I excelled as Senior product owner/manager and drove software innovation, development, and success. My main focus of achievement was improvement in market value, while gaining competitive advantage. I also cultured customer customer-centric approach in development of software roadmap of insurance claim applications.My key highlights:- Succeeded to execute group life and disability claims capabilities.- Optimized product development and capabilities by steering initiatives in partnership with cross-functional teams, including sales, engineering, and quality assurance. - Enhanced team's efficiency and ensured timely commitments by preparing and streamlining sprint backlog.- Identified and expanded product scope to end-to-end value chain and persona needs.

I led product vision, business roadmaps, and product improvement for the company’s claimant and employer digital experience. I was in charge of up to three scrum teams and optimized digital properties for claimants, managers, and employers. I was instrumental in defining KPIs and producing CBAs for recommended capabilities. My key highlights: - Advocated, commenced, and led several digital transformations, resulting in advancing product capabilities, growing revenue, increasing operational efficiency, and improving client/consumer experience. - Envisioned and delivered mobile app for managers, offering real-time 24/7 oversight of employee-absents/leaves. - Launched first automated texting campaigns for Benefits, resulting in over $300K annual cost savings. - Integrated Conversation-as-a-Service on AWS platform and positioned it for multi-endpoint, enabling diverse usability. - Project managed several cross-functional initiatives by leading vision, design, requirements, and delivery. - Created annual revenue impacts up to $20M by leading Costco Leave Management implementation, revamping customer experience through Customer Journey, and implementing new claims system, FINEOS. - Governed products, including Group STD/LTD, Voluntary Benefits products, Group Life, ADA, and Leave Management.

I realigned team-orientation and emphasized on customer-centric approach to drive management of STD claims for assigned block of customers. I directed seven regional Short Term Disability teams with 12 to 15 Disability Benefit Specialists. My key highlights: - Optimized company services for block of fully-insured and self-insured STD businesses with inforce premium of $60M, annual benefit disbursements of $40M, and ongoing STD claim reserve liability of $5M. - Contributed to enhancements in service delivery and sales/renewal processes by participating in customer meetings. - Facilitated operational growth and effectiveness by promoting internal communication and driving change. - Awarded half-time role as Product Owner and as leader for Benefits department for IT-related requests.Additionally, I served as Director/Strategic Manager at Contact Center, Unum, Chattanooga, TN, where I met service and quality goals for virtual cross-site Contact Center operations, while managing up to five teams. I maintained operational flow of the contact/call-center by making authoritative, strategic decisions for organization of 300+ employees receiving over four million calls per year. My key highlights:- Instigated and implemented initiatives that drove operational effectiveness across hiring/budget, workforce management, IVR maintenance, and customer services. - Recruited exempt support managers who supervised Customer Contact Center Representatives