Erica M.

Experience

• 

  AT&T

  Apr 2001 - Jul 2023

  As a Product Manager, I have successfully overseen multiple applications including the Partner, Audit, Invoice, and Reporting application (PAIR), the New Hire Equipment Application, and the Device Unlock Automation integrated into the CRM system. My specialization lies in effectively gathering requirements and understanding the core business needs in order to develop and deliver applications that enhance efficiencies and standardize existing processes.The PAIR application has been customized specifically to support vendor invoicing for call center contracts within the AT&T Mobility Consumer organization. This tool facilitates the seamless uploading of invoices, assigns them systematically for review by analysts, and follows a secondary approval process. Once an invoice is approved for payment, the application generates and provides the necessary documents for payment initiation. The reporting capabilities of this application enable the team to analyze costs, track progress throughout the year, and identify opportunities for contractual improvements with vendor organizations. To date, the application has yielded impressive savings of $5.5 million from January to June.The New Hire Equipment Application has been designed as a unique solution for the AT&T Mobility Consumer organization. It automates the equipment ordering process for work-from-home agents, simplifying the steps required by hiring managers. This automation is integrated with AT&T's talent management system and significantly reduces the time and effort expended by hiring managers. The yearly cost savings resulting from this application amount to $600,000.Successfully automated Device Unlock program. Current focus: implementing automation in AT&T CRM for Mobility Consumer. Streamlined process for real-time call/chat requests, transforming eligibility result display for improved efficiency and reduced handling time. Show less As the lead product owner for the Partner, Audit, Invoice & Reporting application (PAIR), I was responsible for providing business requirements to the development team. I also conducted end-to-end User Acceptance Testing (UAT), documented defects, trained end users, and onboarded new business partners. Additionally, I maintained application information in production and consistently sought ways to improve the user experience by identifying areas for enhancement and opening defects. Throughout the year, I delivered innovative custom solutions that exceeded expectations in supporting invoicing and auditing processes.The automation and process improvements implemented resulted in significant audit savings: - In 2020, the launch of PAIR led to cost savings of $6.2 million. - In 2021, we achieved cost savings of $9.5 million. - In 2022, the cost savings amounted to $12.4 million.Furthermore, I was honored with the AT&T Summit 2020 award for successfully delivering the application and transforming how the business managed invoices, ensuring accurate payment in compliance with contracts involving multiple third-party vendors. Show less In my role, I was responsible for developing robust controls for the Device Unlock Program, ensuring the detection and reporting of fraudulent activity. I closely collaborated with Asset Protection to investigate incidents related to device unlock fraud. To prepare for corporate audits, I conducted thorough audit readiness assessments and proactively identified risks, working closely with business units to address any gaps identified.Key accomplishments include: - Designing and implementing proactive readiness reviews for scheduled audits, involving comprehensive data analysis and risk assessments. - Partnering with business units to effectively close gaps and ensure audit compliance sustainability across the Entertainment Group. - Developing controls to ensure policy compliance and mitigate financial risks for AT&T. - Taking the lead in defining business requirements and conducting end-user acceptance testing for the Torch Eligibility Project. - Achieving impressive yearly fraud loss prevention savings of $32 million. Receiving the prestigious Win Together Award in recognition of my contributions in driving increased customer protection and eliminating vulnerabilities that impact AT&T's profitability through leadership and support in compliance audit initiatives. Show less I have been acknowledged as the Subject Matter Expert (SME) for the unlock program at AT&T. As a key member of the team, I played a crucial role in migrating unlock automation from an outsourced platform to an internal platform. Additionally, I conducted detailed performance analysis, evaluated operations data, and performed audits to track and measure results effectively.I collaborated extensively to enhance systems that capture and track data, contributing to the development and continuous improvement of these systems. This includes developing forecasting and budgeting analysis to support strategic decision-making. I also generated comprehensive reports that provided valuable insights on channel planning, performance, and customer experience analysis.I was recognized for my expertise in identifying and addressing fraudulent activities related to unauthorized unlocks. I collaborated closely with asset protection and compliance teams to prevent the processing of unauthorized unlocks, resulting in significant fraud loss prevention measures amounting to approximately $18 million per month.In addition, I developed business requirements to enhance automation processing and implemented robotics process automation solutions to handle fallout volumes.I also contributed to the development of system improvements, ensuring efficient data tracking and capturing. This included conducting forecasting and budgeting analysis to facilitate effective resource allocation decisions.I was honored to receive the esteemed 2016 Technology Development President's Award for my outstanding achievements:- Successfully migrating the unlock processing to an internal digital platform, significantly enhancing the customer experience. - Delivering impressive cost reduction savings of over $55 million over a span of five years. - Significantly increasing automation rates from 60-70% to an impressive 95%, resulting in substantial headcount savings. Show less As a Strategic Partner Support Manager, I oversee a team located in the Philippines and frequently travel to the office for site visits. During these visits, I ensure that proper behavior tactics are being followed through observation and feedback. I conduct focus groups with team leads and agents to identify areas of improvement and gather insights to enhance their daily activities. Additionally, I conduct side-by-side observations with agents to ensure understanding and identify opportunities for process improvement.On a daily basis, I remotely monitor the productivity of multiple lines of business that the team works on. This includes analyzing agent productivity, efficiency, and overall work volumes completed versus work submitted for processing.Furthermore, I have implemented cost-saving initiatives that have resulted in a reduction in required headcount. This has allowed for the allocation of employees to new projects and initiatives. • Managed vendor and contractor acquisition audits to ensure achievement of performance metrics, assessment of operational effectiveness, and delivery of feedback. • Created and analyzed metric reporting to identify performance issues on site and online with device unlock automation. • Evaluated headcount planning and forecasting to align with contractual performance initiatives. • Conducted weekly audits to ensure team stayed within compliance for handling of the unlock work from notating accounts, to following the process and tool utilization. • Led weekly calibrations between August 2012 and March 2015 to ensure understanding of process. • Conducted daily Device Unlock Automation reports on performance, service level reporting and monthly reports for fallout, automation, approvals and denial rates. Show less

  • Senior Product and Development Manager

    Feb 2022 - Jul 2023

  • Sr. Quality/M&P/Process Mgr.

    Dec 2018 - Feb 2022

  • Sr. Compliance Analyst

    Aug 2017 - Dec 2018

  • Sales Performance Reporting Analyst

    Mar 2015 - Jul 2017

  • Strategic Partner Support Manager

    Apr 2001 - Mar 2015
• 

  White House Black Market

  Aug 2012 - Jan 2014

  Sales Representative

  Helping women feel beautiful with the best line of clothes available.

• 

  Humana

  Aug 2023 - now

  Product Manager