The Technical Assistance Center (TAC) provides technical support to Harris’ military end users around the world via telephone, email and administration of the Harris Premier site, a customer self-help portal. While leading the TAC team I…
- Reduced ticket turn-around time by 90% from 48 hours to 5 hours (85th percentile).
- Increased the speed of vetting and enabling accounts by 95% from 22 days to 1 days (85th percentile).
- Initiated a program to measure and coach for Customer Satisfaction to maintain Harris’ “Customer First” reputation.
- Used Tableau to create dashboard views of critical metrics in order to inform stakeholders and baseline performance for improvements.
Managing a creative team was a great experience, and the Harris Multimedia Team was certainly creative. They are tasked with creating Computer-Based Training products, video tutorials and web applications for the Harris Premier site, as well as custom user experiences for Harris prototypes, tradeshows, and anyone else that needs an interface to be intuitive and performant.
- Built talent pool and capacity of the group to become a User Experience Design and Implementation team for Harris products and prototypes with web interfaces.
- Implemented Agile Scrum process to better incorporate stakeholder requirements and focus the team on incremental deliverables.
- Created standards for training material by which to score Quality Assurance. Increased quality of released product and reduce rework.