Michele Nylander

CallMiner, Inc.

08/2008-Present

Leads the industry in enterprise speech analytics software for extracting business intelligence from contact center customer communications

Client Relationship Director

• Promoted to Client Relationship Director in Sept 2011 to leverage my strong leadership skills and customer relationships built while working in the company’s User Experience role
• For new customers, ensures a successful launch and highest user adoption, while acting as a liaison to provide continuity and oversight for successful customers throughout their lifecycle from pre-sales to ongoing use
• As a subject matter expert (SME) and the customer’s advocate for success, supports customer’s effort in producing a return on investment by collaborating with executive stakeholders and business sponsors to identify, plan and execute their company's strategic analytical objectives in speech analytics
• Anticipates and identifies issues, gains trust and provides an escalation route that ensures swift resolution

Accomplishments

• Concurrently manage 9 client relationships, which resulted in retaining and growing key customer relationships while exceeding the sales requirements in my first two consecutive quarters
• Successfully converted an at-risk client by bridging the gap between the client and the organization and ultimately resulted in the client expanding services
• Effectively managed the client relationship for our top client during a substantial software upgrade, while aligning goals with the project manager and implementation team, allowing the installation to occur before schedule and within projected targets

Senior User Experience Product Manager

• Responsible for the user experience in an agile environment throughout the entire product cycle — gathered customer and competitive insight, translated findings into design opportunities, then iterated and validated the product direction
• Created interaction design deliverables such as wireframes, site maps, personas, user stories, prototypes (low- to high-fidelity) and other artifacts that described the intended user experience
• Served as the expert in the user experience design process and provided leadership on user experience best practices
• Leveraged usability best practices, web conventions and user research to design highly usable products that were engaging, easy to use and improved customer productivity and satisfaction
• Collaborated with internal resources and used valuable customer insights to develop simple, innovative solutions to complex user interface problems, and ensured the goals of both the customer and the company were met
• Identified and strategically prioritized user experience pain points gathered from site visits, user group and beta program and defined the usability roadmap using a variety of ranking techniques
• Acted as the Product Owner in the scrum process and has served as the Scrum Master

Accomplishments

• Redesigned the legacy product and won the 2009 Product of the Year award from Customer Interaction Solutions magazine, the leading publication for CRM and call centers
• The product redesign received high marks from Industry Analysts (DMG Consulting), specifically:
  • “CallMiner’s customers are successfully using your product. As a standalone product… your customers are getting to results faster than anyone else. Without a doubt, your customers get it”
  • “Significant improvements to workflow and usability. I can now see how a customer would use Eureka to solve a problem”
• Created the company’s first highly successful Beta program and User Group, and helped build the Customer Advisory Board to gain feedback on strategic priorities while solidifying customer relationships
• Won CallMiner's 2010 Employee of the Year award
• Certified Scrum Master, 2009, by the Scrum Alliance

MIVA, Inc.

12/2004-08/2008

Provides online marketing solutions for businesses. MIVA was the leading independent performance marketing network

User Experience Group Manager

• Led the user experience and interface design process while working closely with developers and product managers to ensure the goals of both the customer and the company were met
• Developed low- and high-fidelity prototypes and product requirement documents that effectively described the visual and behavioral aspects of each design
• Leveraged usability best practices and user research to design highly usable products that were engaging and easy to use, improving customer productivity and satisfaction
• Evaluated interface design alternatives through field studies to collect usability requirements and translated findings into creative design solutions
• Analyzed information gathered through testing, qualitative interviews, behavioral observations, and Urchin statistical data to determine where changes could reduce customer problems
• Built and managed a user experience team of web designers and technical writers

Accomplishments

• Led the design of MIVA’s most strategic project, a global application that combined three platforms (internal and customer-facing); designed more than 200 screens in less than 6 months
• Hired the company’s first technical writer and led the development of a comprehensive help system, substantially reducing training time and support calls
• Realigned positions and hired the company’s first user experience designer, substantially reducing development effort and increasing speed to market
• Completely redesigned the legacy product, increasing sign-up success by 19% and initial funding by 60%
• Received outstanding performance reviews and promoted within 3 months of hire

Barr Systems, Inc.

09/1997-12/2004

Develops software and hardware solutions for high-volume production printing, mainframe-to-network connectivity, electronic report management, and enterprise print distribution

User Interface Development Supervisor

• Created innovative, intuitive user interface designs, and managed the design from conceptualization through development, ensuring the implementation has retained its usability
• Communicated design ideas by creating prototypes using Adobe PhotoShop and Microsoft Visual Studio, and wrote specifications that described the visual and behavioral aspects of each design
• Provided usability guidance throughout the software lifecycle, ensuring the implementation of the design has retained its usability
• Conducted usability evaluations and analyzed data gathered through testing, customer feedback, and knowledge base solutions and translated findings into design improvements
• Ensured compliance with corporate style guidelines and Section 508 accessibility guidelines
• Hired, trained and supervised a staff of technical writers and usability professionals

Accomplishments

• Led a team that designed the first web interface for the company’s flagship product
• Developed robust departmental procedures to help the company earn ISO 9001 certification
• Received outstanding performance reviews, several quality awards, and promotions

CH2M HILL

12/1994-09/1997

Provides integrated services taking any industrial or public works project from concept through planning, design, construction, operation, and maintenance

Technical Writer/Editor 3

• Authored ground-up technical reports and proposals, including leading a team of scientists, engineers and others in creating a 3-volume document for Kelly Air Force Base in 30 days
• Designed and maintained Web content as the company’s first regional Webmaster
• Managed timelines and met every deadline in a challenging, fast-paced environment