(Isa)Bella Paniagua-Novak Email & Phone Number

I'm building on my years of customer/client servicing experience and requirements development in my new role as Reporting Lead for client-facing programs. I'm actively engaged in expanding my working knowledge of SQL, Python, as well as using AI like ChatGPT.I've successfully used ChatGPT and my knowledge of Python to build a small program in Python to decode part of a data set which previously was done manually resulting in a time reduction of the task of ~95%https://www.datacamp.com/portfolio/bellapaniaguanovak

Obtained SAFe® 5 Product Owner/Product Manager Certification January 2023

I was promoted and became responsible for defining the product vision and owning the product development process. Using my key strengths of being detail-oriented, exceptionally organized, and a strong communicator, I stepped into my new role with excitement and enthusiasm to learn a new skillset with more responsibility in the growing startup company.Some responsibilities included:- Working with Engineering, Marketing, and Growth to drive the product forward.- Strategizing around ideas and possible solutions to customer challenges.- Presenting solution options to stakeholders, including C-suite executives.- Engaging in status meetings with stakeholders, including C-suite executives.- Acting as the main point of contact between teams and stakeholders.- Managing and prioritizing product backlog items.- Assisting the scrum/product development team to meet the objectives of each sprint.- Adjusting and improving each iteration of the product before release.- Keeping customers and stakeholders informed of the status of the product.- Extracting and retrieving information and data sets to improve upon product.All while being flexible to regular pivots, a heavy workload, and an evolving planning process.

As a Sr. Business Analyst on a remote agile team I was responsible for facilitating effective and engaging meetings and workshops for the product I was assigned to - a multi-tenant mobile and web application for quoting and enrolling in pet insurance that integrates via API with the company's Salesforce instance - in order to elicit requirements that I managed in the sprint and product backlogs.I was also the BA over our company's "legacy" Salesforce system and was responsible for all requirements activities for enhancement requests to automate and improve business processes in order to ultimately boost the customer experience and minimize churn (exact numbers confidential).I collaborated and maintained positive relationships with stakeholders up to the executive level, product owners, and project managers to create concise, actionable items for the development team that deliver customer/end-user value. I worked very closely each day with my co-workers and had the opportunity to mentor new BAs.As the acting Scrum Master for two different teams I engaged in agile project management and: - Used soft skills such as empathy, communication, and negotiating.- Organized, planned, and lead all Scrum Meetings (Stand Up, Retrospective, Demo, Planning).- Assisted the PO with prioritizing the Product & Sprint backlogs.- Cleared impediments and blockers.- Tracked, monitored, and communicated velocity and project progress.

I acted as Act as a Subject Matter Expert for propriety animal shelter management SaaS (now discontinued) leveraging my animal welfare domain expertise, knowledge of the software, and customer relationships to analyze business and user needs, translate stakeholder requirements into the form of User Stories and Acceptance Criteria for cross-functional development team, and conducted focus groups and training for new feature releases.I played an active part in the technical team for the animal shelter software who reduced known bugs/defects in the system by 90% over a 6 month period. I utilized basic SQL queries as part of my investigations into reported issues.After the software was discontinued, I moved over to the part of the company that manages the pet insurance program where I acted as the Business Analyst, Scrum Master, and Quality Assurance Tester on a small cross-functional team. Our team managed the company's instance of Salesforce and Salesforce Communities, all customer facing marketing sites, and was responsible for the development and launch of a new quote and enrollment experience. I was responsible for all requirements elicitation, daily scrum master duties, and functional testing (integration through user acceptance testing) as part of this team.In this new role I worked directly with the business and acted as proxy Product Owner by defining, documenting, analyzing and prioritizing requirements of the products.

As an Account Executive in the Client Services Team, I owned the relationship with my designated animal shelter partners and developed meaningful client relationships in order to provide support on the animal shelter management software system (now discontinued) and the offering of pet insurance to adopters. As a result of of my domain expertise and knowledge after an extensive working and volunteering career in animal welfare and veterinary medicine, I acted as a Subject Matter Expert on animal shelter processes and was invited to assist revamping an adoption program at our largest animal shelter partner (at the time) in order to leverage their adoption volume to increase pet insurance enrollments.As part of the Client Services Team I helped to design, implement, and monitor sales growth initiatives as well as identify growth opportunities and process improvements.

