Technology Consulting, Digital & Emerging TechnologiesProviding consulting services to clients for digital delivery, product management, and Agile transformations.- Product Manager, Digital Signage – Championed product management efforts for a large QSR client, overseeing Digital Signage and Content Management platforms.- Product Owner, Direct to Consumer & Loyalty – Spearheaded product ownership for a leading quick-service food industry client, focusing on their mobile application for customer loyalty services and rewards.- Product Owner, SAFe Transformation & Robotic Process Automation – Led product management in a strategic advisory capacity for a prominent real estate development client's digital SAFe Agile transformation and Robotic Process Automation (RPA).- Product Manager, Customer Communications & Schedulers – Managed as Product Manager for a real estate client, leading the integration of custom scheduling calendars into Salesforce to streamline the management of single-family home appointments.- System Analyst, Engineering & DevOps – Played a crucial role as a System Analyst in a cross-functional team that improved Continuous Integration/Continuous Deployment (CI/CD) processes for a consumer retail client's enterprise applications.

- Performed product owner functions for contact center AI leasing and omnichannel development teams for chat, text, email, and voice.- Analyzed AI Chatbot and trained the AI for intents and requests for improved customer experience.- Lead migration of contact center from legacy systems to a new unified platform.- Supported implementation and integration of communication tools/widgets for RealPage client websites- Prioritized product backlog and documented business requirement and other product artifacts.- Tested APIs for contact center and omnichannel systems with other external applications.- Performed user acceptance testing, regression testing, and stress testing.- Experience with offshore and cross functional teams maintaining product backlogs in Jira and Azure.- Practiced Agile Product Management frameworks, Scrum and SAFe.- Facilitated Agile ceremonies and interactions with business units.Accomplishments:- Migrated legacy chat and text platforms to omnichannel system.- Launched Unified Communications services: chat, text, email, voice.- Launched AI for Chat and Text.- Launched new agent desktop platforms for contact center.

- Gather requirements from business units for process or software needs.- Maintain product team backlog- UAT, QA, and Dev testing for internal and external applications- Facilitated meetings with business stakeholders and development teams.- Ad hoc queries, data validation, and data testing on MS SQL Server.- Product Backlog management and delivery using Team Foundation Server (Azure)- Facilitated Scrum Agile ceremonies.- Create reports and dashboards for business stakeholders using Power BI and Excel.- SOAP and REST API testing.- Monitored, reported, and tracked Application usage logs/metrics.Accomplishments:- Data Migration from legacy systems. Successfully migrated and retained approximately 95% of physician and medical school data from legacy database to new system.- Digital Transformation for physician services applications and verifications.- Implementation of Physician's portal to allow physicians access to view their exam scores, application status and verification status.- Initiated API adoption for multiple State Medical Boards.

- Managed Microsoft Access database with evaluation and survey data from various SWA University training programs.- Facilitated meetings with customer delivery groups for requirements and information gathering for creating level 1,3, and 4 evaluations.- Analyze areas of improvement for training and making data driven decisions to learning curriculum.- Presented analytical findings to customer group leaders on areas of interest ex: ramp agent accident frequency based off feedback from training evaluations. Finding correlation between accidents and training.- Developed​ ​reports​ ​using​ ​Tableau, Power BI​ ​and​ Excel​​ ​to​ ​support​ ​SWA​ ​U ​leadership​​ ​decisions- Facilitated​ ​meetings​ ​to​ ​ensure​ ​projects​ were​​ ​on​ ​track​ ​by​ ​confirming ​roadmap deadlines​​ ​and​ ​delivery​ ​dates​ ​with ​the​​ Project Manager- Observed and analyzed SWA training curriculum and researched gaps to be improved upon.