11.2017
  • Leader for both Internal Training and External Sales Training teams
  • Lead Consultant for companywide administration system conversion to F&I platform
  • Mapped and documented all business processes
  • Identified inefficiencies and proposed enhancements, executed process change and implementation across all business units on all applicable technology platforms
  • Lead consultant brought in to save $2 million client onboarding technology solution
  • Redesign and launch completed 3 months ahead of schedule
  • Built new hire onboarding curriculum and internal training program for 350+ on site and field employees
  • Program included 50 technical and professional skills courses increasing business knowledge and career development opportunities
  • Designed interface and reporting tool for program users both internal and external
  • Lead the design/delivery/marketing of 10-course sales curriculum incorporating client specific software systems
  • Executed the automation of over 5 large scale manual processes including the design and development of an external client registration system for over 1,500 users
  • Doubled Sales Training Program utilization in 6 months, 30 top tier agents and over 1k dealerships nationwide
  • Launched Dealer Development Consulting program, designing tailored curriculums to increase sales and foster dealership employee and customer relationships
  • Lead the execution of 2 Legal Compliance Programs- including the negotiation of a contract with nationally recognized Association of Finance and Insurance Professionals
  • Negotiated program cost benefits and increased agent and dealer security through Compliance Certified trained employees
  • Redesigned and launched Employee Recognition program, increasing participation by 30% in first 6 months and reducing program cost by $10,000 annually through redistribution of funds and vendor management
  • Launched and administered Metrics that Matter evaluation and metrics platform
  • Three-year Site Coordinator for annual Giving Campaign
  • Increased employee participation from 38% to 84%, raising over $150,000 over a 7-week period

Education and Training Manager/Risk Management Associate

Citigroup
Jacksonville, FL
01.1993 - 01.2004
  • Manage a team of 10 Risk Management Trainers and 20 shared service coaches
  • Responsible for support and client relations for 5 Risk Management units through performance consulting, leadership presentations and operational efficiencies
  • Support and develop continuous training program for over 1,000 employees nationwide
  • Daily management of 75+ new hire employees through the 6-week orientation process
  • Developed organization wide interviewing and performance tracking method, track and implement more successful hiring practices
  • Present and sell new training concepts, software improvements and budget approvals
  • Recognized and awarded by client group and site leadership team for leading two, multi-million-dollar conversion successes
  • Lead for acquisitions process mapping and design when competitor portfolios were purchased
  • Led transition of onboarding new books of business onto Citigroup platforms and processes, including introduction and design of new interfaces
  • Identify training and performance trends by creating 30, 60, 90-day post course tracking methods
  • Increased performance and profitability while reducing non-productive time by call center staff

Education

Batchelor of Arts - Communications, Advertising

University of North Florida

PreK-Primary Certificate -

State of Florida

Certified SCRUM Product Owner -

SAFe Certification -

Skills

  • Certified Scrum Product Owner
  • SAFe
  • JIRA
  • Salesforce
  • Product Management
  • Process Management
  • Product Development
  • Design Thinking
  • Customer Relationship Management
  • UI/UX Design and Development
  • Presentation/Communications
  • Go to Market Strategy
  • Sales Enablement

Hobbies and Interests

  • Scuba
  • International Travel
  • Foreign Language
  • Philanthropist and Representative for the Do It for The Love Foundation and Dreams Come True and Night to Shine
  • Association for Talent Development

Timeline

Sr Product Manager- Salesforce CRM Sales and Marketing

Paysafe
04.2023 - Current

Capital One- Agile Delivery Lead SAFe/ NCR- Product Owner SAFe

Cognizant
09.2021 - 04.2023

Client Delivery Technical Manager- Product Manager/Client Relations Specialist

Fortegra
11.2017 - 09.2021

Education and Training Manager/Sr Education and Training Consultant/Product Owner

Allstate Dealer Services
10.2011 - 11.2017

Education and Training Manager/Risk Management Associate

Citigroup
01.1993 - 01.2004

Batchelor of Arts - Communications, Advertising

University of North Florida

PreK-Primary Certificate -

State of Florida

Certified SCRUM Product Owner -

SAFe Certification -

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Kimberly A. DiFilippo