Climate Risk Data

Responsible for overseeing the development and monitoring of the Home Loan Navigator (HLN) tool and Online Banking (OLB) "Offers" for Bank of America. In charge of SAFe planning, managing of requirements, business processes, high-level solution design, data mapping, test case design, and implementation planning and support. Oversee the incident management for day to day functionality of the HLN and OLB tools. Lead a team of offshore and onshore resources in scrum activities, retrospectives, PI planning and Agile coaching. Supervising the UAT environment for deployments and bug fixes the QA team would approve to go to production. As the product owner I rely heavily my analytical skills to work with the development team, stakeholders, and third-party vendors to improve the customer experience. Maintain Jira records and defining requirements for user stories, bugs, spikes and deliverable epics for regulatory compliance and audits OCC reporting.Develop new processes for improving team productivity in order to increase overall velocity using the Scrum framework.

Responsible for driving company-wide excellence by creating solutions to complex business requirements that enhance the client experience. Continuously improving existing enterprise-wide operations by supporting the integration of new products and services, regulatory requirements, tools, technologies, and markets. Mitigate risk through ITIL analysis and understanding of interdependencies and business threats that could impact or be impacted by the delivery of new products and services. As the Scrum Master (CSM) for the team completed liaise between the Product Owner and development team, stakeholders, and third-party vendors to improve the customer experience using a SAFe framework.Maintain compliance by documenting and implementing the defined business rules and policies.Spearhead company improvements, leveraging available technology and redesigning processes to incorporate it. Seek to improve information accessibility through the development and maintenance of the Knowledge Management library because of change management processes. Encourage long-term client retention by ensuring the alignment of business operational strategies and technical solutions.Lead UAT testing of development improvements to the KM library Being the Subject Matter Expert (SME) for the entire Enterprise organization for Knowledge Management was charged with the monitoring, incident management, technical writing, article creation/editing, and SQL reporting of articles within the Charter Copilot library. Using veteran analytical skills I would provide guidance with HTML, Java, and CSS they create. Conduct SQL reporting and analysis of content that may be outdated, inaccurate and user click rates.

In this position I have been able to earn the trust of my fellow team members by successfully completing projects ahead of schedule and without issue. Earning praises from my managers and stakeholders for going the extra mile to make sure the task or issue was taken care of with the highest level of excellence. I have become a SME in support of the Desktop Tools team supporting Customer Care contact centers. I was tasked with the configuration, deployment, training, monitoring and administration of Desktop Tools cloud applications for Charter Communications. I have extensive experience with technical writing, testing, QA, UAT and Production environments. Working on the Desktop Tools team my goal is to improve the quality and functionality of the stakeholder experience with Charter applications using Agile Methodologies and Scrum framework. I actively and consistently supported, enhanced and modified applications to achieve work efficiency for the Charter internal customers. I monitor and maintain information contained within UCM to recommend solutions helping to maximize business functions, while making content easily accessible for the Customer Service Representatives. With help from contributors within the contact centers and divisional offices I am able to assess and develop solutions in real time providing a unique level of customer service for internal and external customers. Charter utilizes AWS (Amazon Web Services) to deploy over 200 different communications through email, SMS, and IVR to our external customers. I consistently review our architecture to reduce cost, improve performance and refine functionality for Charter Communications Inc. I oversee the planning, design, and executing of complex company solution configurations to be deployed to the cloud. I review stakeholder requirements, analyze the alternatives, and conduct product recommendations related to the platform, software, and network configurations.

Through hard work and studying I became one of the top agents in the department leading in, average handle time, first contact resolution, and avoidable truck roll, helping the department to decreased customer call frequency to the call center. I was promoted to the day I graduated Charter’s repair program and was placed on the Complex Coax Service Team (CCST). There I was awarded Top Agent two fiscal months in a row, after only four months of being in the department. While in this position I volunteered for Charters, Form a New Skill (FANS) program. The FANS team was tapped to train more than 80 new recruits taking live calls. We helped agents with navigating their call flow and taught them how to solve more complex issues. We answered and explained a wide range of questions about the company policies and how to apply them to each situation. We are expected to maintain broad and in-depth knowledge of trouble shooting programs such as Scope, DOCSIS, Serve Assure, Command Prompt/Telnet commands, Graphic User Interfaces (GUI) of various modems/routers. We also work with multiple CRM data bases; ICOMS, ACSG (CSG), Salesforce, Granite, IPMT and Archer to name a few. We also worked with SIP Trunk phones and EOD (Ether over DOCSIS) which require a broad knowledge of the hardware and software exchanges between the fiber and coax systems. I have been fortunate enough to become a SME (subject matter expert) with modem scripting and troubleshooting of coax networks, helping to solving problems that are generally unstructured and require extensive use of conceptual thinking and technical skills.