Project Manager Product Owner

Terri Cygan

Stamford, CT ***** *****@************.*** linkedin.com/in/theresa-cygan-ct

CONTACT CENTER TECHNOLOGIES

Product Owner Project Manager Senior Analyst

Product owner, project manager, and senior analyst with multi-industry and multi-platform expertise in contact center technologies implementations. Proven experience in leading projects with large teams both onshore and offshore. Recognized for the ability to effectively communicate cross-functionally to diverse audiences and stakeholders to ensure desired understanding and outcomes.

AREAS OF EXPERTISE

Team Leadership Project Management Contact Centers Customer Service Training Public Speaking

Product Strategy Product Road Mapping User Requirements Business Systems Analysis

IT Technical Analysis Software Development Requirements Gathering Research Integration Telecommunications

PROFESSIONAL EXPERIENCE

LIGHT STREAM, a Fintech division of Truist Bank, FT/Remote/Stamford, CT April 2022 – June 2024

Product Owner, Contact Center Technologies: Designed, Implemented, and Supported, with onshore and offshore teams, LightStream’s first Loan Servicing IVR and Agent Desktop CTI integration, including API/data services, and custom reporting. New product servicing design/implementation included call routing, IVR design, and CX telephony considerations for website, mobile app, and notifications. Gained hands-on experience with Amazon Web Services, specifically configuration, programming, and security.

Created a Proof of Concept/POC for a Voice Biometrics implementation, along with legal and CX requirements

Provided consulting for the design and development of a new speech-recognition IVR for a Truist subsidiary.

Worked with a group from the Truist Management Development program, to create an Amazon Lex chatbot POC for Loan Servicing, to be integrated with the existing lightstream.com website.

Tools/Processes: Agile, TFS/Azure DevOps, Microsoft Office Suite, MS Visio, Amazon Web Services, SQL, Omilia, NICE CXone.

CHARTER SPECTRUM, FT/Stamford, CT January 2018 – December 2021

Senior Analyst, IVR CX: Served as the IVR CX Subject Matter Expert (SME) for the Spectrum Mobile IVR. Performed requirements gathering, analysis, design, documentation (BRDs, TRDs, Voice User Interface/VUI), UAT, and post-implementation monitoring of Interactive Voice Response (IVR) applications for mobile/cellular service (call routing, order status, data usage, billing and payments, activation); including custom data services interfacing with the billing systems APIs and Zendesk Agent desktop.

Created the design considering overall Customer Journey/CX including integration with email and SMS Notifications, IVA/Chat, Website/Portal, Mobile Account App, Product Marketing, and Agent processes.

Delivered Communication and Presentations to peers, CX leadership, business requestors, and contact center leadership including pre and post implementation status and KPIs, problem communication and resolution, roadmap planning, and future technology/architecture planning.

Provided Analysis, Design, and Documentation associated with a biller conversion from Arterra to AMDOCS.

Tools/Processes: SDLC, Agile methodology, Roadmap creation, JIRA, Chalk, SharePoint, Visio, Word, Excel, SQL, PowerPoint, VUI, Avaya Experience Portal, Nuance Insight for IVR/NII, Akana Middleware, KPI and Custom Reporting, Nuance Voice Biometrics, Verizon MVNO Platform, Agent-Customer call analysis.

CIGNA Contracted by Strategic Staffing Solutions, Contactor/Remote/CA March 2016 – December 2016

Senior Systems Analyst: Provided analysis and design of Interactive Voice Response (IVR) healthcare-related applications (Member and Provider Services/Group and Individual, supplemental Medicare Plans, Family Leave and Disability Claims, Surveys) utilizing on-premise Cisco-based, and third party vendor hosted (Nuance).

Performed requirements gathering and creation of functional design documents and VUI and User Experience (UX) analysis.

Tools/Processes: SDLC Methodology; JIRA; SharePoint; Visio; Excel; PowerPoint; technical design documentation.

WELLPOINT (now Anthem) Contracted by TEKsystems, Contractor/Remote/CA October 2012 – April 2013

Systems Analyst/Project Manager: Provided Project Management and Analysis of Contact Center healthcare-related applications (new/renewing business, Health Care Reform, PCI Compliant Payments, various multiple IVR/telephony changes to support everyday operations, call recording changes).

