Capgemini is a global IT consulting leader that services IT strategy and omnichannel digital capabilities.• Owned P/L, incident response, and SLAs for a $12MM program consisting of 60 cross-functional members across global time zones.• Led service maintenance for key features within the McDonald’s mobile app, including user profiles, customer loyalty, favorites, and authentication APIs, supporting over 150MM active users; achieved 99% SLA compliance rate.• Collaborated with engineering, design, marketing, and sales teams to define and prioritize 2-year client product roadmap and ensure alignment with business objectives.• Conducted financial analysis using bottom-up budgeting to ensure accurate yearly projections, project profitability, and alignment with business goals; implemented cost controls that resulted in an 18% reduction in annual operational costs.• Provided expert Agile coaching to a leading client, shaping their product strategy, backlog prioritization, and Agile transformation efforts to achieve business objectives and market dominance.• Initiated and launched a global delivery model across Hungary, UK, US, and India to provide 24/7 project delivery and technical support; reduced outstanding support tickets from 200+ to less than 5 in two months.• Fostered internal culture by organizing bi-weekly guilds/communities of practice (COPs) for 5 engineering disciplines.

• Assisted client Product Manager with requirements gathering, technical solutioning, and product roadmap prioritization.• Identified and escalated gaps in the timeline of a high-visibility project, averting >$2MM in late fees by accelerating delivery.• Built data visualizations for client executives using Jira, SQL, and Tableau to report on product key performance indicators (KPIs), reducing manual reporting efforts by 8 hours weekly and supporting data-driven decision making.• Mentored junior business analysts and scrum masters in agile methodologies and business analyst best practices.

CPAP.com is a B2C healthcare e-commerce retailer with B2B dropshipping supply capabilities.• Developed product vision and 2-year product backlog for user journey enhancements to both B2C and B2B websites: gathered requirements by interviewing across 15+ teams; communicated roadmap to executive leadership for approvals.• Initiated and launched a subscription product from 0 to 1, capturing $155K in ARR and 6K subscribers in the first 3 months post-launch.• Created and implemented an ML-based search algorithm to better understand user intent; improved search CTR by 36%, reduced no-search results to below 3%, and led to a 20% increase in search-driven conversions.• Collaborated with the UX team to design and implement multivariate and A/B testing for main navigation updates; the winning variant simplified user journeys, resulting in a 15% sitewide incremental conversion lift.• Integrated PayPal, Affirm, and digital wallet (Google Pay, Apple Pay, Samsung Pay) payment options in checkout; reduced payment-related support tickets by 38%, decreased unconfirmed orders by 23%, and CAR improved by 12%. • Ensured compliance with stringent healthcare regulations, high quality standards, and software development security protocols by collaborating closely with infrastructure, QA, and security teams.• Partnered with engineers to define product specifications and features, using Agile methodologies for rapid, iterative development.

• Drove and delivered an ERP replatforming from an internal, homebrew platform to Adobe Commerce (Headless Magento).• Developed and executed go-to-market (GTM) strategies for new product launches, coordinating efforts across marketing, merchant, legal, infrastructure, and customer support teams.• Automated approval workflow for 35K+ customer product reviews by developing and implementing a machine learning model; reduced manual customer support efforts by 80 hours monthly while following strict HIPAA regulations. • Initiated and launched an internal pricing automation tool for merchants to react to competitor price changes within 2 minutes; trained merchants on tool usage and reduced manual check efforts by 60 hours weekly. • Crafted concise product user stories in Jira while maintaining comprehensive product specifications in Confluence.• Facilitated all Scrum ceremonies for the e-Commerce team including sprint retrospective, daily-standup, sprint review, sprint planning, and backlog refinement.• Leveraged Salesforce Marketing Cloud to create automated customer journeys and anticipate changing behaviors.

• Designed new returns workflow system, increasing returns processing efficiency• Analyzed and processed online orders and responded to e-mails while assisting customers in a high volume call center environment• Classified and reported recurring customer and internal workflow issues using internal ticketing system• Consulted product manufacturers to resolve escalated customer disputes and satisfy machine and part warranties

• Operated a Bell & Howell 4 Station EI 10000 mail inserter and conducted maintenance as required• Computed and recorded production outputs on spreadsheets daily• Coordinated with line members to achieve highest production output and meet tight deadlines