Merriam, Ks

I first managed a team of adoption counselors and retail center at the campus in Merriam, KS. I was responsible for all interviewing, hiring, firing, approving timesheets, and setting sales goals for each adoption counselor. As the retail manager I was solely responsible for maintaining inventory, merchandising, and pricing retail. My first priority after promotion was customer service and retail sales. After increasing sales of parasite prevention 300% and reducing the number of customer complaints, I was asked to consult at the Independence, MO campus and to bring in similar policies and procedures that I had personally created and implemented. After successfully managing both campuses for a time I was promoted to manage both adoption and retail centers. In this role I created a training program for new adoption counselors from the ground up and had the longest employee retention rate since inception of the adoption center at the Merriam, KS campus. I created and taught the classes Shelter Medicine 101 and 201 (that was mandatory for all shelter staff and an option for volunteers who were interested) to nearly 100 individuals.Each day I was the acting manager and conducted team meetings prior to and at the end of each day to get us started off right and headed home on a positive note after reviewing the good things that happened that day.

Merriam, Ks

As an Adoption Counselor I greeted and directed customers entering facility, provided excellent customer service, demonstrated strong computer and telephone skills, used basic office equipment, processed monetary transactions, promoted retail sales, and used online database for animal shelter management.The animal related part of this role included performing animal handling and restraint, administering DAPPV and FVRCP boosters, preventatives, and microchips as needed, assisting with canine and feline animal care (feeding, medications), educating adopters on topics such as preventative care, proper pet introductions, and basic behavior, providing humane education, and using PetPoint animal shelter management software.As an Intake Counselor I was responsible for processing all stray, animal control, and owner surrender intakes. This position required constant use of soft skills such as active listening, empathy, clear communication, and patience as this was an emotionally charged and extremely sensitive part of the shelter to work in.

Kansas City, Missouri

After 2 months I was elevated to the "Expeditor" role. As the Expeditor on each shift I was responsible for the efficiency of the day and worked to allow the 3 doctor practice to see as many patients each day as possible to maximize hospital potential. This required problem-solving, multi-tasking, and remaining extremely organized in a fast-paced, high-stress environment.I gained invaluable experience in veterinary medicine by assisting veterinarians with patients, monitoring anesthesia, prepping animals for surgery, ensuring a smooth recovery post-surgery, and prepared/read fecal samples, skin scrapings, blood smears, etc.I worked directly with clients to accurately dictate their pet's health histories and concerns in the computer database during examinations as well as entered medical findings into each pet's permanent file. This position required compassionate listening skills to understand concerns of pet owners and strong communication skills in order to simplify veterinary terminology for clients of all different backgrounds.

Kansas City, Mo

I worked effectively in a team in fast-paced, high-volume, low-income based walk-in wellness clinic on Fridays in a temporary position. During each shift I multi-tasked throughout day to see as many pets as possible, communicated with and between clients and veterinary staff about each pet's needs, handled client questions and concerns in a professional and non-judgmental manner, set up and cleaned up exam rooms, assisted veterinarian, administered vaccinations, microchips, and blood draws for cats and dogs, performed basic restraints, and applied preventatives for cats and dogs.

Merriam, Ks

As an Adoption Counselor I greeted and directed customers entering facility, provided excellent customer service, demonstrated strong computer and telephone skills, used basic office equipment, processed monetary transactions, promoted retail sales, and used online database for animal shelter management.The animal related part of this role included performing animal handling and restraint, administering DAPPV and FVRCP boosters, preventatives, and microchips as needed, assisting with canine and feline animal care (feeding, medications), educating adopters on topics such as preventative care, proper pet introductions, and basic behavior, providing humane education, and using PetPoint animal shelter management software.While still maintaining my title of adoptions counselor, my new focus in the role of Animal Care Supervisor was on enrichment, behavior, cleaning protocols/standards, inventory for the cat and dog areas of the Pet Adoption Center, and supervising animal care staff and volunteers.Left the company for two months to travel.

Kansas City, Missouri

I provided outstanding customer service in our retail and adoptions center, managed and supervised customer service and animal care staff, communicated with CEO and Director of Operations daily, counseled potential adopters, used online animal shelter management software, created reports for inventory purposes, and performed general clerical duties.As the assistant manager who was the only manager on duty at my location 5 days per week I worked closely to resolve any conflicts that arose with customers and ensured that each customer's and employee's needs were met.In the animal care portion of this role, I insured state safety/health regulations were met, communicated responsible pet ownership, administered basic care (feeding, medications, microchipping) for cats and dogs, monitored pets for health and behavioral changes, performed dog to dog interactions, educated adopters/public on animal care, transported dogs between adoption center and boarding facility each night, and performed standard cleaning procedures.After attending an infectious disease lecture, wrote and implemented new Standard Operating Procedures that brought our location up to speed with the latest industry standards for animal care and welfare.

Bachelor'S Degree, Microbiology

Education record