- Work with users to understand their use cases and their existing solutions.- Collaborate with Product/Engineering teams to drive the product roadmaps.- Address bottlenecks, provide user input, anticipate and make tradeoffs and balance the business needs versus technical constraints.- Partner with multiple teams across multiple locations with varying sets of priorities to ensure a timely delivery of the solution.- Clarify and drive project commitments as well as establish and maintain clear chains of accountability.- Facilitate training and outreach to internal support teams as well as external customers- Design and implement solutions using configuration engine.- Provide production support for configuration bugs.- Document gaps in the configuration engine. - Create Technical Requirements for configuration engine. - Work closely with engineering on configuration best practices.

- Wrote detailed product requirements, test cases, and performance metrics focused on scalability, quality, and efficiency resulting in 10 new loan products in 6 months.- Worked every day hands-on with engineers, from product conception through delivery using Agile techniques to manage development process including code review to ensure code quality and maintain scope.- Managed large technical projects cradle-to-grave building a next-generation loan origination platform while advocating for product vision during engineering design discussions to assess technical trade-offs.- Lead cross-functional team (Business, Engineering & Operations) to reduce mission critical loan error rates from >8% to 0% by introducing technology & process solutions resulting in returning >$10M to the internal balance sheet.- Managed Product Roadmap focused on on-time delivery and quality in an extremely fast paced environment while improving platform stability and security.

- Led effort to evolve a single-client platform into a scalable, multi-tenant, configurable white-label marketplace with advanced inventory management, commercial-grade APIs, analytics, email marketing engine and accounting module. - Managed Product Roadmap focused on on-time delivery and quality in an extremely fast paced environment while improving platform stability and security. - Developed Business & Product Requirements including cost and benefit analysis and manage the implementation of new products and features cradle to grave. - Identified, designed, documented and tested product development processes creating repeatable and measurable processes and tools ensuring on-time delivery of new features and products while improving throughput. - Analyzed data from multiple sources to drive product priorities and provide recommendations resulting in improved user engagement, better website usage and reduced costs. - Key contributor to RFIs, RFPs and contract negotiations.

- Identified, designed, documented and tested Professional Services processes based on product plan, client requirements and architecture development focusing on maximizing automation and client satisfaction- Conducted processing time/cost estimates, identify skill requirements and develop staffing plan for all business process- Developed Business Requirements- Identify, design and document Professional Services tools and interfaces to manage various client interactions- Designed and tested pricing calculator for multi-product platform- Designed, developed and delivered training on multiple products for small business and enterprise customers

- Document clear, concise and accurate Release Notes for internal and external client use (5 major platform releases per year).- Document client-facing platform Business Intelligence guide and Accounting Handbook for MVNOs.- Manage documentation project plan.- Facilitated inventory reconciliation of platform and custom Business Intelligence reports used to reduce unnecessary report generation and report consolidation.-Created system and business process documentation for existing products.- Facilitated process improvement initiatives to reduce cycle-time and fallout.- Developed documentation plan and templates for new product line.

- Managed the deployment of a new ACD technology for SBC’s Consumer, Business and Corporate call centers.- Responsible for the development, coordination and on-site execution of processes used to ensure successful deployment of new ACD infrastructure, training and corporate communications with minimal workforce disruption.- Provided end-user support- Acted as single point of contact for all client escalations.- Developed detailed System Requirements, Process Flows, Job Aids, Training material, Troubleshooting Guides and client satisfaction surveys.- Maintained and audited client issues log.- Developed executive summaries of client’s issues log, client satisfaction surveys and deployment activities for each office converted to the new technology.

- Supported the product development and delivery of new technology by interfacing with multiple business and operations development teams (internal and external). - Worked closely with technology and operations teams to ensure the implementation of the new technology exceeded the business requirements. - Developed detailed Process Flows, Methods and Procedures, Job Aids, Reference and Training documentation focused on quality. - Launched a new operations center supporting the new technology ahead of schedule. - Managed a call center with 25 technicians and 4 supervisors responsible for the installation and testing of DSL and DS1 qualified circuits and network premise equipment. - Developed process improvement plans, quality assurance guidelines, and key metrics to drive increased quality, improving production by 25% and throughput by 13%.- Developed adjustable work schedule to optimize center staffing during low and peak installation periods.

- Facilitated the launch of a new technical work center ahead of schedule.- Managed a call center with 65 technicians and 7 supervisors responsible for the installation and testing of DSL qualified circuits.- Facilitated in-depth evaluation of workflow processes with cross-functional teams, focused on quality improvement, and increased productivity.- Developed guidelines and standard operating procedures focused on quality and productivity, increasing department throughput over 20%.- Developed work schedule for call center of 100+ technicians and fluctuating workloads.- Acted as single point of contact for back office systems.

- Audited MCI's Internal Data Network and developed standardization for network installations, which resulted in lower operational costs. - Gained hands-on experience in setup, staging, configuration, and coordination of circuit and equipment installations. - Performed DS1 and DS3 circuit testing and installations from initial order entry and provisioning of the circuits to customer equipment installation, to providing post-installation audits, reporting, and training.- Managed implementation tasks for projects related to wide area networks including; physical provisioning, logical provisioning, CPE configuration, staging and installation.- Provided mainframe applications support and developed training.