Michelle Avery
Summary
Results-oriented professional with robust background in product management and agile frameworks. Known for fostering team collaboration and driving projects to successful completion. Reliable in adapting to evolving requirements and prioritizing key deliverables, showcasing strong ability to manage stakeholder expectations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Telephony Product Owner
The Hartford Insurance Group
07.2024 - Current
- Oversee entire product deployment from vision and creation to rollout and delivery.
- Work closely with stakeholders to gather requirements and ensure alignment with business goals
- Prioritize and manage the product backlog to ensure the most valuable features are developed first
- Author user stories to guide the development team
- Define and track key performance indicators (KPIs) to measure product success
- Lead PI planning events
- Utilize Kanban methodology to track projects in Rally
- Collaborate with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Manage backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Cultivate strong relationships with key stakeholders by maintaining open lines of communication and addressing concerns promptly.
Production Support
The Hartford Insurance Group
12.2018 - 07.2024
- Systems Team Agile member
- Spearheaded knowledge sharing initiatives among team members to promote collaboration and improve collective expertise in production support engineering tasks.
- Created new corporate favorites for each line of business
- Added and removed skills from GAX and Designer
- Rotational Incident Manager for S1/S2 Service Now tickets
- Worked closely with Agile Teams to help resolve issues that were released into production
- Rerouted traffic within AT&T Business Direct using RouteIt application
- Provided new announcements for AT&T TFNs
- Closed phone lines for early closure and holidays
- Built and updated agent workgroups
- Utilized Scrum and Kanban methodologies to track projects in Rally
- 24*7 Point of contact for AT&T Managed Router outages
Senior Consultant
Sogeti USA
03.2018 - 09.2018
- Lead Senior Genesys Consultant
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Assisted with Genesys deployments
- Supported and resolved Sharepoint issues
- Monitored and responded to issues relating to telephony equipment, Telco Data services and NOC/Helpdesk alarm monitoring with on call rotations
- Developed, tested, and documented complex call routing and ACD Call flows; enhanced existing flows to ensure production systems continue to meet business objectives
- Recognized and identified potential areas where existing policies and procedures required change, or where new ones required development, especially regarding future business expansion
Contact Center Platform Engineer
Freedom Financial
09.2017 - 03.2018
- Supported day to day voice operations and maintenance schedule
- Monitored operational configurations of all in-place voice solutions as per the established baselines and standards for all FFN locations
- Maintained awareness of and familiarity with trends and new developments in technologies used in, or appropriate for call center and business use
- Monitored and responded to issues related to telephony equipment, Telco Data services and NOC/helpdesk alarm monitoring with on call rotations
- Provided technical expertise and advice on tasks related to infrastructure projects, with regards to business continuity and disaster recovery
- Developed, studied, and analyzed user requirements, costs vs
- Benefit and identify alternate system approaches, develop recommendations, prepare reports and present recommendations
- Developed, tested, and documented complex Genesys Pure Connect On Premises call routing and ACD call flows; enhance existing flows to ensure production systems continue to meet business objectives
- Responded to ticket system requests for MAC work and business user requests
- Assisted with new technology roll outs, development and testing using Agile
- Supported of existing infrastructure and systems, provide end user training
- Performed voice systems software installation
- Recognized and identified potential areas where existing policies and procedures required change, or where new ones required development, especially regarding future business expansion
Education
High School Diploma - General Studies
Ben Davis High School
Indianapolis, IN06.1991
Skills
- Process Improvement
- Problem Solving
- Adaptability
- Agile
- Research
- Guidance
- Conflict Resolution
- Analytical Skills
- Technical Support
- Business analysis
- Release planning
Product backlog management
Certification
Cyara Certification, 2019
Timeline
Telephony Product Owner
The Hartford Insurance Group
07.2024 - Current
Production Support
The Hartford Insurance Group
12.2018 - 07.2024
Senior Consultant
Sogeti USA
03.2018 - 09.2018
Contact Center Platform Engineer
Freedom Financial
09.2017 - 03.2018
Cyara Certification, 2019
High School Diploma - General Studies
Ben Davis High School
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