RACHAEL LOGAN

Delivered the strategic vision for product onboarding, self-service, and system integrations, focusing on automation and data security.

• Decreased customer support tickets 30% via improved login/authentication experience
• Delivered automation features to eliminate manual work, reducing new client onboarding time-to-value from 2+ weeks to 5 days
• Implemented industry-standard multi-factor authentication to protect data from unauthorized access
• Coordinated development of API integrations and validation scripts for product enhancements and billing/subscription services
• Facilitated product education and feature engagement by developing in-product content and self-service tools

Managed digital products and support tools generating $10m in revenue and $2m in savings, focusing on virtual assistants and internal/external-facing enterprise software

• Delivered virtual support screenshare and video chat tools associated with a 25% increase in client satisfaction results
• Achieved $1.5m in savings through a service support pilot
• Attained self-service contact containment resulting in over $1m in operational savings
• Lead conversation design, AI processes, and API development to launch and improve client-facing virtual assistant chatbots

Delivered a robust product and service strategy focused on human help in a digital environment

• Functioned as liaison between digital product business leadership, operations management, learning development and IT to bring support tools and experiences to market
• Monitored and analyzed key performance indicators and industry trends to provide insights and product recommendations
• Managed service tool roadmap to ensure dual-sided platforms met both client and support staff needs

Executed deliverables in tool development, training enhancements, and employee knowledge management

• Analyzed key performance indicators to identify trends and develop process improvements to optimize or eliminate service contacts
• Aligned with IT and product partners to establish requirements and resources, craft user stories, and implement test plans for quality assurance