Mye Coates

Experience

• 

  GEICO

  Jan 1990 - Jan 2023

  Meritoriously promoted from Senior Project Manager to oversee AWS Migration and Enablement of Voice Channel in Customer Relationship Management (CRM). Key Accomplishments:- Managed major migration of GEICO Call Centers to new cloud solution representing scope equaling 47,000 phones / associates, 413 regional offices, and 220 million calls per year; - Led options analysis to determine Minimum Viable Product (MVP); built and managed roadmap supporting future iterations through program’s 2025 completion;- Leveraged Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) to measure progress against roadmap towards intended result(s);- Applied best practices to promote and ensure optimal cross-functional alignment; maintained transparent and continuous communication, and set SMART goals to build consensus among teams;- Partnered with Developers, Engineers, and Technical Operations team to estimate feature sets for program increments;- Collaborated with Engineering on complex architectural designs and proposed simplified solutions;- Liaised with stakeholders to align organizational commitments with technical capacity and capabilities. Show less Selected from Systems Analysis division to build Artificial Intelligence (AI) Experimentation Program.Key Accomplishments:- Utilized benefits of AI and ML technology to optimize GEICO’s digital content portfolio; discerned more predictable results of customer behaviors associated with multi-tech interaction, generating new net revenue totaling $315M over three (3) years; - Drove community engagement across fifteen (15) technology divisions representing over one hundred (100+) associates, resulting in 400% increase in experimentation rate;- Built new web site to increase program visibility; fostered collaboration among community, generating over five hundred (500+) site visits / impressions as of 2023; - Created course curriculum to increase value proposition of new campaigns; achieved 85% increase in program utilization, and unprecedented 100% certification rate;- Augmented traditional experimentation with personalized demographic profiles and customized psychographic markers which spoke to unique GEICO customer preferences; implemented eleven (11) segmentation campaigns, resulting in 25% increase in conversions. Show less Specifically chosen to lead and execute President’s Challenge on Call Deflection.Key Accomplishments:- Led team of five (5) Junior Analysts in redesigning IVR call flows; introduced predictive offers, intelligent call routing, and automated texting, and drove 5-point increase in customer satisfaction rate;- Championed new asset acquisition to generate more actionable insights from IVR users; improvement opportunities tripled in first three (3) months, allowing for 50% faster resolution of defects;- Promoted creation of new API gateway to expand suite of services available via IVR, driving 3-point improvement in digital adoption;- Collaborated with IT to remove transactional silos by providing channel continuity across phone, web, and mobile platforms; co-authored business and technical requirements supporting over seventy (70+) features behind new omni-channel experience; new configuration yielded 30% reduction in time required of customers to complete transactions;- Designed and published GEICO Payment Methods brochure circulated among millions of policyholders; brochure showcased various payment methods, and defined benefits associated with each;- Co-authored GEICO’s Cost Benefit Analysis (CBA) tool for use by management to forecast benefits of new technology acquisitions and subsequent profits. Show less

  • Technical Program Manager

    Jan 2022 - Jan 2023

  • Senior Project Manager

    Jan 2019 - Jan 2022

  • Senior System Analyst

    Jan 2011 - Jan 2019

  • Senior Productivity Analyst

    Jan 2001 - Jan 2011

  • Licensed Agent + Executive Underwriter

    Jan 1990 - Jan 2001
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  Self-employed

  Jan 2019 - now

  Freelance Industrial Design & Graphic Artist

  Conceptualize and design visually striking graphics, illustrations, logos, and layouts for various digital and print client projects.- Collaborate with creative teams to understand project requirements and deliver designs that align with brand guidelines and objectives; - Create modern compositions for websites, social media assets, marketing collateral, and advertising campaigns;- Conduct thorough research on industry trends and competitor analysis to provide fresh and innovative design solutions;- Participate in brainstorming sessions, offering creative input and contributing to the development of effective design concepts;Key Accomplishments:- Built over 50 corporate presentations; -Designed logos for small local businesses -Created designs for H Street Arts Committee. Show less