Summary
Overview
Work History
Education
Skills
Timeline
ProjectManager
Nicole Peterson

Nicole Peterson

Grapevine,Tx

Summary

Experienced Product Manager adept at optimizing systems to meet evolving needs, foster collaboration, and bolster security. Proficient in evaluating business and IT requirements in relation to procedural constraints to develop effective roadmaps. Dedicated to improving efficiency and productivity through strategic planning and the implementation of innovative solutions.

Overview

18
18
years of professional experience

Work History

Consumer Technical Lead Product Manager

AT&T Service Inc
01.2020 - Current
  • Lead core project teams consisting of key delivery, operational and cross functional stakeholders (e.g., care, digital, finance, legal, marketing, pricing, sales, supply chain and technology development)
  • Coordinated with cross-department teams like QA, DevOps, and Support to ensure seamless end-to-end software delivery process.
  • Enhanced system performance with thorough code reviews, debugging, and optimization techniques.
  • Maintained close communication with clients throughout project life cycles for accurate progress reporting and prompt issue resolution.
  • Evaluated and recommended new tools and technologies that resulted in increased development efficiency and up-to-date technical skillsets within the team.
  • Research, design, plan, develop, and evaluate new products or features by translating and documenting customer and technical requirements into final product design
  • Analyze customer needs, identify priorities for new products or services and enhancements
  • Prepare and present requirements, plans, and business cases for new or modified products and services
  • Create product roadmaps, service guides, product documentation, results reports/analysis, and project plans
  • Serve as the central resource with design, process, manufacturing, test, quality, sales support, and marketing as the product(s) move to production and distribution
  • Drove customer satisfaction by prioritizing feature requests based on detailed analysis of user feedback and market trends.
  • Provided educational expertise and mentoring to junior team members.
  • Coordinated with stakeholders to define project requirements, ensuring alignment with business goals and customer needs.
  • Led successful launch of multiple software releases, meeting all project objectives and exceeding user expectations.
  • Fostered culture of innovation, encouraging exploration of new technologies and approaches to solve complex problems.
  • Established continuous feedback loop with customers, integrating their input into product development for greater satisfaction.
  • Created proofs of concept for innovative new solutions.
  • Collaborated with sales, marketing, and support teams to launch products on time and within budget.
  • Improved product functionality with innovative design solutions, resulting in increased sales conversions.
  • Prioritized roadmap in order to achieve product goals and metrics.
  • Enhanced user engagement by leading development and implementation of feature-rich mobile app.
  • Drove innovation within product line, identifying and pursuing opportunities for new features and enhancements.

Customer Experience Product Manager/Product Owner

BNSF Railway Marketing Support
01.2015 - 01.2020
  • Lead Product Designer for several products delivered to customers which have enhanced the overall customer experience and progressed Web Modernization Projects on various platforms such as Salesforce and SharePoint
  • Provide high and low fidelity prototypes to further several projects including but not limited to: Customer Portal redesign/structure, redesign and deliver Rate Look Up tool, create new functionality and evolve widgets strategy; provide prototype and customer listening for new Geo-Location subscription along with marketing communications banners and splash pages to help with customer and stakeholder change management
  • Evolve Google Analytics as the customer-facing analytics tool to help measure user behavior and gain further insights to evolve product strategy, find candidates for customer listening and user research as well as drive focused changes to our Customer Portal based on overall usage
  • Lead several cross-functional teams to plan, build, launch and manage client-driven
  • Coordinated & prioritized multiple project goals and timelines with audiences to gain socialization and stakeholder buy-in by clearly communicating progress, process, and problems at all levels via engaging and artful presentations
  • Collaborate with various teams and leadership levels to develop an articulate vision of what will be delivered to customers in support of BNSF's overall initiatives
  • This included both a long-term vision as well as quarterly and yearly themes for marketing
  • Constantly pursued growth and better understanding in UI/UX Design principles for a combined knowledge that furthers my expertise in the customer journey resulting in the ability to perform deeper business process analysis and create customer journey maps
  • Lead/manage customer research and listening to create vision and prototype design requirements based on customer feedback
  • Assist in the creation and definition of BNSF’s Agile Marketing practices including the design and facilitation of department planning and training, assisting teams within the Web Modernization Program and Marketing Support in epic and feature creation and planning road-map features into increments.

Product Owner and Team Lead

eBusiness
01.2012 - 01.2015
  • Design, manage and pilot new software tools for eBusiness service team supporting BNSF customers including facilitation and management of new web and existing functionality for bnsf.com SharePoint customer portal maintenance and small enhancement process
  • Provide feedback and requirements to web development team acting as the web portal product owner
  • Subject matter expert and team lead for BNSF customer focused initiatives CRM, HUB and Customer Web
  • Team Lead for group of 16 employees; supervise, train and coach a small group of contractors and the processes they manage; including all eBusiness registration and help desk support processes
  • Manage contractor schedules, meetings, vacation, sick requests, and new hire training and assimilation
  • Provide second level support for customers about BNSF applications, special requests and assist with other various issues.

Technical Analyst and Team Lead

eBusiness
01.2007 - 01.2012
  • Assist with new hire contractor assimilation into the group by developing new hire training modules for the registration team and overall training and support for new hires
  • Maintain and manage all eBusiness registration processes including processing application requests, research and assign requests to the implementer for customer training and coordinating/maintaining several email and fax applications for the bnsf.com
  • Facilitate and manage new web functionality including testing and design of new web-based applications
  • Provide customer service and direct customers to the appropriate applications, implementers or departments to better serve the customer’s needs
  • Second level support for customers about BNSF applications, special requests and assist with other various issues

Education

Bachelor of Science - Communication Studies

Texas Christian University
Fort Worth, TX
12.2005

Skills

  • Agile Methodology
  • Strategic planning design
  • Customer Relationship Management
  • Business Partner Management
  • Functional requirements understanding
  • Mentorship and coaching
  • Software development life cycle
  • Design development
  • Product optimization
  • Cross-Functional Teamwork
  • Teamwork and Collaboration
  • Requirements Gathering and Analysis
  • Product Development
  • Customer-Oriented

Timeline

Consumer Technical Lead Product Manager

AT&T Service Inc
01.2020 - Current

Customer Experience Product Manager/Product Owner

BNSF Railway Marketing Support
01.2015 - 01.2020

Product Owner and Team Lead

eBusiness
01.2012 - 01.2015

Technical Analyst and Team Lead

eBusiness
01.2007 - 01.2012

Bachelor of Science - Communication Studies

Texas Christian University

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