Summary
Overview
Work History
Education
Skills
Timeline
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Matthew Kruse

Genoa,OH

Summary

Dynamic professional with extensive experience at Owens Corning, excelling in release planning and business analysis. Proven track record of optimizing processes, achieving a 15% increase in program compliance, and fostering stakeholder relationships. Skilled in user acceptance testing and data-driven decision making, delivering impactful solutions that enhance customer engagement.

Overview

18
18
years of professional experience

Work History

Product Owner

Owens Corning
07.2024 - Current
  • Gathered requirements from multiple key business contacts to write several releases for the OCConnect resource center, including a dashboard re-design, events page that uses third-party vendor data via API, and an internal store for our Sales team
  • DataMart audit to clean up outdated data and ensure required information was available for indirect customer program leadership and GIS.
  • Lead Quality Assurance tester during the development testing cycle for internal store access for the sales team and navigation re-design.
  • Created support tickets for multiple systems found during testing, or reported by business contacts.
  • Created engagement metrics to report out baseline data to business teams on our indirect customer portal and increase engagement.

Optimization Lead Specialist

Owens Corning
07.2023 - 07.2024
  • Created business acceptance criteria for multiple releases, including Certificates of Insurance to save $55,000 a year and increase program compliance by 15%.
  • Testing lead on releases in the OCConnect resource center, a portal for indirect customers that over 50,000 external contacts access.
  • Optimize processes, including eliminating claim outbound denial calls, which reduced callbacks by 20% and improved employee morale and accepting transfer payments via credit/debit 82 hours per year and reducing turnaround time by 6 days.
  • Create, update, and optimize operating procedures for ProDesk Agent and Specialist processes.
  • Support the growth and development of Specialists.
  • Use Power BI and other internal systems to provide data to indirect customer program leadership.

Master Data Specialist

Owens Corning
01.2018 - 07.2023
  • Maintain membership data using LE365 for three indirect customer programs, consisting of over 24,000 indirect customers.
  • Export and review data for Customer Solutions initiatives to promote membership self-sufficiency.
  • Created Power BI Dashboard for inside sales team and agents to increase program compliance by 10% and support expiring funds initiatives.
  • Collaborate with third-party companies to ensure they have proper OCCN data.

Guest Service Manager

McDonald's
04.2007 - 08.2021
  • Used weekly sales projections to generate crew schedules and maintain inventory.
  • Supported training of counter and drive-thru crew to ensure guest quality surveys remained above the regional average.

Customer Service Agent

Owens Corning
02.2016 - 01.2018
  • Assist members in Owens Corning's indirect customer programs with funding, warranty, portal, and other general inquiries.
  • Assist homeowners with roofing questions.

Education

Bachelor of Business Administration And Management -

Tiffin University
Tiffin, OH
05-2019

Skills

  • Release planning
  • Business analysis
  • Product lifecycle management
  • Stakeholder relationship management
  • User acceptance testing
  • Feature prioritization
  • Data-driven decision making
  • User story creation

Timeline

Product Owner

Owens Corning
07.2024 - Current

Optimization Lead Specialist

Owens Corning
07.2023 - 07.2024

Master Data Specialist

Owens Corning
01.2018 - 07.2023

Customer Service Agent

Owens Corning
02.2016 - 01.2018

Guest Service Manager

McDonald's
04.2007 - 08.2021

Bachelor of Business Administration And Management -

Tiffin University

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