Performed requirements gathering, creation of functional design documents and project plans and led kick-off and on-going project meetings, including Voice User Interface (VUI) and User Experience (UX) analysis.

Tools/Processes: SDLC Methodology; Agile; MS Project, SharePoint, Excel, Word, PowerPoint, Visio, SharePoint; Rational ReqPro; Business Requirements Documents (BRD) and Joint Application Design (JAD) sessions.

Terri Cygan *****@************.*** Page Two

BANK OF AMERICA/BALBOA INSURANCE GROUP & QBE FIRST, FT/Simi Valley & Irvine, CA February 2011 – December 2011

Senior Operations Consultant: Provided Business Analysis, Design, and Project Management of IVR applications for Mortgage and Auto related insurance servicing including VUI and UX analysis.

Performed support of everyday operations, requirements gathering and documentation, and frequent implementations associated with IVR/inbound calls to the QBE FIRST Insurance Servicing call center organizations providing assurances of minimal disruptions.

ADDITIONAL RELEVANT EXPERIENCE

COOLEY GODWARD KRONISH, Contractor/Broomfield, CO

Telecom Analyst (Contractor; Exclusively Legal): Analyzed and researched documents for telecommunications intellectual property litigation including documents from 10+ companies, and the Contact Center earlier systems. The documents included call flows, technical, business and financial information, deposition transcripts, and emails.

SQL queries of scanned documents, and custom reporting was used to research and document the findings.

AURORA LOAN SERVICES, A Lehman Brothers Company Contracted by Modis, Inc, Contractor/Littleton, CO

Senior Telephony Technical Analyst: Provided Project Management and Analysis for existing Call Center components. Ensured Documentation, Analysis, and Training for transition of existing call center components to new systems including documentation of existing and new systems. Analyzed existing and new data (3270, various relational databases, Web services) for integration and/or continued access with the new call center systems.

Performed analysis of custom call center related software tools for customer service agent data display, and relevance for the new call center system.

QWEST COMMUNICATIONS, Now CenturyLink/Lumen Technologies, Contractor/Denver, CO

Contractor/ Lead IT Project Manager/Consultant, Qwest Web Contact Center (QWCC): Project managed the design, development, and implementation of multiple custom QWCC-developed IVR applications for external Customers. Activities also included active involvement in VUI and UX analysis. Projects: English and Spanish speech recognition application for mortgage banking; ID Theft registration and validation system for the State of OH; Pharmacy and HR applications Kaiser Permanente; Student financial aid system for the State of CA; Entertainment application for an NFL football team; Speech-enabled catalog ordering application.

Acted as the primary contact for various Qwest and Customer organizations ensuring complete telephony integration, including toll-free provisioning/cut-over, CTI integration, and interfacing with local exchange carriers.

Managed geographically dispersed and primarily remote project teams and mentored a new project manager.

UNIPRISE, A UnitedHealth Group Company, Basking Ridge, NJ

IT Architecture Consultant/Manager: Managed the application design effort for the first release of a new speech recognition telephone self-service IVR system based on VXML using Tellme Network’s services. Refined and authored system requirements with the Uniprise business partners.

Co-authored the application design documentation including VUI and UX analysis. Managed the testing process (Unit/System/UAT).

AVAYA COMMUNICATION/LUCENT TECHNOLOGIES, Englewood, CO

Contractor/IVR Technical Trainer/Instructional Designer/Consultant

Developed and tested technical training material for the Script Builder, Voice@Work, and TAS IVR application development proprietary tools including a UNIX-based menu and command interface, a PC-based Object-Oriented interface and a C programming language API for data access.

Delivered Train-the-Trainer and on-going classes for Avaya's domestic and international Customers and instructors for the Script Builder and Voice@Work tools, the ORACLE database system/SQL, and user interface/call flow design delivering training at centers in the US, UK, E. Europe, S. America, and the Middle East.

WELLS FARGO MORTGAGE, Remote/Winter Park, CO

Contractor/IVR Software Consultant: Implemented a new pay-by-phone IVR application for Wells Fargo-serviced home mortgage holders to allow for payment of monthly mortgage payments via a deduction from a checking or savings account.

EDUCATION/CERTIFICATIONS

Bachelor of Science (B.S.), Computer Science

Clark University, Worcester, MA

Certification: SAFe Product Owner/Product Manager

US Citizen by birth

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