Paul Elliott

Currently leading Republic's Digital Transformation program to improve the overall Customer Experience: *Areas of focus include optimizing Republic's Call Center Experience from both an agent and customer perspective *Create best in class experience for Republic's Sales Team and the stakeholders they support *Improve overall customer communication in partnership with Republic's Digital Marketing Team *Solutions are delivered through Republic's Salesforce instance which includes Service Cloud, Sales Cloud, and Marketing Cloud *Focus on UI/UX design to improve Average Handle Time, First Call Resolution, and reducing error rates for customer service *Deliver solutions through the Salesforce Lightning platform and take advantage of new Lightning features such as Lightning Flow and Web Components *Since August 2018, Average Handle Time has been reduced by 90 seconds, agent turnover has improved, and agent onboarding has been accelerated as a result of the new development Created new digital platform for both public facing e-commerce sites as well as company intranet sites. Responsibilities include evaluation, purchase, and integration of a new Enterprise Content Management System hosted in a private cloud environment on the Amazon Cloud. Create RESTful API's for content to be consumed from several different applications including a new e-commerce website written in Angular, Bootstrap, Node.js, and Express. Create Continuous Delivery pipeline using Protractor, Jasmine, and Cucumber for testing, Jenkins for Continuous Integration and Docker for containerization. Educate and evangelize Agile methodology in order to create a culture of rapid delivery of business value to our internal partners and external customers. Assist in the implementation of Rally software and training for all stakeholders including internal development teams, testers, analysts, business partners, Product Owners, and Republic's offshore development team.

Accomplishments: Created a new internal & external private/public platform for Choice’s E-Commerce and 3rd-Party Distribution departments. The private cloud platform hosted all Distribution Web Services and API's enabling our Web & Mobile teams to consume these services. The external platform was built on an Amazon VPC hosting RESTful services for our 3rd-Party Partners such as Expedia, Booking.com, and Trip Advisor Led development of a new responsive web application allowing users to create, read, update, and delete information about their hotel, inventory, rates, and business rules. Used Node.js, Angular, and Bootstrap to create this new application which interfaced to the new cloud based platform hosted on Amazon EC2 using Java 1.8 and an Apache Cassandra database. Led newly created DevOps team, adopting an Infrastructure as Code methodology to automate infrastructure provisioning, software deployment, and overall enterprise elasticity to ensure business continuity and improve time to market for new software applications and features. Acted as Development Manager and Product Owner for 8 Scrum teams operating in an Agile environment using Rally. Led implementation project for Oracle WebCenter Sites to replace a legacy Content Management System. Overall project was to re-platform our International Websites including 11 country-specific localized E-Commerce web sites designed for shopping & booking of hotel rooms with overall revenue impact of $40M+ annually. This project won an award for Oracle Fusion Middleware Innovation at the 2013 Oracle Open World Conference for the implementation of WebCenter Sites and the overall integration of Fusion Middleware Apps Led the development of integrating web services to Salesforce for Choice's CRM solution for the Global Sales Organization to maintain strategic Travel Agent and Corporate Accounts.

Work with various companies in the Valley and nationally to support software development projects.

Manage 2nd level support, some systems analysts/admins (Windows), database production support (SQL Server), small telecom group.