Hi, I’m
Nichole Moeller
Sioux Falls,SD
Paying attention to simple little things that most men neglect makes a few men rich.
Henry Ford
Summary
Dedicated professional with 26 years of experience in customer service, project management, and digital product ownership, focused on helping diverse users access information and resources efficiently. Skilled in technology support, training teams, and fostering positive interactions to drive satisfaction and community impact. Retiring from a corporate career, eager to apply positivity, energy, adaptability, and a learning mindset to public service in a library environment, with an emphasis on hospitality, early learning programming, and supporting varied patron needs.
Overview
26
years of professional experience
2
Certificate
Work History
PREMIER Bankcard
Product Owner, Digital Self-Service (IVR, Mobile App, Website)
01.2022 - 11.2025
Job overview
- Enhanced customer experience in IVR, website, and mobile app. Primarily responsibility for IVR and collaborated for the website and mobile app - directly transferable to helping library patrons with internet, electronic devices, catalogs, and databases.
- Prioritized needs and teamed with cross-functions for intuitive solutions and inquiry resolution akin to account maintenance and material recommendations.
- Groomed backlogs into actionable stories, led agile sessions for improvement and adaptability in fast-paced settings.
- Managed deployments from vision to rollout, including QA and communication, aligning with program creation (e.g., tours, storytelling), report generation, and policy enforcement.
- Trained and mentored colleagues, building relationships and a culture of excellence - similar to volunteer coordination and public image promotion.
PREMIER Bankcard
Project & Operations Support Manager
03.2016 - 12.2021
Job overview
- Led automations, migrations, and training, analyzing needs as a team resource—equivalent to public service, diverse assistance, and procedure interpretation.
- Designed 15+ forms/reports for productivity and real-time communication, managing regulations with documentation, like monetary functions and inventory.
- Implemented workflows and intranet for optimization, mentoring for influence and 100% satisfaction over 4+ years.
- Coordinated issues management fixes and remediation, for seamless experiences, exceeding metrics—transferable to collection maintenance, promotion, and calm complaint handling
PREMIER Bankcard
Project Manager
08.2006 - 03.2016
Job overview
- Developed strategies to prioritize initiatives and build cross-team relationships—mirroring customer selection aid, relationship establishment, and loan coordination.
- Created project request process for needs/risks, aligned prioritization, reduced calls 20% via IVR upgrades.
- Launched electronic statements (1M enrollments in 6 months) and automated 90% HR/AP for 1,500 employees, like cataloging and supply ordering.
- Managed detailed computations and decisions under pressure, supporting shelving, merchandising, and leadership duties.
Education
South Dakota State University
Bachelor of Science from Mechanical Engineering
Dakota State UniversityMadison, SD
2nd Wind Education Certification from Teaching
05-2001
Skills
- Customer Service & Hospitality: Active listening, problem resolution, and client relationship management for diverse groups
- Technology Proficiency: Microsoft Office Suite (Word, Outlook, Excel, PowerPoint), Azure DevOps, SharePoint, Lucid; internet/database navigation, electronic resource assistance
- Program & Process Coordination: Agile methodologies, product backlog management, quality assurance, process review, release planning, and training staff on functions
- Organizational: Business documentation, management reporting, accurate mathematical computations, detailed work, and inventory/supply management
- Soft Skills: Positivity, high energy, adaptability, strong character, learning mindset, stakeholder collaboration, and ability to maintain calm and confidentiality
- Additional: Valid Driver's License; willing to work evenings, weekends, and drive large vehicles if needed
Certification
- Project Management Professional (PMP)
- Certified Scrum Product Owner (CSPO)
Affiliations
- Project Management Institute
- Scrum Alliance
Timeline
Product Owner, Digital Self-Service (IVR, Mobile App, Website)
PREMIER Bankcard
01.2022 - 11.2025
Project & Operations Support Manager
PREMIER Bankcard
03.2016 - 12.2021
Project Manager
PREMIER Bankcard
08.2006 - 03.2016
South Dakota State University
Bachelor of Science from Mechanical Engineering
Dakota State University
2nd Wind Education Certification from Teaching
Availability
See my work availability
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