Rayna Behm
IRVING,Texas
Summary
Accomplished Product Owner with a proven track record at Toppan Merrill, excelling in roadmap development and fostering key relationships. Leveraged extensive business knowledge and collaborative skills to enhance product value, achieving significant milestones. Dedicated Financial Print professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
25
25
years of professional experience
Work History
Product Owner
Toppan Merrill
04.2012 - Current
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Developed comprehensive roadmaps outlining product vision, goals, and milestones for successful execution.
- Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
- Analyzed customer feedback to identify areas for improvement.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
- Owned and prioritized product backlog.
- Cultivated strong relationships with key stakeholders by maintaining open lines of communication and addressing concerns promptly.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
- Prioritized bug fixes and enhancements based on user impact, maintaining high levels of customer satisfaction.
- Translated technical requirements into user stories, bridging gap between development teams and non-technical stakeholders.
Training Manager
Merrill Corporation
04.2007 - 04.2012
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Established a culture of continuous learning.
Training Specialist
Merrill Corporation
01.2004 - 04.2007
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Developed training handbooks, computer tutorials and reference materials.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Trained and mentored new personnel hired to fulfill various roles.
- Prepared videos for online and remote instruction.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
- Developed job-specific competencies and performance standards.
Customer Service
Merrill Corporation
04.1999 - 01.2004
- Managed entire client projects from beginning to end.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Balanced competing priorities effectively while consistently meeting deadlines in a fast-paced work environment.
- Developed expert product knowledge by keeping up-to-date with company policies and procedures.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business.
- Provided support during peak periods, effectively managing workload.
- Contributed to positive work environment by actively participating in team meetings and offering constructive feedback when appropriate.
- Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
- Assisted in training new hires, sharing best practices for exceptional customer service delivery.
- Supported colleagues during periods of high demand or staff shortages, displaying a strong teamwork mentality.
- Managed high work volumes while maintaining a calm demeanor and professional attitude under pressure.
- Increased customer loyalty through personalized interactions, building rapport with clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Skills
- Outstanding customer service across multiple departments
- Key relationship development
- Business Analysis
- Extensive industry knowledge
- Product Backlog Management
- Feature Prioritization
- Requirements Elicitation
- User Story Creation
Timeline
Product Owner
Toppan Merrill
04.2012 - Current
Training Manager
Merrill Corporation
04.2007 - 04.2012
Training Specialist
Merrill Corporation
01.2004 - 04.2007
Customer Service
Merrill Corporation
04.1999 - 01.2004
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