✔︎ Designed, prototyped and tested an internal operations UI for our Technical Operations and Customer Success teams to automate the delivery of our product to a 3rd party, greatly reducing build, delivery times and human resources. Time savings went from 24 hours to 15-30 minutes. I created mockups, user flows, heuristic evaluation, production management, QA and usage documentation. The tool includes a query builder, auditing, data pull requests and custom targeting.✔︎ Roadmap owner who works with senior leadership to scope, prioritize, and plan 2023 roadmap. Responsible for monthly updates and quarterly planning sessions with Sales, Customer Success and Technology.✔︎ Led optimization project for an adtech product from discovery to execution, including the development and measurement of project KPIs as well as management of the pilot. Used pilot results to drive product roadmap for 2023.✔︎ Worked closely with Data Science to develop and roll-out 5 ML models predicting customer behavior and envisioned other proprietary derived insights products and features.

✔︎ Led product development for several flagship products and an analytics report suite, working with Senior Management, Data Scientists, Operations and engineers to scope, iterate, set up operation procedures and productionalized for client-readiness.✔︎ Organized and executed various operational excellence projects, such as client onboarding process and materials, SOPs, internal issue escalation - helping to streamline processes between Commercial and Tech teams.✔︎ Defined information architecture for internal knowledgebase, via Confluence-Atlassian, for wikis such as product guides, SOPs, project templates, roadmaps, and resources. ✔︎ Designed, prototyped and tested a developer onboarding tool (DOT) for technical teams sending data to company’s API; included heuristic evaluation.

✔︎ Product Owner for Morningstar’s Retirement Manager new features squad. Last project I delivered included building, QAing and releasing a Social Security Optimization feature to provide better retirement advice for investors. ✔︎ Analyzed plan and participant data to improve the performance of Retirement Manager and its Wealth Forecasting Engine.✔︎ Owned the creation of detailed user stories in JIRA and also owned the backlog to prioritize tasks and facilitate project completion that aligned with the roadmap’s goals.✔︎ Used data to analyze the plan, participant and product performance of Retirement Manager and its Wealth Forecasting Engine.✔︎ Collaborated with Senior Product Managers, Engineers, Developers and Design to support prioritization of product changes and new features, develop product roadmap, and determine product functionality.

✔︎ Owned various projects from inception to completion with Product, Client Services, Tech and Management, covering matters such as methodology testing, gain/loss analysis, new feature integration, design and QA, and knowledge documentation.✔︎ Standardized and improved team onboarding with 30+ SOPs, charts and wiki site for the team via Confluence.✔︎ Acted as Scrum Master for 3 squads.

✔︎ Managed a team of 5-12 client support representatives.✔︎ Monitored team performance via Salesforce reports, Avaya CMS, and case and call auditing.✔︎ Organized team onboarding by creating and executing a two-week master training schedule; edited training materials and set up new team members with necessary system access and resources.✔︎ Led and developed the team's performance by holding goal-setting and feedback sessions to ensure an exceptional client experience.✔︎ Disseminated changes in standard operating procedures to the team by participating in meetings, creating knowledgebase documents, and overseeing implementations while holding representatives accountable to the changes.✔︎ Assumed ownership of all client escalations.✔︎ Exercised independent decision making and effective problem solving.

✔︎ Engaged with 30+ individual and institutional clients daily, regarding Morningstar product functionality, technical, account, data, and methodology questions. Products included: Morningstar.com, Morningstar.ca, Morningstar Advisor Workstation, Retirement Manager, and Investor Newsletters (French and English).✔︎ Assumed ownership of client experience through troubleshooting and escalation of inaccurate data in Morningstar products as well as product bugs.✔︎ Liaison between clients and Data, Operations, Product Developers, Product Managers, and Sales.✔︎ Facilitated training sessions for new representatives on supported products.

✔︎ Managed assigned attorney’s 60+ case docket.✔︎ Drafted, edited and filed motions and other legal documents for federal and state court. Individual and class-action civil litigation lawsuits.✔︎ Facilitated interactions between clients, assigned attorney and opposing counsel.✔︎ Conducted research utilizing Westlaw and other available resources.✔︎ Aided in intake process with potential clients via phone and in-person consultations.✔︎ Translated documents from English to Spanish.