Mary Casey

• Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
• Communicated effectively with team members to deliver updates on project milestones and deadlines.
• Reviewed sales, customer concerns, and new opportunities to drive business strategy.
• Analyzed metrics to measure product performance.
• Coordinated design meetings and decisions with internal departments and teams.
• Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.

Areas of focus: CRM tools and consumer application

• Developed product documentation to communicate upcoming features and products to internal teams.
• Collaborated with sales, marketing, and support teams to launch products on time.
• Ensured support teams were operationally prepared for new feature releases.
• Managed product demonstrations and testimonials for performance evaluation.
• Analyzed metrics to measure product performance.
• Championed customer experience through expert analyzation and communication.
• Aided Product Managers in troubleshooting bugs for new and existing features
• Coordinated communication and cross-team efforts to address large scale product issues and assisted in providing data to support teams to address issues with clients.

• Investigated 3 outbreaks to identify source of infection, educating healthcare personnel regarding short- and long-term control measures
• Worked with local public health and hospital personnel to assist in healthcare personnel monitoring for the monkey pox response, and successfully aided 5 hospitals in mitigating further spread of the disease
• Created a case tracking tool for the purposes of quality improvement, to sooner identify issues with our ELR systems and timely rectification. This tool also decreased the time it took to do yearly audits by 3 hours
• Learned R to merge large datasets (10,000+ rows) and conduct basic statistical analysis.
• Surveilled notifiable infection conditions and outbreaks in the state of Colorado region with over 5.8 million people.

• Established procedures and quality standards for 25 COVID vaccine and testing sites around Colorado and conducted site visits to ensure that protocols were being followed to maximize avoiding preventable injuries. We saw a 50% decrease in workplace incidents after protocols were put into place
• Created a KPI tracker using advanced excel techniques that informed business decision making and significantly improved aspects of our operations. This tool helped us to decrease administrative errors by 80%, and was pivotal in achieving a companywide goal to minimize vaccination waste across all sites.

• Led a team of 3 individuals and successfully built a temporary collections program that retrieved $16,000 in unpaid costs over a 3-month period
• Successfully assisted in decreasing the percentage of defect customer inquiries aging past 30 days from 30% to 15%, enhancing the customer experience
• Led team in identifying and implementing lean and continuous improvement actions to enhance production volume and efficiency while exceeding quality standards.

• Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions
• Offered exceptional customer service to differentiate and promote company brand
• Cross-trained in different internal databases and service positions to help team members meet coverage demands
• Audited customer account information to identify issues and develop solutions.