Customer Service Manager

Dan Runion - Product Manager/Business Analyst

***** ***** ***** **, *********, NC 28078

********@*****.*** Cell: 330-***-****

Business Integration - Business Requirements - Online Customer Experience - Wireframes - Business Requirements - A/B Testing - Competitive Analysis - Business Strategy - Social Media - Web Analytics - Business Metrics - Email Marketing - Vendor Management - Website Management - Use Case Development - Test Case Writing - Microsoft Word/Excel/PowerPoint/Visio - Business Intelligence - Data Mapping

Profile

A leader with broad experiences in online product management and business analysis. Excels at Internet product design, form optimization, requirements gathering, and customer experience design. Known for ability to lead cross-functional teams, writing business requirements, working with engineers to create solutions, and taking initiative in personal growth. Proven track record of maintaining internal relationships and favorable contacts with partners. Solid knowledge of web technologies.

Professional Experience

American Tire Distributors - Huntersville, NC - Business Analyst (ATDOnline.com)

BA duties focused on the $2+ billion website ATDOnline.com; an inventory ordering application for Tire and Wheel Dealers. Efforts focused mainly on user interface and screen wireframing and flow, requirements documentation, and use case writing. Eventually assumed the role of Lead Business Analyst for ATDOnline.com during major website rebuild project.

July 2011 - Currrent

● Lead eCommerce Business Analyst on website rebuid/redesign.

● Design, wireframe, and document requirements for a new Customer Service Dashboard; a website to enable Customer Service processes.

● Gather high level business requirements from senior stakeholders, existing systems, and existing processes.

● Design and wireframe changes to custom web portal built for Walmart TLE service centers.

● Integrate Manheim Auto Auctions into ATDOnline platform including detailed systems processes (technical) and Wireframes.

● Provide leadership and direction to performance testing scrum team.

● Write detailed functional business requirements for development team.

● Manage projects throughout the development life cycle.

● Manage change control process.

● Support both QA and Developers during project implementation.

● Collaborate with Developers to design solutions.

● Consult on varying topics including Social Media, SEO, SEM, Agile/Scrum, and Customer Experience best practices.

Tree.com (LendingTree) - Charlotte, NC - Product Manager (InsuranceTree.com)

November 2010 - April 2011

● Main point of contact for 3rd party integration.

● Serve as Scrum Product Owner

● Develop new lead forms by building wireframes, collaborating with team and writing requirements.

● Monitor, analyze, and measure lead sales, throughput and efficiency by running SQL queries and debugging. Reduced error rate by 20%.

● Lead cross functional team including engineering, marketing and business intelligence to identify a plan for reporting capabilities.

● Mitigated effect of losing the only dedicated IT resource for 30 days by working closely with offshore resources.

● Build XSL data schema for internal and external data import.

● Build roadmaps and write specs.

● Collaborate with IT to define sprints.

Insurance.com Solon, OH - Business Analyst

September 2007 - July 2010

Discovered customer problems through monitoring of customer feedback, usability testing, analysis of business metric trending and analysis using COGNOS, online chat user feedback, and call center agent focus groups. Managed A/B tests to solve customer problems and analyze results. Worked with cross-functional teams (engineering, call center, design, public relations, account management) to design solutions and tests.

● Collaborate with stakeholders to develop requirements for enhancements and new products.

● Increased online auto insurance interview throughput by 15% - Despite declining quality of leads maintained close rates over the course of a 2-3 year economic downturn by eliminating user road blocks and improving online communication.

● Engaged creative services firms for various different efforts ranging from large product redesign, small product enhancements, and total company rebranding.

● Enforced an A/B testing methodology and created a culture of "test & learn" where all ideas are considered "worth testing" and high volumes of consumer behavior proved the effectiveness of solutions.

● Established Product Development Process by creating structure around the process of discovering customer problems and designing solutions streamlined the product development process, increased ROI on scarce engineering resources, and improved customer satisfaction.

● Developed and managed Product Roadmap and negotiated priorities with other product owners.

● Added additional $750k of annual revenue by improving the way consumers choose bill plans during the checkout process.

● Added additional $100k of monthly revenue by implementing a lead sale product at high decay locations of the sales funnel.

● Lead team of 3 others to develop annual supply-side marketing plan.

● Co-Invented the Insurance.com "Short-Quote" (patent pending) which was copied by State Farm.

● Co-Inventor on patent “COMPUTER-IMPLEMENTED SYSTEMS AND METHODS FOR PROVIDING AUTOMOBILE INSURANCE QUOTATIONS (No: 400*****-****-**).

● Consulted on or was responsible for at least some portion of nearly every major initiative the company took on for 6 years. These initiatives included a CRM implementation, 2 website redesigns, corporate rebranding, business model changes, email marketing, cross-selling of other insurance products, sales center processes, and lead generation.

Insurance.com Solon, OH

Web Developer December 2003 - September 2007

Senior internet engineer on projects of varying size and scope in a Microsoft development environment. Object Oriented programming in C#. Data mapping via XML, XSL, and IVANS tools. Web development in ASP.NET. Dynamic HTML (navigating the DOM via JavaScript).

● Increased search engine results from page 2 to the middle of page 1 for the the Insurance.com website in 2004. Teamed with two senior developers to build this from the ground up in 2 months. Partnered with designers, database administrators, business owners, and testers on this aggressive project.

● Developed requirements and architecture to provide different branding options and product offerings on the Insurance.com website dynamically based on business agreements with partners. This increased Insurance.com's competitiveness the affiliate marketing business. Affiliate originated business grew to 60% of all sales.

● Slashed a 2-4 week process to 10 minutes by proposing, designing, and then building an internal maintenance tool that allowed affiliate marketing managers to add affiliates to the network without IT resources.

● Translated business requirements into technical specifications.

● Coded the original implementation of AIG (21rst Century Insurance) and Arrowhead Insurance companies to our platform. This included consumer facing web changes as well as detailed data mapping in XML/XSL.

● Extensive projects to enable transactional and re-marketing email campaigns within a proprietary email marketing system.

● Guided professional services from Chordiant Software to collect business requirements, translate them into technical specifications, and incorporate the changes into Chordiant Marketing Director - a Contact Management tool for email and direct marketing. Various maintenance tasks and incremental feature requests.

Progressive Insurance - Mayfield Village, OH

Application Systems Analyst/Programmer June 2000 - December 2003

Internal web programming tasks for Progressive's Concierge claims service. Translated loose business requirements into technical specifications. Code technical specs in traditional ASP/VBScript/JavaScript. Work closely with QA department to communicate business requirements and testing plans. Conduct acceptance reviews with product owners prior to launch. Load testing of web application using Load Runner.

Education & Development

Ohio State University MBA 2007

Bowling Green State University Bachelors of Science, Business Administration MAJOR: Management Information Systems 2000

Pragmatic Marketing Certified Product Manager 2009

Scrum Alliance Certified Scrum Master 2009

O'Reilly Media Web 2.0 Expo 2008 (NYC), 2009 (San Francisco), 2010 (San Francisco)

Online Marketing Summit OMS Cleveland 2010

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