Bobby Mertink

About Bobby Mertink

Highly skilled and accomplished Digital Product Owner with extensive experience in designing, implementing, and managing complex telecommunication and Interactive Voice Response (IVR) solutions. Adept at leveraging technological advancements to optimize telephony infrastructure, enhance communication systems, and drive business growth. Seeking a challenging role where I can contribute my expertise in telephony/IVR design and strategic planning to support organizational objectives.

Experience

1. Digital Product Owner, Ivr

   Entergy

   Jun 2024 — Present · Austin, TX, US

   Led the end-to-end Innovation Cycle (Discovery, Development, Delivery) for digital platforms, driving process improvements and enhancing customer experience through self-service solutions.• Identified and resolved process inefficiencies and performance gaps, collaborating with cross-functional leaders to improve service levels, operational efficiency, and financial outcomes.• Designed and implemented process redesigns to meet future requirements, overseeing change management initiatives to ensure sustained adoption and measurable results.• Defined and tracked process metrics, preparing progress reports for OPCO and functional stakeholders to ensure alignment with organizational goals.• Managed customer and employee feedback loops, ensuring quality outcomes and addressing experience gaps.• Partnered with Audit & Compliance to ensure process improvements and efficiencies were sustainable, compliant, and delivering intended results.• Applied Agile methodology to manage product backlogs and roadmaps, ensuring timely delivery of high-value features.• Utilized Salesforce configuration and development toolsets to optimize digital solutions, with strong knowledge of digital architecture and systems design to support investment cases.• Recruited and managed project teams to execute digital initiatives, fostering collaboration and accountability.

Skills

• Workforce Management
• Call Centers
• Team Building
• Process Improvement
• Customer Experience
• Customer Satisfaction
• Training
• Vendor Management
• Outsourcing
• Data Analysis
• Contact Centers
• Business Process Improvement
• Operations Management
• Business Analysis
• Change Management
• Call Center
• Team Leadership
• Crm
• Telecommunications
• Analysis
• Leadership
• Forecasting
• Telephony
• Avaya