Rick Deem
Product Owner
Minneapolis,MN
Summary
Systematic Product Owner with a detail-oriented and thorough approach to defining requirements, outlining specifications and working with team members to bring to life high-quality products for customers. Good planner and problem-solver with in-depth understanding of Customer Service products. Ready to offer six years of experience and take on a dynamic new position.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
Work History
FUSE Product Owner
UCare
Minneapolis, MN
03.2016 - Current
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Owned and prioritized product backlog.
- Managed implementation of new features by outlining plans and specifications such as how, where and when each component would work.
- Allocated and approved team resource usage.
- Documented each step in product's design process for use in manuals.
- Suggested enhancements to product design that would improve user experience.
- Contacted proper stakeholders to share changes to project scope and timelines.
- Managed multiple UCare portfolio and Customer Service led projects effectively in demanding environment with tight deadlines.
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving member and employee experience.
- Evaluated report data to proactively adjust and enhance operations.
- Onboarded new employees with training and new hire documentation.
- Evaluated FUSE team's strengths and assigned tasks based upon experience and training.
- Reviewed performance data to monitor and measure productivity, goal progress and activity levels for FUSE team.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
- Assisted in managing team of 6 employees, including hiring, training, and professional growth of employees.
Customer Service Team Lead and SME
UCare
Minneapolis, Minnesota
02.2015 - 03.2016
- Provided primary customer support to internal and external customers.
- Coached new team members on service techniques.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Escalated issues to proper supervisors when standard processes were not effective.
- Liaised with customers, management and outside Customer Service teams to better understand customer needs and recommend appropriate solutions.
Customer Service Representative
UCare
Minneapolis, Minnesota
11.2013 - 02.2015
- Provided primary customer support to internal and external customers.
- Responded to customer requests for information on their plan, benefits, claims, and other health payor products/services.
- Consulted with outside parties to resolve discrepancies.
- Answered customer telephone calls promptly to meet average speed of answer requirements.
Education
Bachelor of Arts - Second Language Acquisition
Western Kentucky University
Bowling Green, KY 08.2004 - 05.2009
Skills
Agile frameworks
Stakeholder relationship management
Monitoring and reporting
Coaching and mentoring
Strategic planning
Project Management
Inter-department collaboration
Process improvement
Accomplishments
- Collaborated with over 60 team members and stakeholders in the implementation of UCare's first customer servicing tool, FUSE.
- Improved speed to production of changes by communicating Customer Service needs to our IT partners, which led to establishing partnership with off-shore resourcing firm Capgemini
- Ensured Customer Service staff and technology needs were met and minimal impact felt through 5 large scale enterprise portfolio initiatives.
- Achieved over 60+ process improvements during time as process improvement team lead
Certification
Scrum Product Owner
Timeline
Pega Business Architect
08-2017
Scrum Product Owner
03-2017
FUSE Product Owner
UCare
03.2016 - Current
Scrum Master
12-2015
Customer Service Team Lead and SME
UCare
02.2015 - 03.2016
Customer Service Representative
UCare
11.2013 - 02.2015
Bachelor of Arts - Second Language Acquisition
Western Kentucky University
08.2004 - 05.2009