Julie Baars Kaczynski

About Julie Baars Kaczynski

IT Director who understands and distills complex problems into plain language. Skilled…

Experience

1. Crm Product Manager

   Sun Life

   Mar 2021 — Present

   Lead strategy and design innovation to develop client relationship management (CRM) capabilities for sales, call centers and other client support teams at Sun Life. Create product vision and manage roadmaps in collaboration with business partners, technical teams and vendor partners including Salesforce & Amazon Web Services (AWS). • Established CRM program with 2 agile teams during organizational agile transformation. • Drove client-obsessed design through collaboration with UX to achieve a deep understanding of user needs and problem spaces • Delivered new contact center platform in 4.5 months after 8-week proof of concept o 40+ call flows, 120 agents receiving 500-800K calls per year. o Key OKRs were met after 6 months, including reducing call abandonment rates from 9%-4% and reducing transfer rates from 31%-27%

Education

• Brown University

  AB, Comparative Literature

  1988 — 1992

Skills

• Business Analysis
• User Experience
• Documentation
• Team Management
• Project Management
• Business Requirements
• Management
• Vendor Management
• Sdlc
• Requirements Analysis
• Project Estimation
• Problem Solving
• Analysis
• Process Improvement
• Diagramming
• Leadership
• Analytical Skills
• Relationship Management
• Requirements Gathering
• Business Process Improvement
• Agile Methodologies
• Sql
• Quality Assurance
• Software Development Life Cycle (Sdlc)
• Integration
• Software Documentation