• Responsible for developing inspiring platform/product visions, derived from business needs, market opportunities, and trends• Using the Working Backwards method, decomposes business requirements and customer experiences into features and functions that drive the platform/product roadmap• Works with Technical Program Managers, Developers, UX designers, and internal customers to define the details behind the business requirements• Acts as the voice of the business customer and accountable for the platform servicesResponsibilities• Makes use of research, user studies, metrics and competitive analysis to understand the platform and business needs for a platform product• Compares features for competitive review to inform prioritization within a platform product release• Participates with the business in customer research to inform platform product feature needs• Contributes near-term input (quarterly) for the platform product portfolio and roadmap (PI)• Exhibits expertise within platform feature area and coordinates with interdependent teams• Digests business customer requirements (user stories, use cases) and platform requirements for a platform feature set• Has visibility into the design of the user experience• Determines release goals for the platform and prioritizes assigned features according to business and platform value, adjusting throughout implementation as needed• Continuously monitors feature development• Prepares launches and monitors platform performances, adoption, and operational health• Identifies issues that will keep the platform features from delivering on time and/or with the desired requirements• Supports and participates in post-launch reviews and ensures feedback is reincorporated• Works with internal teams and customer service to identify, classify, and prioritize feature-level issues• Identifies feature risks from business and customer feedback and in-depth analysis of operational performance• Mentoring team members

• Responsible for developing inspiring platform/product visions, derived from business needs, market opportunities, and trends• Using the Working Backwards method, decomposes business requirements and customer experiences into features and functions that drive the platform/product roadmap• Works with Technical Program Managers, Developers, UX designers, and internal customers to define the details behind the business requirements• Acts as the voice of the business customer and accountable for the platform servicesResponsibilities• Makes use of research, user studies, metrics and competitive analysis to understand the platform and business needs for a platform product• Compares features for competitive review to inform prioritization within a platform product release• Participates with the business in customer research to inform platform product feature needs• Contributes near-term input (quarterly) for the platform product portfolio and roadmap (PI)• Exhibits expertise within platform feature area and coordinates with interdependent teams• Digests business customer requirements (user stories, use cases) and platform requirements for a platform feature set• Has visibility into the design of the user experience• Determines release goals for the platform and prioritizes assigned features according to business and platform value, adjusting throughout implementation as needed• Continuously monitors feature development• Prepares launches and monitors platform performances, adoption, and operational health• Identifies issues that will keep the platform features from delivering on time and/or with the desired requirements• Supports and participates in post-launch reviews and ensures feedback is reincorporated• Works with internal teams and customer service to identify, classify, and prioritize feature-level issues• Identifies feature risks from business and customer feedback and in-depth analysis of operational performance• Mentoring team members

Overview• Responsible for developing inspiring platform/product visions, derived from business needs, market opportunities, and technology trends• Using the Working Backwards method, decomposes business requirements and customer experiences into features and functions that drive the platform/product roadmap• Works with Technical Program Managers, Developers, UX designers, and internal customers to define the details behind the business requirements• Collects and shares user stories with engineering teams• Acts as the voice of the business customer and accountable for the platform servicesResponsibilities• Owns the working backwards document and vision for one or more features• Elicits and decomposes business requirements into platform requirements and user stories• Owns and manages product documentation ensuring features and associated documentation are clear and easily consumable by other engineering teams• Enables self-service support and/or works to reduce overhead• Makes use of research, user studies, metrics and competitive analysis to understand the platform and business needs for a platform product and inform the backlog• May participate with the business in customer research to inform platform product feature needs• Coordinates with interdependent teams on platform product requirements• Keeps close to the design of the user experience• Reviews product demo against acceptance criteria for the feature set• Prepares launches and monitors platform performances, adoption, and operational health for feature sets• Supports and participates in post-launch reviews and ensures feedback is reincorporated into the feature• Identifies issues that will keep the platform features from delivering on time and/or with the desired requirements and works with internal teams and customer service to identify, classify, and prioritize feature-level customer issues• Mentors team members

