I'm a detective focused on the voice of the customer to drive change. I use data to perform original research and analysis to understand customer pain points. I build scale-able processes to help identity and resolve customer issues.• Influence vision and strategic direction for digital product line. Collaborate with executive committees, sales, product management, and project teams on concept development, content strategy, product strategy, visual design, product pricing, and lifecycle management.o Ensure product stability in adhering to user stories.o Designed 5 scalable processes to identify and resolve customer pain points.o Built 2 application health dashboards for product team and business operations team.o Created and implemented 3 innovative contact reduction processes, including IP reassignment and pre- and post-release analysis tools. Built queries to identify continuous stream issues, reducing overall technical contacts from 12.6% to 5.8%. Reduced technical customer contacts by 80% and repeat customer contacts by 31%.• Rally engineering and product teams to listen to the Voice of the Customer. o Prioritized and resolved 10 customer-impacting defects per month.o Facilitated weekly meetings with engineers and prioritized defects and streaming errors. • Build relationships with key project stakeholders. Deliver product update presentations to management and operational business requirements to development team.• Prioritized defects for 2 support teams and resolved coding and logic errors, including beta, and production defects.

• Managed defect review board and oversaw meetings twice weekly.• Built automated tool to assist in meeting prioritization.• Oversaw Fannie Mae Business Objects (BOBJ) Report Reconciliation and Fannie Mae end-to-end process improvements.• Managed defect tickets for requirements, design, development, and test teams.• Built 2 automated Microsoft Access tools with automated data intake, allowing client to confirm software testing accuracy.• Analyzed balance sheets and business reports and led 100s of client-consultant meetings.• Created 4 unique month-end reconciliation dashboards in Tableau.• Modernized Fannie Mae's single-family loan in collaboration with software team on new product implementation.

+ Strategic Management Program with Professor Taz Rajwani