• Product Owner and Scrum Master for the CRM Service Cloud (SC) engineering team supporting a volume of ~120K daily new cases, ~32MM total active and non-deleted cases, and a workforce of ~3K agents• Liaise between engineering and the global Twitter Service (TwS) organization using agile and Scrum to conduct user interviews, gather requirements and use cases, create as-is/to-be process flows, craft business requirements documents, create/groom user stories, build product backlog, identify/resolve issues, lead user acceptance testing, and partner with both sides to deliver programs and features to production• Led an integration to allow Tweets/DMs to @TwitterSupport that contained a case number (~18% of total volume) to be escalated from Sprinklr to Salesforce for trained agents to work, reduce handle time within Sprinklr, and be able to fulfill TwS’ goal of responding to 45% of engageable mentions to @TwitterSupport• Managed the implementation of CleanSpeak for SC which automatically highlighted slurs and profanity on reported Tweets and provided context on those terms so that agents could be more informed before taking action, decreasing the average handle time (AHT) of cases by 28% and increasing agent productivity by 6%• Supported the rollout of Professional Profiles by allowing Twitter.com reports to pass key data points over to Service Cloud to assist agents in deeming whether the report is a violation• Supported the rollout of Communities by allowing agents to access a Reported User or Community directly from the Service Cloud case and take appropriate action• Streamlined the DMCA Copyright case handling process by allowing agents to bulk add thousands of reported infringing URLs to cases for reconciliation AND bulk update their validity, reducing AHT by 75%• Introduced the CRM SC team’s project roadmap which was a model for multiple teams across Twitter IT

Liaise between engineering and SAP Concur’s Global Customer Support and Service Delivery organizations for 4.5 years in the same manner as aforementioned above leading cross-functional programs including:• Salesforce/JIRA Integration – allowed Concur Billing cases to be escalated to JIRA (SAP Finance) which led to a 41% increase in CES and $2.2MM (5%) reduction in outstanding cash (with Billing disputes)• Migration to Qualtrics – transitioned customer surveys from Clicktools to Qualtrics to improvecustomer (and employee) experience, allow for real-time and actionable insights, and expand security• Service Partner Community – added dynamic forms and conditional fields to transition partnersupport from various email inboxes to case management system built via Salesforce Communities• Improvements to Support Chat Experience - provide a consistent experience to our customersregardless of the origin of the chat, thereby preventing the negative impact to NPS and CES scores• Litmos (Learning Management System) – integrated it with Salesforce to better manage and trackcustomer and partner enablement content (e-Learning and certification)• KB Recategorization - re-tool of the data category structure for SAP Concur’s knowledge base (~20,000 articles)• Knowledge-Centered Service (KCS) Enhancements – aimed at promoting self-help and improving case resolution time by empowering Support analysts to create, grow, and evolve knowledge• Glance - implemented a co-browse tool to allow 475+ Support agents to better understand customer issues, leading to 4249 sessions in the first two months of rollout and a 12% increase in CES for cases• Redesign of Customer Support Chat - updated the look and feel of the Support chats to provide asimpler, cleaner, up-to-date, and more consistent experience for our customers• Post-Chat Survey - presented a survey to our customers at the conclusion of a Customer Support chat session to be able to collect direct feedback on the experience

• Introduced and drove the creation of IT’s Quarterly Planning product roadmap to provide prioritized 3-month plan with level of effort (t-shirt size) to business partners and leaders across all of SAP Concur • Automated onboarding process for Concur Runs SAP program, simplifying and streamlining the end-to-end process by reducing the time to do so from 7-10 days to hours• Worked on Salesforce configuration requests, reports, and testing to help sprint team members as needed

• Implemented ServiceNow to replace JIRA for incident, service, access, and application management as well as onboarding and knowledge base across SAP Concur internally • Implemented Project Condor, a large-scale initiative to expand IT to become more agile and entailed the formation of 5 disparate sprint teams and a JIRA delivery tool overhaul• Represented IT on behalf of SVP at WTIA Tech Crawl, speaking to ~100 technology sector students about personal experience, growth, and impact• Developed annual IT roadmap visual presentation to highlight value delivered, which was presented to the SAP Concur CTO, CIO, and SVP IT, and displayed on SAP Concur screens worldwide. • Business analyst and co-product owner for JIRA Help Desk: acted as the liaison between the business and internal JIRA team by collecting business requirements, creating user stories and bugs, prioritizing backlog, coordinating UAT, release management, deployment and post-deployment • Coordinated JIRA Help Desk upgrades by working with project owners to capture and resolve any issues or feedback, provide daily status reports, and create cross-business communications• Evangelized and administered Smartsheet across all IT teams, becoming the go-to person for all questions• Integrated JIRA and Smartsheet from project request submission through one-click approval and automated project epic creation in JIRA• Analyzed and determined the necessity of public Exchange folders as part of the move to Office 365• Led the move from Box to OneDrive/SharePoint for IT Customer Systems, acting as the key point of contact

• Developed informative Tableau dashboards to answer key business questions and drive strategic decisions• Re-vamped BI Portal with new content, improved layout, and organized structure to promote effective use by both individuals new to and experienced with BI, providing full walkthrough in multiple presentations • Managed all bugs and testing progress during Tableau 9.0 upgrade, coordinating with business unit leads

• Developed 40% of total inclusive test cases based on functional specifications for new software system• Facilitated bug triages through presentation and analysis of bugs, coordinating with the engineering team• Investigated log files when issues occurred to pinpoint the associated cause and then determine solutions

• Directly reduced customer-reported issues by 20% through proactive testing efforts• Built and managed comprehensive bug reports in MantisBT, formulating resolutions with developers • Analyzed competitors and presented actionable insights and recommendations to influence the direction of the business by effectively communicating findings to cross-functional groups

• Collaborated through SDLC on the development of mobile app within a team of 4 • Installed iterations of Android application package and iOS application archive files for testing