• Performed Project and Process Management activities for the Universal Agent Desktop (UAD) program• Worked with vendor and internal stakeholders to migrate billing processes from Siebel to UAD• Participated in UAT testing, launch, and integration activities locally and abroad (Manila, Sao Paulo, Athens) • Guided peers and assisted in the creation of process flows in accordance with BPMN 2.0 (Business Process Modeling and Notation) for existing and future state processes. • Led 2 iterations of RPA research and implementation to explore opportunities in leveraging the technology on existing manual and repeatable processes including programming the robots, executing test scenarios, and documenting findings to be presented to leadership. • Analyzed historical customer support data, knowledge, and processes to identify and implement opportunities for improvement and automation across all GCCM lines of business. • Develop and maintain strong working relationships with key stakeholders, vendors and other resources to design contact center Customer Experience solutions that address customer needs for established objectives, define functional requirements, test and implement solutions• Investigate advanced customer issues, concerns and requests for enhancements, simulate internal customer issues, and contribute to the design processes and solutions for the contact center that address those needs • Use analytical and quality assurance tools (e.g. process diagrams) to identify and call drivers in an effort to identify opportunities, more efficient methods and customer problems, gather supporting data, and recommend process improvements; works with various work streams and product teams to formulate solutions• Identify and understand how customers will interface with applications in order to define the UX• Assist in the development of training materials as well as design workshop materials; lead and facilitate design workshops and customer training sessions

• Find creative solutions to operational problems and work with others to prioritize and implement them according to Mastercard and customer business needs• Capture detailed and accurate information about issues, concerns and enhancements. • Work with global customers to complete service inquiries about MasterCard core applications and products. • Collaborate with others in support of products, processes and problem resolution. • Negotiate, resolve and present solutions to internal/external customers. • Simulate or recreate user issues to resolve operating difficulties.

Responsible for process documentation and analysis in order to identify business process improvements for all functional areas supporting Cable, Internet, and Telephone. Analyze business operational impact and integration of new products, services, regulatory requirements, and markets into the existing operations.• Define, document, implement and track process flows for services including Cable, Internet, and Telephone.• Analyze, track, align, and standardize customer and employee impacting processes and policies of newly acquired and merged markets.• Interact with cross functional teams to ensure business processes and rules are aligned, adjusting documentation accordingly.• Document processes using appropriate documentation tools, such as Microsoft Word, Visio, etc. • Lead means to effectively communicate new informational releases to appropriate audiences.• Establish customer-focused policies and procedures for frontline employees to provide efficient customer service and promote customer loyalty.• Create and oversee strategy for continuous improvement and simplification of all processes.• Proactively address service/process implications and transition needs as Charter's Customer Care organization transforms to best meet our customer needs.

• Social media marketing• Traffic growth• Branding • Strategic business planning• Client support• Employee development.

• Developed initial departmental launch project exceeding all required completion dates • Helped establish and execute Charter’s strategic workflow in various Social Media spaces such as Facebook, MySpace, Twitter, AVSForums, and DSL Reports from the department’s inception. • Consistently exceeded yearly project goals for metrics and budget• Engaged customers in a variety of spaces to improve the overall customer experience and improve sentiment. • Helped to develop a comprehensive reporting and ticketing system to accurately portray the impact of the department in the Social Media Environment and monitor departmental staffing requirements• Trained and developed new employees to be able to work cohesively and efficiently within the department. • Ensured company brand and goals were reinforced whenever possible without sacrificing a personal level of communication and transparency with customers.• Engaged customers in a variety of spaces to improve the overall customer experience and improve sentiment.• Created daily, weekly, and monthly comprehensive reports to present information gathered and show projected staffing needs.

• Exceeded project and personal metrics.• Created daily, weekly, and monthly comprehensive reports to present information gathered and show projected staffing needs. • Participated in multiple focus groups to better inter-departmental communications and streamline employee functions reducing handle time while improving the end to end customer experience.