Joan Hoch

Experience

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  Food.com

  Sept 1996 - Jan 1999

  Customer Service Manager

  Web-based service offering online restaurant takeout and delivery ordering nationwide, where I developed and supervised consumer support center and restaurant client services. Responsible for all aspects of Seattle office, including: recruiting, team development, compensation, standards and process design, office logistics, and operating budgets.✔ Improved service levels for generating and maintaining restaurant web sites by 110%.✔ Reduced production process and operating costs by 50% over 2.5 years.✔ Partnered to implement 13 proprietary software applications for operations. Scalable solutions resulted in growth from less than 100 restaurants, to more than 13,000 nationwide. Show less

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  Xylo

  Jan 1999 - Jan 2003

  Client Relationship Manager

  HR services company providing outsourced solutions for employee benefit programs, where I managed F1000 corporate accounts: launched client web sites, developed positive relationships, provided product support. Launched and operated customer care team supporting 2M customer base and related consumer entertainment ticketing program.✔ Improved entertainment ticketing program from 100% manual to 80% automated.✔ Partnered to deliver scalable web portal and cost effective care model, enabling growth from 2 core enterprise clients to 50+. Show less

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  T-Mobile

  Feb 2003 - Jun 2012

  Improved the in-store experience for 2500+ national partner retail stores, including sales, customer service, merchandising, display and design. Defined the enterprise-level strategy for a cross-functional support framework covering internal processes, SLAs, quality programs, shared resources model, and communications. ✔ Implemented a merchandising program for T-Mobile’s Wal-mart Family Mobile product line that led to a 40% improvement in merchandising quality, 20% sales increase in a single quarter, optimized and increased the store footprint, and became the benchmark program rolled out across multiple product lines and national partners. ✔ Partnered with T-Mobile enterprise and Wal-mart to launch five handsets; overhauled and re-launched service plans, supported promotions and changeover within a six-month period. Doubled gross customer sales per month and achieved Supplier of the Quarter and Year awards from Wal-mart. Show less Delivered new product and service capabilities for the Business Sales, Retail, Product Development, & Strategy departments using SDLC and Waterfall methodologies, typically as part of the Enterprise Project Office (EPO). Identified and contributed to continuous project-related process improvement within EPO and Product Development. ✔ Led a $45M project to deliver a custom-branded wireless service to a national retail partner. Guided the enterprise team, including executives and partners, delivering on-time and under budget. ✔ Enterprise Lead PM for launch of the T-Mobile FlexPay payment option, expanding the product and service selection for an underserved segment. Enabled the organization to add ~ 4M customers. Facilitated and coordinated leadership throughout all phases of the initial project delivery and post-launch. Defined and achieved success with fast-tracking approaches to requirements definition, decision making at all levels, prioritization, development, testing, and operational readiness. ✔ Led the Telesales Business Direct Program launch, implementing the capability within 30-days. Established a phased approach, launching on-time and enabling the Business Sales channel to achieve targeted sales results. Show less

  • Director, Store Operations

    Sept 2010 - Jun 2012

  • Principal Program Manager

    Feb 2003 - Aug 2010
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  Step Up Mobile

  Jan 2012 - Jan 2013

  Care & Sales Ops

  Consumer wireless company, pre-launch operations, where responsible to develop all strategy, staffing and service delivery models, plus pre-launch operational readiness, KPI and budget framework.

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  TalentWise Inc.

  Apr 2013 - Jun 2014

  Director of Client Services

  Led a team of up to 150 employees responsible for delivering client technical support and business process outsourcing of background screening services. Planned and managed projects to ensure optimal performance and growth. Developed team of highly dedicated customer service/background screening specialists through ongoing coaching and mentorship.✔ Designed and delivered a multi-pronged staffing model, enabling the organization to flex to variable business needs while efficiently managing costs, speed, and quality. Supported departmental volume growth of >50% YOY, volume swings > 20% MOM, headcount changes +/- >50% in any 3-month period. ✔ Launched Salesforce Service Cloud, resulting in >20% email support productivity improvement, reduced technical issue communication cycle time, and delivered sales and account management customer data transparency.✔ Implemented bilingual support in English and Spanish to improve the company’s competitiveness and customer retention. Show less

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  Joan Hoch Consulting

  Oct 2015 - Oct 2016

  Salesforce.com Consultant

  Identified and analyzed business processes with a focus on delivering customized Salesforce solutions that aligned business objectives with technology. Implemented comprehensive solutions, leveraging blended Agile SCRUM and Waterfall methodologies, that improved operational efficiency, monitored SLA achievement, and established a model for scalability. ✔ Led a highly customized, large-scale implementation of Salesforce Sales and Service Clouds for a national credit card processing service that reduced sales process duration, improved speed and quality of complex internal and multi-vendor communications, and enabled a scalable customer experience.✔ Project managed and configured Salesforce Service Cloud and Community for global technical support team of a network security services organization. Improved the service level track and entitlement management, and created the framework for increased sales and customer visibility to support issues. Show less

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  Slalom Consulting

  Nov 2016 - Oct 2018

  Consultant

  Slalom is a purpose-driven consulting firm that helps companies solve business problems and build for the future.Delivered consulting services to clients from various industries to improve Salesforce (CRM) platform and related business operations. Assessed the business situation, analyzed organizational goals and operations, identified solutions, and devised implementation plans. Led cross-functional project teams, primarily applying Agile SCRUM methodology, and managed the planning, development, and implementation of high-profile Salesforce projects ensuring quality throughout development lifecycle. Led key activities including architecture, design, roll-out planning, performance testing framework, change management roadmaps, go-live and post go-live support planning.✔ Implemented Salesforce Sales and Service Cloud in lightning experience, for an international labor services organization to improve cross-brand sales operations and centralized care operations. Significantly improved data quality, operational efficiency, and enablement of future scalability. ✔ Partnered with a global technical support team transitioning from Salesforce Classic to Lightning, overhauling business processes, and establishing the framework to provide customers a consistent, measurable experience aimed at driving quality. Show less

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  Tableau Software

  Oct 2018 - Jun 2019

  Technical Program Manager

  Tableau's mission is to help people 'see and understand data', delivering server- and SaaS-based solutions globally. Served as TPM, PO and Scrum Master to complete Salesforce Service Cloud upgrade. Partnered with product team and global Technical Support team to identify and continuously deliver value over time. Guided onshore and offshore team members to implement functionality for new solutions and for continuous integration and delivery processes to streamline the deployment and management. Analyzed problems and implemented solutions that optimized functionality, usability, performance, reliability, cost, and scalability.✔ Delivered automated customer support entitlement provisioning for all new sales, ensuring customers received the appropriate level of support from initiation.✔ Seamlessly transitioned program to sustainable operating model by maintaining robust product backlog, and recurring business and product team prioritization to consistently deliver incremental value to internal CRM users.✔ Translated business requirements to dev-ready user stories, prioritizing across multiple product teams to deliver integrated trade compliance application within existing Salesforce ecosystem. Resulted in operational efficiency for the Legal Department, and integrated seamlessly within the sales process. Show less

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  Slalom

  Jan 2020 - now

  Principal

  I most often serve in a project management or solution ownership roles, for the various clients I have served. This includes partnering across workstreams, operational functions, and technology delivery teams in order to complete assessments, discovery, and project implementations. It includes partnering within the team and leadership to define key transformations, enable change readiness and adoption, and track to success.