Sharing H.O.P.E. (Healing on Planet Earth) is a non-profit organization based in Carroll County, MD on a mission to bring hope ad strengthen communities by sharing local resources, eliminating food insecurity, and inspiring a better quality of life.

Promoted to Senior Director of Product Management, overseeing Beachfront's suite of advertising technology platforms, including the CTV focused Supply Side Platform (SSP) and highly acclaimed deal curation platform, Beachfront Select.• Lead the end to end product lifecycle from strategy planning to sprint management for Beachfront's CTV focused SSP, applying agile methodology• Own all scrum ceremonies across a global team of engineers supporting the platforms, providing detailed requirements to address complex implementations• Provide leadership, development, and support to the team of Product Managers• Build strong, trusted relationships with stakeholders across the business, as well as client side• Ownership of all privacy related initiatives to ensure compliance in bidstream signals• Serve as the JIRA Administrator for product's JIRA projects.

Lead the end to end product lifecycle for Beachfront's CTV focused Supply-Side Platform (SSP) and Advanced TV product. Own all scrum ceremonies across a global team of engineers supporting the platforms. • Revitalized the product lifecycle process across the entire organization, introducing new processes such as RICE scoring for prioritization and growing trust with stakeholders• Grow and develop Associate Product Managers in both their role as a PM and industry knowledge• Ensure compliance with privacy laws and industry standards• Maintain a pulse on industry changes to align product strategy accordingly

Owned the feature development from ideation to launch, working alongside engineering in an Agile framework on Yahoo's Supply-Side-Platform (SSP) supporting Audiences & Identity and Machine Learning verticals. • Worked with product vertical owners to develop and maintain product roadmaps with cross-functional dependencies. • Developed clear product requirements documents with extensive user stories to facilitate completeness in engineering designs. • Conducted market research ideate competitive future product features.• Managed stakeholder relationships and expectations for roadmap timelines.• Partnered with Marketing to prepare go-to-market materials for feature launches.

Promoted to an expanded leadership role in Exchange Quality while helping drive supply side strategy.• Led complex projects that require expertise in supply chain in programmatic advertising• Participated in working groups to redefine company strategy for supply side partnerships, providing data-driven insights to support decisions• Mentored team members in resolving ambiguous escalations and partner communications• Provided sales tools to identify demand partners in violation of quality standards with resources to proactively resolve issues and improve their performance on the exchange

Continuation of role with Verizon Media under new company ownership: • Provided data mining research and insights using SQL and Tableau to resolve ad fraud and malware escalations. • Gathered requirements and partner with engineering for product features and integrations. • Supported reporting data source migrations through various iterations involving Vertica, MySQL, Hadoop HDFS, on-premise, and AWS. • Managed malware vendor relationships and identified opportunities for improvement.• Partnered with industry leaders and oversight organizations including the IABTech Lab and TAG to improve security in programmatic advertising by helping write new transparency standards and participate in event panels

• Monitor supply and demand performance to identify and research possible fraud and quality concerns in the advertising technology space• Create new reporting using Tableau and SQL• Collaborate with various departments to improve and create processes that improve exchange quality• Research current industry fraud trends and partner with vendors to apply learnings to improve processes and technology• Participate in industry groups to create new transparency standards and share best practices for quality control

Conduct software administration and integration for internal CRM, accounting, documentation, and communication software. Complete assessments to improve and create processes that optimally leverage systems. • Drove the end-to-end software development life-cycle to integrate with a third party software and engineer Azure based solutions for sales tools.• Managed third-party software integrations, including implementation, testing and validation.• Provided support and training documentation for software end-users. • Designed and owned company intranet on Microsoft SharePoint.

Led a group of Workforce Management analysts performing event planning, forecasting, and scheduling analysis. Support spanned both inbound and back office call center businesses with an emphasis on accurate projections and creative staffing solutions. • Invested time in enriching team members' functional and leadership skills. • Presented senior leadership with strategy recommendations and subsequently executed.• Provided subject matter expertise in large scale projects to minimize customer impacts.• Oversaw requirements delivery to outsourced staffing vendors and billing reconciliation.• Project managed migration of workforce management software while ensuring data integrity and continued operations.

Spearhead Strategic Planning for the Workforce Management Team servicing Fraud, Claims, and Disputes for Plastics and Non-Plastics • Provided guidance and support to Workforce Analysts and Managers in the areas of Event Planning, Scheduling, Real Time Service Level Management, Case Queue Strategy, and Strategic Planning. • Delivered recommendations to senior business leaders on global staffing and operations strategies for inbound calls and fraud prevention case demand. • Collaborated with Call Routing, Capacity Planning, Risk Management, Training, and Technology teams to execute business initiatives. • Organized technology events to achieve zero customer impact during the event. • Negotiated vendor practices to provide better service to customers.

Act as an integral member of the Workforce Management team in Retail Operations Fraud Prevention, using experience and building knowledge quickly to develop solutions for operations challenges • Software Administrator for workforce management software for three lines of business including over 1500 employees, crossing multiple sites globally.• Performed staffing and root cause analysis for blended inbound and outbound environments, as well as presented solutions to senior leadership and implemented solutions.• Collaborated with capacity planning, forecasting, routing, and business leaders to recognize trends and improve processes.• Leveraged technical skills with the Microsoft Office Suite to create tools that increase efficiency and automated analyses.• Project managed high level business plans to execute with excellence.

Integral member of a team of business analysts managing a workforce of over 5000 employees, in 10 locations globally• Consistently evaluated call center metrics and staffing to ensure appropriate staffing levels and distributions are in place.• Balanced staffing requirements and available resources at the 30 minute interval level to meet contractual obligations with various partners.• Coordinated U.S. Time Change with international sites, creating and executing a detailed project plan to update impacted schedules.• Worked with reporting software partners to lead a high impact project streamlining data collection and automating specialized reporting, allowing over 400 hours annually to be focused on other initiatives.• Created multiple complex Access queries to identify and resolve data integrity issues in our workforce management software, resulting in over 100 errors found and resolved.

• Reconciled phone log in/log out reports with workforce management software and timecard entries to validate continuity.• Consistently maintained timecard audits with less than 5 hours variance.• Distributed performance, compliance, and trend reporting to team managers and team leaders to aid coaching conversations.• Researched and documented payroll cases to resolve outstanding pay issues for phones staff.• Facilitated training for new hires on timecard tracking software and accrual guidelines.• Invested time with peers to develop time management skills and share best business practices.

Used superior knowledge and servicing skills to assist customers with inquires on their credit card accounts. Found innovate solutions to situational challenges while maintaining customer loyalty. Offered products while engaging customers.• Acted as Team Coach to motivate peers in a sales environment and assist with questions.• Reliably balanced multiple call center metrics, meeting or exceeding all goals in sales and efficiency performance.• Participated in the new hire support program with the training department to aid new hires with knowledge and procedural questions during their initial weeks of servicing calls and offering products.