Contact Center Machine Learning

SHEEJA PAULSEN

Phoenix, AZ 480-***-**** ************@*****.***

https://www.linkedin.com/in/sheeja-paulsen-185563219/ Summary

PRODUCT EXECUTIVE STRATEGY & INNOVATION LEADER

Results-driven, Customer obsessed Product Executive with 15+ years of experience in driving product vision, strategy, and execution to achieve transformative business growth. Proven track record in leading data-driven 0-1 products, launching high-impact digital products, and championing cross-functional collaboration among engineering, design, marketing, and sales. Recognized for expertise in market analysis, competitive positioning, and customer insight, consistently delivering solutions that exceed customer expectations and drive revenue. Passionate about mentoring teams, optimizing product operations, and leveraging AI and Generative AI to create a competitive landscape.

Areas of Expertise

Key Accomplishments

AI Solutions(Gen and Conversational AI): Spearheaded the launch of AI-powered features for the contact center that streamlined patient interactions, reducing support response times by 7%. These features also offered predictive recommendations for common inquiries, boosting issue resolution rates by 10% and reducing patient chat wait time and abandonment rate by 5%. Integrated AI-driven insights to optimize staff scheduling, cutting operational costs by $2M annually.

Customer Digital Experience: Drove UX/UI strategy for multiple patient portal in various organization, enhancing consistency across channels. Applied A/B testing frameworks that resulted in a 10% improvement in engagement rates.

Patient Digital Engagement: Led a comprehensive overhaul of patient self-scheduling tools, using user feedback to simplify the interface. This improvement drove an 8% increase in patient engagement, contributing to a 20% increase in operational efficiency and reducing missed appointments by 10%.

Patient Behavioral Change Campaigns: Led and executed data-driven health campaigns targeting maternal health (pre- and postpartum), medication adherence, screening test, wellness visits, and women’s health. By leveraging machine learning for precision targeting, these campaigns reduced ER visits by 10% and increased patient adherence to treatment plans by 20%, improving patient outcomes and reducing long-term healthcare costs

Next-Gen Demand Martech - Led the Next-Gen Demand Martech campaigns, driving a 20% improvement in appointment scheduling rates, from 40% to 60% for various service lines.

Value Based Care Program: Successfully transitioned PBM programs (MTM, Medication Adherence, Fraud, Waste and Abuse)from outsourced development to an in-house team, realizing $50M in annual savings. Streamlined operations using Lean and Agile practices, reducing cycle times by 40%, improving quality, and accelerating speed-to-market—substantially boosting competitiveness. This also improved NPS score by 23 points

Specialty Healthcare: Managed the full lifecycle of specialty healthcare products across digital and in-store channels. Introduced a patient-centric, personalized engagement model with automated messaging and reminders, increasing customer retention by 20% and expanding market share by 15%. Enhanced the customer journey, improving NPS by 22 points, while supporting the Patient Assistance Program (PAP), Copay assistance and Benefit Investigation programs to assist uninsured patients. Leadership & Team Development Performance Tracking (KPIs/OKRs) B2B/B2C Product Delivery Stakeholder & Vendor Management Customer Obsessed /Human-Centered Design

Roadmap & Prioritization

Go-to-Market Strategies A/B Testing & Research Lead Generation & Conversion Iterative Product Execution SaaS/PaaS & AI Technologies Agile Methodologies & Cross- Functional Leadership

Data-Driven Decision Making Product Launch & Rollout Strategy & Vision MVP/POC Digital Products Budget Oversight

Prescription Notifications: Led the Prescription texting notification program which reduced patient call volume to the contact center by 25% and increased the NPS score.

Roadside Assistance Redesign: Led the UX/UI redesign of Allstate’s roadside assistance platform, increasing customer engagement by 10%. Implemented real-time tracking and a more intuitive interface, boosting positive feedback by 20% .

PROFESSIONAL EXPERIENCE

Ascension Healthcare – Phoenix, AZ

Director of Product Management

2023 – Present

Spearhead product strategy across healthcare service lines, achieving alignment with both growth objectives and customer satisfaction metrics.

Conduct comprehensive market and competitive research, ensuring our digital health solutions set industry benchmarks and deliver value.

Drive cross-functional collaboration with Sales, Marketing, and IT, creating go-to-market strategies/Martech that accelerate adoption and engagement.

Mentor a high-performing team of 10 product managers, fostering a growth-focused, inclusive culture.

Implement tracking, monitoring, and reporting KPIs to set product and technical strategy for cross-channel CRM marketing platforms and evolve product generation. CVS Health – Phoenix, AZ

Senior Manager – Product Management

2021 - 2023

Managed the Pharmacy Benefit Management (PBM) software portfolio as Product lead and key strategist. Led the development of PBM software solutions to address specific business requirements, ensuring seamless integration with pharmaceutical and healthcare systems. Oversaw project execution, including technical design documentation, functionality, and features, with a strong emphasis on improving performance, optimizing drug formularies, enhancing claims processing, and streamlining cost management. Developed data-driven enhancements for customer experience, directly contributing to revenue and market growth

Manage and lead a team of 15 product managers

Monitor key performance indicators and use data-driven insights to make informed product decisions.

Collaborated with marketing and sales teams to develop effective go-to-market strategies. Allstate Insurance – Phoenix, AZ

Lead Product Manager

2020.- 2021

Owned the vision, strategy, and roadmap for a diverse portfolio, overseeing design, engineering, and business teams in an agile iterative product design and development environment to deliver a user-friendly experience.

Independent Contractor Roles

2009 - 2020

Lead Product Manager- American Express

Championed cross-functional collaboration to align product development with business and customer needs, contributing to increased sales and conversion rates.

Gather business requirements and collaborate with stakeholders and cross-functional teams to design, develop, refine, test, and launch high-quality software products and features.

Created user stories and defined acceptance criteria by validating user needs.

Launched design in an agile environment, removing impediments, managing backlogs and the product roadmap.

Enhanced operational efficiency and improved product development timelines by streamlining data, managing stakeholders, and optimizing the release planning process. Senior Product Manager - McKesson

Developed risk management, testing, conversion, and implementation plans for speciality healthcare applications, working with a multidisciplinary team to translate customer needs into requirements, considering data analytics, industry trends, and data-driven insights. American Airlines

Senior Product Manager

Led work sessions with stakeholders to obtain business insights and operational and system requirements and align products with business objectives.

Outlined business and product roadmap and strategy with a user-centered design approach American Express

Senior Product Manager

Prompted an Agile development framework transformation, applying iterative and incremental practices in gathering customer/stakeholder feedback to inform requirements, and releasing valuable software products.

American Cancer Society (Intern)

Product Owner/Business Analyst

Liaised with business and technology teams for online application development projects; managed discovery, defined product requirements, tracked OKRs and KPIs, and prepared executive status reports. EDUCATION AND OTHERS

Master of Business Administration (MBA)

Technology Summary

Platforms

Azure, AWS, Android, iOS, Salesforce, CRM,SaaS

Tools

Salesforce CRM (Marketing Cloud, Data Cloud, Health Cloud, Sales and Service Cloud), Confluence, Jira, Clarity, Figma, Google Analytics, Rally, Tableau, Tableau Pulse, Version 1, Pivotal Tracker, Mural, AI, GCP, Dataroma, GA4, Miro

Methodologies

Iterative Product Development, Conceptual Design, Agile, Scrum, UI/UX, Extreme Programming, A/B Testing, Usability Testing, Human Centric design, Research, Strategy, RICE, Kano, MoSCoW Certifications

Salesforce Administrator Scrum Master Lean Six Sigma Professional Change Management Specialist

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