Jessie Nelson (She/Her/Hers)

Experience

• 

  Expedia, Inc.

  Jan 2012 - Mar 2016

  Defined business needs and acted as consultant for Case Management enhancementDrove requirements and managed stakeholder expectations on behalf of Case Management engineering team for various documentation, email handling, and offline case management projectsSupported ongoing software expansion and brand initiatives with process improvement and documentation Negotiated between business stakeholders, project management, and engineering teams to drive continuous improvement to agent productivity and customer experience, within travel agent tools and procedures Provided in-depth use cases and executed user acceptance test plans for engineers of the travel agent tool suite Drove requirements and execution of program configuration, reporting, and user provisioning for Oracle RightNow Chat client Show less Managed project requests for Case Management enhancement and engage cross-organizational groups in requirements gathering for ongoing line of business growthMaintained rapport with both business and engineering development team members to drive continuous improvement to agent productivity, customer experience, and business benefit within travel agent tools suite Delivered requirements for post-release enhancements and new market expansions Drove business test requirements and executed user acceptance test plansPromoted March 2015 Show less Drove improvement to agent productivity, customer experience and business benefit by supporting ongoing releases, issue triage and resolution for web-based agent toolsReceived, logged, triage, prioritized and maintained backlog of all bugs found by end users and business perspective enhancement requests for flight service agent toolsCollaborated with engineering development teams to draft and execute user acceptance test plans Managed user acceptance testing of major tool enhancements and maintenance releases Promoted November 2014 Show less

  • Sr. Business Analyst II - Channel Management & Case Management

    Mar 2015 - Mar 2016

  • Sr. Business Analyst - Case Management

    Nov 2014 - Mar 2015

  • Sr. Agent Tools Specialist - Flight Transactions & GDS Integration

    Jan 2012 - Nov 2014
• 

  Amazon

  Mar 2016 - Jun 2018

  Business Analyst II - Payments Business Operations

  Drove medium to large scale programs from initiation through operational delivery and ongoing support with global expansion in mindRoutinely drove root cause analysis and solutions for payments related issues that impact large numbers of customers and sellersProactively drove customer experience and operational excellence regarding payment methods used by Amazon customers and sellers, leveraging internal and external tools and partnershipsDelivered policies and processes for the payments organization by developing and deploying standard operational procedure documentation which non-technical teams use to solve for complex issues and trainingDeveloped and provided to engineering necessary use cases, business requirements, and launch support for payment experience and tool improvement using Kaizen methodology Show less

• 

  Expedia Group

  Jun 2018 - now

  Drive operational excellence and team performance/development with first-rate analysts; provideinsight and coaching for identifying, investigating, resolving, and reporting upon operational pain points, incidents, and escalationsDefine and execute business priorities by helping to define/design strategic goals, planning, anddocumenting key projects and initiatives, and removing 'roadblocks' my team encountersMaintain and facilitate strong relationships with internal and external teams to support product evolution and innovation in the payments space while adhering to industry standards and practices (e.g. KYC)Provide on-boarding and expansion support of global payments e.g. EMEA PSD2 Secure Customer AuthenticationInvestigate, communicate, and drive root cause analysis and resolution for consumer payments issues by collaborating with internal business and technical teams, and payment providersAnalyze and present payments data/dashboards to identify risks, operational stability, and opportunities for enhancement in key performance indicatorsDevelop and document various standard operating procedures in order to provide consistentoperational training and execution Show less Executed configuration and provide operational analysis for payments production systems, and payments-related projects implemented across Expedia Group brandsInvestigated and drive root cause analysis and resolution for consumer payments issues by collaborating with internal business and technical teams, and payment providersAnalyze and present payments data/dashboards to identify risks, operational stability, and opportunities for enhancement in key performance indicatorsDeveloped and documented various standard operating procedures in order to provide consistent operational training and executionTrained new analysts on day-to-day Kanban support and reconciliation to develop their payments knowledge and productivity Show less

  • Global Payment Operations Manager

    Dec 2019 - now

  • Senior Payments Analyst

    Jun 2018 - Dec 2019