“I started working with Chauncy in 2010 at Dell Technologies, where we built a global customer experience management program that empowered teams and drove results. Her requirements-driven approach ensured alignment with customer needs and organizational goals. Inspired by her work, we expanded the role of the CEM solution throughout the entire organization. Her tight cooperation with both users and vendors led to industry-first integrations between our CEM solution and CX Analytics and VOC tools. At Quantum Metric (QM), Chauncy spearheaded the development of the comprehensive customer enablement program. Chauncy's data-driven approach ensured that these products were continuously optimized and adapted to the latest solution features and customer requirements. She collaborated effectively with engineering and product teams to create clear, concise, and engaging content, including in-product help menus, tutorials, and product tours, significantly reducing the learning curve for all QM users. Chauncy's leadership in creating the Continuous Product Design playbook showcased her deep understanding of product development lifecycles. This initiative empowered customers to establish their own centers of excellence, driving further product adoption and long-term customer success. Chauncy's ability to collaborate effectively with cross-functional teams, including engineering, product, marketing, and customer success, is a testament to her strong interpersonal and communication skills. She consistently fosters a collaborative environment where diverse perspectives are valued, leading to innovative solutions and successful outcomes. I am confident that Chauncy's unique blend of product management expertise, operational best practices, data-driven decision-making, and passion for customer enablement will make her an invaluable asset to any team.”
About
Experience
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ZayZoon
Education
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Cornell University
Licenses & Certifications
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Tealeaf v8 Associate Analyst Master
Tealeaf Technologies
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EC-4 Classroom Teaching Certification Specialized in Technology integrations
Texas Education Agency
Issued ExpiresCredential ID State Board for Educator Certification (Chauncy Cay Maddox) - EC-4 -
Adobe (Omniture) Certified Professional, Analyst: Insight
Adobe (Omniture)
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Adobe (Omniture) for Dell SiteCatalyst Analyst
Dell
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ITIL v3 Foundations
ITIL
Projects
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Partner Connect Admin App—Integration Settings v1
The ZayZoon Partner Connect Admin app was designed for Payroll, HR, and Professional Employer Organizations (PEO) partners to access marketing content and employee usage reporting. Improvement was needed to manage the technical implementation, reduce user error, and provide a self-service method to implement new products (marketplace).
"As a Partner, I want to implement ZayZoon services with the recommended options on my payroll platform and understand the value of each product or…The ZayZoon Partner Connect Admin app was designed for Payroll, HR, and Professional Employer Organizations (PEO) partners to access marketing content and employee usage reporting. Improvement was needed to manage the technical implementation, reduce user error, and provide a self-service method to implement new products (marketplace).
"As a Partner, I want to implement ZayZoon services with the recommended options on my payroll platform and understand the value of each product or service. As a ZayZoon Partner Enablement and Account team, I want to show the time to value for the partner and employee impact of each product offering."
Improved Partner Onboarding by simplifying partner integrations, implementation, and new product availability with standardized code, documentation, and tutorials in one view.
➜ Created minimum viable product (MVP) tutorials and instructions to test with partner user admins and the Partner Success team and gather design improvements and results
➜ Provided enablement and GTM plan for the Partner Success team with Partner Marketing and Product Marketing Management
➜ Streamlined the authenticated partner's current product offerings and services and created a standard platform for future products and services
➜ ZayZoon Partner Connect v1 release included the top 3 addressable market partners: ADP, UKG Ready, PrismHR
➜ Results: Early partner product analytics show 7x traffic customer acquisition and engagement with partner portals implementing the latest product offerings. Significant reduction in partner onboarding calls and errors. Partner feedback, "I did it in 10 minutes before this call. It was easy!"
Standardized technical integration guides are broken into easy-to-follow modules with custom code snippets in multiple languages for any employee or worksite manager dashboards on your platform. Step-by-step tutorials walk any admin through the process to install. Help is always one click away with our stellar partner enablement team.Other creators -
Honors & Awards
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Fantastic award for Major IaaS migration
Dell Technologies
Inspire awards have replaced former eDell Gold/Silver/Bronze and the Fantastic award is parallel to Gold award. This was granted for leading our major infrastructure migration from physical to virtual servers in the new Dell modular data center. Our users now enjoy a 3x faster search and 2x faster season replay and page assembly (processing and routing) customer experience. We migrated 27 physical servers to the private cloud and increased storage 33% to 50TB.
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DAA Awards for Excellence - Digital Analytics Rising Star (nominee)
DAA (nominee)
Nominated for operationalism of Tealeaf program at Dell. Driving user adoption to business results.
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eDell Champion Gold Service Award
Dell
FY13 Q3 for Operational Excellence of a Program in online division.
Some users need in-depth knowledge of the [Tealeaf Customer Experience Management] tool, others just need ad-hoc access. To ensure all [internal] users can ramp quickly and at the pace and depth they need, Chauncy redesigned the SharePoint site. She went above and beyond the average site, providing a windows-8 style site with tiles for: Getting started, FAQ, Training videos, sample searches and much more. The result is…FY13 Q3 for Operational Excellence of a Program in online division.
Some users need in-depth knowledge of the [Tealeaf Customer Experience Management] tool, others just need ad-hoc access. To ensure all [internal] users can ramp quickly and at the pace and depth they need, Chauncy redesigned the SharePoint site. She went above and beyond the average site, providing a windows-8 style site with tiles for: Getting started, FAQ, Training videos, sample searches and much more. The result is an outstanding Wiki site that scales to the growth and breadth of users, improves efficiency and is a standard we are using for other tool sites. Chauncy’s drive to try new things, continue learning and applying this to help Dell excel is outstanding. The result is a set of well trained users that are using Tealeaf to improve the Customer Experience for thousands of customers. -
eDell Champion Silver Service Award
Dell
FY12 Q4 for exceeding Tealeaf program adoption and ROI goals
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eDell Champion Bronze Service Award
Dell
FY11Q4 award - successful Proof of Concept, ROI and contract negotiation for new technology acquisition.
Languages
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French
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Japanese
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Organizations
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Digital Analytics Association
Long-time member | Corporate Member
- Present
Recommendations received
18 people have recommended Chauncy Cay
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