Led a team of product owners overseeing the development of E-Commerce, ERP, and custom integration solutions. Served as the primary liaison between clients, development teams, and stakeholders, effectively articulating the vision and requirements for multiple products. Collaborated with product owners to strategically align business objectives, ensuring optimal resource allocation for each product.

Served as the primary advocate for the enterprise-level ERP system within a leading international logistics company, liaising between stakeholders and development teams to ensure alignment with organizational objectives.Orchestrated workflows for both onshore and offshore Scrum teams, overseeing the introduction of new features and meticulously prioritizing and refining the backlog.Collaborated closely with business units and internal resources to meticulously document and maintain accurate requirements and governance standards. Engaged directly with existing and prospective clients to drive value in each Program Increment (PI), fostering strong customer relationships and enhancing product relevance.

Played a pivotal role as the client advocate and Product Owner during a significant ERP transition from SAP to Workday within a prominent logistics company. Led the mapping of existing SAP processes and future-state workflows in Workday, ensuring alignment with business objectives. Developed and meticulously maintained comprehensive lists of both business and technical tasks essential for the successful implementation of Workday. Effectively coordinated timing and communication between technical teams, guaranteeing a seamless and successful transition.

Spearheaded a development cell overseeing the Agile Kanban workflow focused on SQL-based SSIS Packages.Functioned as a servant leader for teams dedicated to enhancing the internal billing application, fostering a collaborative and high-performing environment. Demonstrated adaptability by modifying existing processes to align with evolving security standards, ensuring robust data protection measures. Orchestrated seamless data integration from external sources via APIs into the internal data warehouse, enhancing data accessibility and insights. Implemented automation strategies to streamline user management processes, significantly improving efficiency. Collaborated closely with business stakeholders to conceptualize, design, and deploy reports utilizing Tableau and SSRS, driving data-driven decision-making capabilities.

Championed the integration of state-of-the-art CRM, BI tools, and diverse ERP applications within a dynamic medium-sized manufacturing environment. Collaborated closely with cross-functional business units, applying industry-leading methodologies to optimize operations across shipping and receiving, manufacturing, invoicing, purchasing, planning, quality assurance, and engineering domains. Pioneered the development of a comprehensive time and territory management system tailored for the field sales team, significantly enhancing productivity and effectiveness.Delivered comprehensive training sessions to internal end users, empowering them with adept utilization of BI and CRM tools to drive informed decision-making. Spearheaded the successful launch of an E-Commerce platform, strategically expanding revenue streams through increased margin sales.Utilized SQL databases to extract crucial insights, generating ad hoc statistical reports via SSRS to evaluate pricing structures, commissions, incentives, and operational efficiency. Demonstrated proficiency in SQL database management, ensuring data integrity and accessibility to support strategic initiatives.

Spearheaded client experience initiatives from inception to fruition, overseeing the entire project lifecycle including requirement gathering, user story creation, User Acceptance Testing (UAT), and ongoing maintenance. Effectively managed and prioritized requests from various business units, ensuring alignment with organizational priorities and impact assessments, while efficiently coordinating the workflow of 16 team members across two teams, one local and one overseas.Collaborated closely with the Vice President of Client Advocacy and Vice President of Client Experience, providing essential support in driving customer-centric strategies and initiatives. Leveraged expertise in vendor management, particularly with Clarabridge for sentiment analysis, to enhance customer insights and drive actionable improvements across the organization.

Oversaw all enterprise-level data systems crucial for enhancing client experience.Developed and delivered projections to various Vice Presidents and Senior Directors.Conducted extensive training sessions for hundreds of ADP employees on IBM’s Cognos, Query Studio, Workspace, and Clarabridge.

Developed programmatic rule-based logic using Clarabridge to interpret Likert Scale and freeform customer feedback.Created client surveys and manage data collection and reporting from these efforts.

Used statistical testing and analysis to determine effectiveness of algorithm, teller, and specialist rules.Implemented and evaluated interventions supported by relevant research.Worked directly with clients to reduce the number of returned items through teller training and process improvement.

Analyzed and mitigated risk in order to specifically approve tickets.Modified algorithm to improve automation of ticket handling and reduce manual intervention.Identified areas of process improvement surrounding client training and system errors.

Became familiar with tax-related products and services including Refund Anticipation Loans, common fraud, and pattern analysis.Verified the validity of items and took appropriate risk with this information.