CJ Frick

Product Manager / Business Process Analyst / Growth Strategy Consultant

📧 cj@cjfrick.com
🔗 cjfrick.com
💼 LinkedIn

💻 Professional Experience

Senior Business Analyst @ Indeed (2022 - 2023)
Managed programs and projects focusing on operational scaling and process improvement; mentored junior members and stakeholders on best practices, Agile/Scrum, and SDLC; provided analytical support and expertise needed to translate requirements into solutions.

• Engineered an internal NPS/CSAT program, slashing manual overhead by 84%, accelerating response time by 35%, and elevating response rates by 23%. Resulted in a more agile feedback loop, directly impacting product enhancements
• Optimized the Virtual Interview Platform feedback program, resulting in an 8% improvement in vendor quality performance and a 5% reduction in variance
• Spearheaded the development of high-profile roadmaps, processes, and workflows, driving department-wide process improvement initiatives
• Technologies used: Jira, Confluence, Figma, Tableau, SQL
  
  

Technical Program Manager @ Four Toothpicks (2017 - 2022)
Directed client programs including accessibility compliance and training, business process improvement, software engineer onboarding and L&D, e-com and POD product strategy, growth planning, and retail marketing campaigns.

• 💰 Reduced product shipping costs by over $182,000 annually (Industrial Supply E-com)
• 📈 Implemented an accessibility program, boosting compliance from less than 5% to over 80%, enhancing inclusivity and expanding the user base(Ticketing Website)
• Developed a software engineer onboarding and training program, improving global hiring velocity and retention, and reducing ramp time. (Ticketing Website)
• Created automated BI reporting system integrated with seasonally updated marketing campaign which reduced manual operational overhead and improved sales (Gelato Shop)
• Technologies used: Jira, Confluence, Figma, Tableau, WorkRamp, ZenDesk, HTML, CSS, Wordpress, PHP, Shopify, Canva, Google Analytics, Google Ads, Facebook Business, Trello, Excel
  
  

IT Operations & Engineering Manager @ GoMedigap (now eHealth) (2016 – 2017)
Directed cross-functional team responsible for company-wide IT, software engineering, and operations; led recruiting and hiring of departmental staff and contractors, as well as key senior positions; designed and documented business processes and analytical systems; engaged with stakeholders and determined business and user requirements; optimized and configured sales and underwriting processes; facilitated scrum ceremonies including sprint planning, product roadmaps, daily stand-ups, and backlog grooming.

• Implemented an automated live payroll & bonus system, eliminating a week-long, 2-person post-cycle process
• 💰 Managed company-wide IT and operations budget, resulting in a $10,000+ in annual expenditure reduction
• Designed and deployed company-wide knowledge base and training portal
• Technologies used: Jira, Google Analytics, MySQL, PHP, React, Node.js, Balsamiq, HighCharts
  
  

Software Product Manager @ GoMedigap (now eHealth) (2015 – 2016)
Gathered data, business, and user requirements; optimized and configured sales and underwriting processes; managed CRM and email marketing campaigns and retention programs; trained and supervised 3 IT specialists, 1 senior business analyst, and 2 finance consultants; trained employees on CRM and business processes.

• 💰 Directed the design, configuration, and launch of a proprietary CRM, resulting in a $40,000 reduction in annual operating expenditures. This transformative system increased efficiency and output per employee
• Built extensive library of automated, dynamic & real-time reports in SQL (transitioned from manual Excel reporting), resulting in incalculable improvements in efficiency and actionable business intelligence
• Implemented an automated employee reward and recognition system which included eBay-style prize auctions. This initiative boosted employee morale and engagement while efficiently recognizing outstanding contributions
• 🏆 Awarded Employee of the Quarter Q3 2015
• Technologies used: Pivotal Tracker, Google Analytics, MySQL, PHP, React, Node.js, Balsamiq, Microsoft BI, Asana, Zapier, IFTTT
  
  

Business Intelligence & Systems Process Analyst @ GoMedigap (now eHealth) (2013 – 2014)
Managed daily lead flow, CRM, drip campaigns, retention programs, and phone systems; resolved frontline issues related to lead generation and delivery; gathered data, business and user requirements; evaluated, and reported lead quality, SEO, revenue, and sales performance; managed CRM and carrier integrations; generated weekly and ad-hoc reporting and analysis; audited and optimized client database; trained and supervised junior analyst in Excel, report generation, data analysis and presentation; trained employees on CRM and business processes.

• 💰 Recovered over $80,000 in unpaid commissions
• 📈 Automated and optimized lead buying, reducing average CPL from $38+ to $27 and enabling nearly 200% growth in agents
• 📉 Developed dynamic retention processes, reducing churn by 5% and decreasing ramp time by several weeks
• 🏆 Awarded Employee of the Quarter Q1 2014
• Technologies used: Velocify, Google Analytics, Excel, VBA, PHP, Tableau
  
  

🧑‍🎓 Education

Master of Business Administration
Western Governors University - Salt Lake City, Utah, USA

Master of Science Management and Leadership
Western Governors University - Salt Lake City, Utah, USA

Bachelor of Science Business Administration/Business Management
Western Governors University - Salt Lake City, Utah, USA

📃 Certifications

CompTIA A+ ce @ CompTIA

ITIL 4 @ Axelos

Google Project Management Professional @ Coursera

Search Engine Optimization @ Hubspot Academy

Six Sigma Yellow Belt @ 6sigmastudy

Lean Six Sigma White Belt @ Management & Strategy Institute

Project Management Essentials @ Management & Strategy Institute

Complete Web Development Bootcamp @ Angela Yu Bootcamp

Teaching English as a Foreign Language (TEFL) - 160 Hour @ TEFL Fullcircle

Teaching English to Speakers of Other Languages (TESOL) - 120 Hour @ International Open Academy

🖇️ Additional Experience

Volunteer Service @ South by Southwest (2011 – 2016)

• Managed event setup, security, brand liaison communications, and VIP safety
• Optimized queue management and task organization
• Selected as team lead for high priority events
  
  

Military Service @ Massachusetts Army National Guard (2001 – 2003)

• Selected for advanced security clearance and Officer Candidate School
• Served as squad leader for special missions
  
  

💬 Languages

English: Native
Portuguese: A2
German: A1

🧰 Technology Stack

🌱 Currently Learning