Catherine P.

Experience

• 

  Staples

  Feb 2010 - Aug 2020

  Led the Operation Support Strategic Work Alignment Project, creating workgroups based on task analysis.Acted as the Business Point for the New Order Management System Project, overseeing documentation and workflow.Identified operational tasks supporting .COM customers and mapped them to the new system.Communicated priorities to the business unit regarding system-supported tasks.Approved system design and ensured alignment with business needs.Incorporated service levels into the Alert Prioritization Design and tested designs for functionality. Show less

  • Manager of Project Services, Operations Support

    Jun 2016 - Aug 2020

  • Sr. Manager of Strategic Initiatives

    Jan 2015 - Jun 2016

  • Sr. Project Manager - Operations Support, NAD Customer Service

    Feb 2010 - Dec 2014
• 

  Manulife

  Aug 2020 - Aug 2021

  Director of Group Benefits Insurance Contact Center

  Developed operational strategies for the Group Benefits contact center, aligning with organizational goals and incorporating input from training, workforce management, product marketing, IT, and distribution.Led the transition from CSR Desktop CRM to Salesforce CRM for managing phone, email, and documentation.Created and refined service models to meet service level agreements for the contact center.Built and maintained relationships with key stakeholders to enhance the customer service experience.Made decisions on hiring, terminations, staffing, expense management, location strategies, and employee engagement to achieve service goals.Oversaw offshore operations to ensure service targets were met.Managed the growth, coaching, feedback, and recognition of approximately 500 employees across multiple locations. Show less

• 

  Staples

  Aug 2021 - Jul 2024

  Product Manager

  Guided the team in implementing SAFe Agile best practices, facilitating Agile ceremonies (daily stand-ups, retrospectives, demos, and grooming sessions), managing sprints and releases, and removing obstacles to achieve sprint and quarterly goals.Helped the team estimate stories using relative estimation and historical sprint capacity for Program Increment (PI) Planning.Created and maintained a rolling four-quarter product roadmap, covering initiatives, enablers, production support, and enhancements.Facilitated stakeholder meetings to align on product status and roadmap.Gathered, prioritized, and negotiated business requirements with stakeholders to ensure timely product deliverables.Managed and prioritized a JIRA backlog, aligning product capabilities with business needs and competitor insights.Led the team in adapting to changes in requirements and priorities in a fast-paced environment. Show less