Served as a Digital Product Owner/Business Analyst for the App and E-commerce domains within Verizon's MVA (Mobile Virtual Assistant) team.Drove customer experience improvements by understanding user journeys, assessing quality, and implementing transformational changes across the mobile app and website.Provided bi-weekly presentations to senior leadership, updating them on progress and developments in the loyalty program area.Leveraged tools like Adobe Analytics, Glassbox, Medallia, and ContentSquare to gain insights into customer user experience and create roadmaps with partners.Developed detailed customer journey maps for specific experience areas, covering both the mobile app and online channels.Maintained and managed backlogs, customer experience defects, and enhancement requests for the MVA team.Extracted and analyzed data to convert into actionable insights and user stories, improving customer experience.Prioritized audit and fix efforts using key metrics, stakeholder management, and experience.Created detailed requirements that defined solutions and partnered with cross-functional teams for delivery across channels.Ensured features and user stories were released into production as expected, meeting defined requirements.Explored opportunities to integrate generative AI (Gen AI) technologies, such as natural language processing (NLP), computer vision, and generative models, into Verizon's products and services.Collaborated with AI/ML teams to define use cases and requirements for Gen AI solutions, including virtual assistants, chatbots, and content generation tools.Stayed informed about ethical considerations, regulatory requirements, and best practices related to the development and deployment of Gen AI solutions.Ensured Verizon's Gen AI products and services aligned with ethical standards and complied with relevant guidelines.Facilitated agile ceremonies, managed project timelines, dependencies, and risks, ensured adherence to agile principles.

Spearheaded the development of innovative digital solutions as a Product Owner/Business Analyst within Best Western's Digital Transformation team.Specified configuration requirements and contributed to the design and documentation of system processes, with a strong emphasis on user-centric approaches.Demonstrated expertise in translating business needs into actionable requirements by leading grooming sessions and creating JIRA tickets, user stories, and acceptance criteria.Ensured product functionality and quality assurance by developing comprehensive UI/UX test designs and test cases for manual testing.Collaborated effectively with cross-functional teams to define API requirements, troubleshoot issues, and optimize system performance.Conducted thorough systems analysis and interpreted business rules and requirements for the technical team, ensuring alignment with business objectives.Continuously explored and implemented methods to enhance monitoring, uncover issues, and deliver enhanced customer value, adhering to Agile principles.Developed and implemented RESTful APIs for web applications, facilitating seamless communication between front-end and back-end systems.Curated the product vision for the Agile Team, defining objectives and strategies to achieve an autonomous delivery experience.Performed in-depth data analysis within Salesforce, providing valuable insights into customer behavior, sales trends, and pipeline performance.Collaborated closely with the development team to design and implement data solutions, ensuring seamless integration with Best Western's data platforms.Played a pivotal role in data modeling, creating and maintaining data structures to support business intelligence needs and reporting requirements.Developed comprehensive business requirements, plans, and key performance indicators through detailed documentation, data flow diagrams, and flow charts for UI/UX testing and execution.

As a Business Analyst within Lowe's E-commerce Content Team, spearheaded category improvement projects, effectively managing timelines, deliverables, and reporting.Demonstrated exceptional service delivery by resolving issues and fulfilling requests from vendors and internal stakeholders in a timely and efficient manner.Addressed data governance concerns and conducted comprehensive content audits to ensure compliance with federal regulations and internal requirements.Exhibited leadership by coordinating a task force of peers to address escalations and ongoing issues identified during daily operations.Solely managed the incentivized ratings and reviews program, overseeing 200+ vendors and 150,000+ items, ensuring effective program execution.Created uniform marketing documents for Lowe's paid content programs, ensuring consistent and professional communication.Crafted messaging utilized for ticket management and internal outreach initiatives, fostering clear and effective communication across the organization.Established and maintained comprehensive training materials to educate team members, enhancing overall efficiency and knowledge sharing.Designed and led webinars for vendors, providing guidance on enhancing the online customer experience and improving vendor performance.Collaborated with technology teams to facilitate problem resolution and develop project proposals, ensuring alignment between business and technical requirements.

As a Business Systems Analyst within the TPA Processes Team, led grooming sessions, created JIRA tickets, and developed user stories, ensuring effective requirements gathering and communication.Supervised and managed the rebuttal procedure, coordinating issue resolution and generating reports for monthly reporting, ensuring stakeholder alignment and transparency.Orchestrated the successful integration and ongoing support of Distribution/Sales systems, optimizing workflows and enhancing the efficiency of sales processes within the organization.Collaborated closely with sales teams to comprehend their requirements and translate them into actionable business and functional specifications for system enhancements, bridging the gap between business and technical domains.Played a pivotal role in the management of operationally focused projects related to Distribution/Sales systems, ensuring seamless data and workflow-oriented solutions were delivered to support critical business operations.Responsible for the administration of claim processing rules, leveraging appropriate references, billing, and guidelines to accurately process complex and specialty claims, ensuring compliance and adherence to established protocols.Utilized SQL Server Management Studio to generate data extracts for customers and the Operations team, enabling data-driven decision-making and fostering collaboration between cross-functional teams.