Amanda Drescher

Experience

1. Senior Product Manager Boeing Global Services (Bgs) Support

   Boeing

   Feb 2024 — Present · Seattle, WA, US

   Responsible for shaping the end-to-end support experience for Boeing Global Services (BGS) customers and agents, building a unified support ecosystem across siloed business units.• Leads the strategy and development of a unified Experience Cloud Support website for Boeing’s BGS customers by consolidating and modernizing legacy support journeys and implementing scalable self-service tools to reduce servicing costs.• Leverages Service Cloud to incrementally combine support channels from two global, disparate distributors, implementing standardized case workflows, agent processes, and aligning customer entry points, resulting in measurable reductions in agent tool swivel-chairing and resolution times.• Advancing modernization of Customer Training Services by building support tooling from scratch, introducing customer self servicing, and integrating customer journeys with related digital products.• Driving a transformation initiative migrating 22 Commercial support teams to a unified Salesforce architecture, enabling consistent agent tooling and cohesive support process design, building integrations to reduce and modernize systems, and standardizing support KPIs across the business.• Mentored a summer intern by providing coaching on product management and creating a customer support project to own, enabling hands-on experience and deliverable outcomes.• Began Private Pilot training to expand my knowledge of airplanes and airport operations.

Education

• Georgia Institute of Technology

  B.S. in Business Administration, Concentration in International Business

  2008 — 2013

• University of Colorado Denver

  Executive MBA, Aviation

• University of Oxford

  International Business

  2011 — 2011