Raul Moreno
Product Owner at ModivCare, formerly LogistiCare
- Role
- Product Owner at Modivcare
- Location
- Phoenix, AZ, US
- LinkedIn followers
- 500 followers
About Raul Moreno
RAUL MORENOKey Skills:Bilingual and detail-oriented.Uses analytical skills to help identify risk, business opportunities, and trendsExcellent customer service experience Excellent listening and communication skills, in Spanish and EnglishAccuracy and attentive to detail.Provide direct supervision, mentoring, coaching and development to all supervisors and leads.Process Improvement Manager April 2021- Present• Co-leading business decisions development for continuing improvement of IVA (MARA), including translation of support in Spanish• SME support for technology teams managing multiple products • Created a centralized database of all client contracts that extracted key information in searchable, organized tablesContact Center Manager May 2019 – March 2021• Manage 75 employees with 3 direct reports• Drafted and implemented process and policies aligned to contractual performance- Average Handle Time Reduction - Reduced AHT below targeted goal within two months and maintained quality scores of 97.8%+- Implemented: Lead Mentorship and Challenge Program, Lead Escalation Line, post-training “nesting area,” and Pareto chart (coaching and training standards)• Resolved escalations as point of contact for clientsCall Center Supervisor Aug 2017 – Apr 2019• Analyzed and generated daily, weekly and monthly reports for management • Decreased team’s attrition rate from 70% to 10% in six months USD savings)• Implemented dynamic competition within team to boost morale, attendance, and engagement • Implemented competition among other teams which improved team metrics overall• Mentored job coach and leads to become better leadersResource Management Specialist (Workforce Management) May 2016 – Aug 2017 • Analyzed emerging trends in call volume, allowing the better use of idle agents, minimizing the cost per hour• Anticipated daily business needs utilizing intraday software to provide feedback in real time• Monitored performance of multiple phone lines in real time • Enforced agent schedule adherence to minimize idle time EducationMaster of Business Administration and a Bachelor of Science in Business Administration.
Experience
Product Owner
Apr 2021 — Present · Tempe, AZ, US
Led the launch of a refactored WellRyde Driver App, improving usability and operational efficiency.Migrated drivers to the new app with minimal disruption through staged rollout and targeted enablement.Drove iOS codebase migration from Objective‑C to Swift, reducing complexity and improving performance.Implemented geofence automation for trip milestones and in‑app navigation, Achieved an average 5% improvement in On‑Time Performance (OTP) through analytics‑driven enhancements and process changes. Orchestrated multiple third‑party API integrations to extend functionality and enhance user experience.Platforms & Responsibilities- Transportation Provider (TP) Portal – Own product vision and backlog for a web portal used by transportation providers. Streamline onboarding/credentialing- WellRyde (Mobile Driver & Dispatch) – Own roadmap for driver mobile app and dispatch workflows. Ship features like geofenced PU/DO, in‑app navigation, and reliability improvements; manage release trains, adoption, and telemetry; collaborate with Design for simpler driver flows and with Data for KPI definitions- Marketplace (Provider Supply & Trip Matching) – Define rules engine and matching strategy to allocate trips to the best‑fit provider based on capacity, coverage, performance SLAs, and incentives- Qualtrics (Voice of Customer) – Stand up VOC program across products: design CSAT/NPS surveys, event‑triggered feedback (in‑app/SMS), and dashboards. Run A/B tests, tag qualitative themes, and drive closed‑loop improvements back into the roadmap- eForms (Digital Forms Platform) – Digitize paper processes (provider onboarding packets, incident reports, vehicle inspections, policy attestations). Implement validation, versioning, e‑signature, and workflow routing; integrate with CRM/data warehouse.
Education
DeVry University Phoenix, AZ
Master’s Degree, Business Administration and Management, General
2015 — 2016
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