Leah Boyea
CENTENNIAL
Summary
Adept at roadmap development and stakeholder relationship management, I spearheaded product launches and enhanced client services, achieving significant improvements in customer satisfaction. My expertise in Scrum methodology and proficiency in MS Office suite have been pivotal in driving project success and fostering team collaboration.
Adept at deconstructing and planning stories in order to promote improvements to product design and implementation. Excellent relationship-building, organizational, and project management skills with a focus on overcoming technical challenges and implementing successful resolutions.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Product Owner
Integrated Financial Settlements
07.2021 - 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 the product vision, goals, and milestones for successful execution.
- Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
- Owned and prioritized product backlog.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
- Analyzed customer feedback to identify areas for improvement.
- Cultivated strong relationships with key stakeholders by maintaining open lines of communication and addressing concerns promptly.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
- Optimized product performance by identifying areas for improvement and implementing necessary changes.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
- Fostered a culture of continuous improvement through regular retrospective meetings with the team.
- Enhanced product usability by conducting user research and incorporating feedback into development.
- Managed implementation of new features by outlining plans and specifications such as how, where, and when each component would work.
- Focused on building critical features up front in order to identify constraints and technical challenges.
- Streamlined project management processes for improved efficiency and timely product delivery.
- Fostered culture of continuous improvement, encouraging team feedback and implementing process enhancements.
- Managed stakeholder expectations through regular updates and strategic communication, building strong relationships.
- Conducted usability studies to identify pain points and opportunities for improving user interface and experience.
- Streamlined backlog management, ensuring alignment with strategic goals and timely feature delivery.
- Translated technical requirements into user stories, bridging gap between development teams and non-technical stakeholders.
- Enhanced product vision by collaborating closely with stakeholders to gather and prioritize requirements.
- Championed customer experience, incorporating user feedback into product development to increase satisfaction.
- Prioritized bug fixes and enhancements based on user impact, maintaining high levels of customer satisfaction.
- Led agile teams to deliver high-quality software solutions, significantly reducing time to market.
- Oversaw product launches, coordinating marketing, sales, and development teams to ensure cohesive go-to-market strategy.
- Coordinated with design and media teams to develop high-quality creative assets.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Participated in training programs to enhance product knowledge and customer service skills.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Developed product documentation to communicate upcoming features and products to internal teams.
- Coordinated design meetings and decisions with internal departments and teams.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Prioritized roadmap in order to achieve product goals and metrics.
- Established criteria for each milestone within product roadmap as means to measure developmental progress.
- Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
- Liaised with clients to better understand business needs and current market landscape.
- Coordinated project planning and execution with team members and team leads.
- Managed product demonstrations and testimonials for performance evaluation.
- Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
Business Analyst
Integrated Financial Settlements
05.2020 - 07.2021
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
Manager of Client Services
Arcadia Settlements Group
01.2020 - 03.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Developed new employees and on-going performance assessment of current employees.
- Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
Director of Client Services
Structured Financial Associates, Inc.
11.2018 - 01.2020
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Kept stakeholders up-to-date on details pertaining to client projects.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Coordinated schedules and timelines for events.
- Adapted quickly when faced with unexpected challenges or changes in plans, maintaining composure while finding effective solutions.
- Managed event logistics and operations.
- Collaborated with cross-functional teams to ensure seamless event execution and positive outcomes.
- Established positive relationships with clients, ensuring their needs were met throughout the event planning process.
- Handled crisis management situations promptly, minimizing negative impact on event outcomes and client satisfaction.
- Developed creative marketing materials that generated interest and boosted event attendance.
- Facilitated smooth transitions between event segments by creating detailed schedules and providing clear communication to staff and participants.
- Brainstormed and implemented creative event concepts and themes.
- Coordinated with vendors to deliver exceptional catering and audiovisual services during events.
- Maintained accurate records of all event expenditures, ensuring budget compliance across multiple projects.
- Managed budgets effectively, negotiating contracts to secure cost savings without compromising quality.
- Conducted post-event analysis, identifying areas of improvement for future events.
- Employed social media platforms effectively to promote upcoming events, reaching a wider audience base.
- Evaluated feedback from attendees after each function, utilizing insights gained to inform improvements in subsequent endeavors.
- Coordinated large-scale corporate events, ensuring seamless execution and attendee satisfaction.
- Assists with maintaining National Account Client relations and reporting requirements. Served as the primary resource for SFA Consultants and Coordinators to field questions ranging from national account guidelines to document questions. In addition, assist the Director of Marketing and Communications by creating training programs for the field, setting up meetings and other special projects.
Consultant and Marketing Liaison
Structured Financial Associates, Inc.
05.2016 - 11.2018
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Managed client relationships through regular check-ins and updates on project progress.
- Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
- Negotiated contracts on behalf of clients, securing favorable terms that contributed to their overall success.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Increased brand awareness by developing and implementing strategic marketing campaigns.
- Trained junior team members on best practices in marketing strategy development and execution, fostering professional growth within the department.
- Streamlined internal communication processes, improving overall team efficiency and productivity.
- Spearheaded email marketing campaigns with engaging copywriting methods that drove high open rates and click-through success stories.
- Established strong relationships with industry influencers, resulting in increased collaboration opportunities for the business.
- Created visually appealing marketing materials that captured target audience attention and facilitated conversions.
- Coordinated successful marketing events, boosting customer engagement and generating valuable leads.
- Successfully launched rebranding initiatives by coordinating design updates across all digital channels while maintaining cohesive messaging throughout promotional materials.
- Answered general marketing department inquiries by email, phone, and mail.
- Planned and executed internal and external marketing events.
- Composed daily posts for social media and helped build corporate presence on Twitter, Facebook, and Instagram.
- Organized logistics for marketing strategy meetings.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
Structured Settlement Coordinator
Structured Financial Associates, Inc.
05.2006 - 05.2016
- Supported company growth with effective marketing efforts that increased brand awareness within the community.
- Contributed to company reputation by delivering exceptional customer service that garnered positive feedback from clients.
- Developed customized solutions for unique situations, demonstrating adaptability and problem-solving skills.
- Identified opportunities for improvement within internal operations, implementing strategies that enhanced overall performance.
- Cultivated positive working relationships with lenders, title companies, and other key stakeholders in the real estate industry.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Preforming administrative duties for 6 brokers in Atlanta, Ohio, New York and Texas. Working with Attorneys, Claims Adjusters, Life Company Reps, and Claimants. Drafting and reviewing settlement documents, Managing premium checks and document submission, Assist with mediations, Keep up to date records for all claimants. Working with Microsoft Word, Excel, Adobe and Case Management System.
Education
High School Diploma -
Roswell High School
Roswell, GA06-2000
Skills
- Release planning
- MS office suite
- Product backlog management
- Roadmap development
- Problem identification
- Stakeholder relationship management
- Scrum methodology
- User acceptance testing
- Feature prioritization
- Product planning
- Story planning
- User story creation
Certification
- Certified Scrum Product Owner
Timeline
Product Owner
Integrated Financial Settlements
07.2021 - Current
Business Analyst
Integrated Financial Settlements
05.2020 - 07.2021
Manager of Client Services
Arcadia Settlements Group
01.2020 - 03.2020
Director of Client Services
Structured Financial Associates, Inc.
11.2018 - 01.2020
Consultant and Marketing Liaison
Structured Financial Associates, Inc.
05.2016 - 11.2018
Structured Settlement Coordinator
Structured Financial Associates, Inc.
05.2006 - 05.2016
- Certified Scrum Product Owner
High School Diploma -
Roswell High School
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