Welcome! I'm Aaron Mund.

I’m a Product Owner, Project Manager, and a Process Improvement Leader.

I have a passion for optimizing workflows, enhancing user experiences, and driving strategic change. With expertise in Agile, Lean Six Sigma, and change management, I specialize in leading cross-functional teams to deliver impactful solutions. From streamlining operations to implementing AI-driven efficiencies, my goal is to create smarter, user-centric, more effective processes that drive measurable results. Let’s build something great together!

A track record of success

Projects

All images, except for the UX project, are generalized recreations designed solely for demonstration purposes. They do not contain or reflect any proprietary company or PII details

Payments and Destinations App

Problem

Phone consultants must navigate multiple locations to find payment details such as amount, destination, and payment date. Additionally, there is no centralized way to verify destination changes, increasing the risk of providing incorrect information or missing payments that need updating.

Solution

Develop a streamlined 360 payment information application that consolidates all relevant details into a single, easy-to-read interface.

Result

The new application reduced call handling time by over 5 minutes when used, significantly enhancing efficiency. It also improved the customer experience by eliminating errors, ensuring accurate information, and preventing missed payments.

Call Organizer App

Problem

Phone consultants must navigate at least three separate tabs; Authentication, Account Home, and Call Documentation on every call, leading to inefficiencies and increased handling time. Additionally, there is a need to integrate Google CCAI (Call Center Artificial Intelligence) to deliver real-time, proactive insights such as relevant articles and action items throughout the call.

Solution

Develop a sidebar application that seamlessly guides consultants through the entire call process, from authentication to call closure. This application also integrates proactive insights, providing consultants with key caller information; including recent transactions, frequent calls, and website activity. Eliminating redundant customer inquiries.

Challenge

During the development of this application, we discovered that cloud updates would not be ready in time to integrate Google CCAI as planned. This required us to explore alternative methods for proactively delivering relevant information to consultants. To address this, we implemented hard logic to extract transaction data and leveraged Adobe Analytics to retrieve the last web page visited, ensuring that consultants still had access to critical customer insights.

Result

The implementation of this application resulted in an estimated $700,000 in annual savings while enhancing both consultant and customer experiences. By reducing the number of required tabs and delivering real-time, context-aware insights, consultants can work more efficiently, and customers receive faster, more accurate support. This app is now being integrated into Salesforce.