Led a team of 50, with 4 direct reports, while serving as product owner and product manager for Olympus, a digital customer servicing application used by 6K+ agents supporting 1.5M calls per month.• Drove the modernization of the customer service application from a legacy .net platform to a cloud-based Salesforce platform, owning 12 Fulfillment features.• Led desktop activities for a Commercial platform upgrade and migration project, generating 1K+ user stories across 44 features… Show more Led a team of 50, with 4 direct reports, while serving as product owner and product manager for Olympus, a digital customer servicing application used by 6K+ agents supporting 1.5M calls per month.• Drove the modernization of the customer service application from a legacy .net platform to a cloud-based Salesforce platform, owning 12 Fulfillment features.• Led desktop activities for a Commercial platform upgrade and migration project, generating 1K+ user stories across 44 features, including payments and invoices.• Created roadmaps and mapped customer journeys and process flows, identifying opportunities for improvement and simplification for an optimal user experience (UX).• Directed the requirements gathering process by integrating input from stakeholders from across the organization, market research, and competitive analysis.• Drove the user story creation process, including discussions with Technology and Architecture to ensure alignment and understanding.• Supervised quarterly and sprint planning with stakeholders to prioritize enhancements and incident fixes delivered by 10+ scrum teams via the Agile methodology.• Collaborated cross-functionally to identify systematic enhancements and controls that met company goals, balancing UX with cost savings, policies, and regulations.• Implemented action plans, enhancements, and corrective measures based on risk reviews, analytics, KPIs, agent and customer feedback, and documented pain points. Show less

Led a team of 12, with 3 direct reports, for US Commercial and Canada Consumer and Commercial Marketing efforts for The Home Depot portfolio. This included managing a $5M annual budget to drive a $176M sales plan for 5 products.• Directed the launch of a portfolio value proposition enhancement that included at-the-pump fuel discounts and extended payment terms for the US Commercial portfolio. • Negotiated a three-party contractual agreement to launch the program, including multiple… Show more Led a team of 12, with 3 direct reports, for US Commercial and Canada Consumer and Commercial Marketing efforts for The Home Depot portfolio. This included managing a $5M annual budget to drive a $176M sales plan for 5 products.• Directed the launch of a portfolio value proposition enhancement that included at-the-pump fuel discounts and extended payment terms for the US Commercial portfolio. • Negotiated a three-party contractual agreement to launch the program, including multiple amendments after the initial execution.• Managed the execution of customer marketing campaigns across multiple channels utilizing A/B testing and customer segmentation. Show less

Led a team of 2 that were responsible for driving credit card and cross-sell product retention strategy, contributing $29M in 1-Yr EBIT from 1.1M calls involving 6 vendors at 8 sites.• Created standardized management reporting across all programs to increase positive control of programs.• Established underwriting policies to assess both personal and commercial risk to reduce Net Credit Losses (NCLs) across all Business Card acquisition channels.• Developed business cases and… Show more Led a team of 2 that were responsible for driving credit card and cross-sell product retention strategy, contributing $29M in 1-Yr EBIT from 1.1M calls involving 6 vendors at 8 sites.• Created standardized management reporting across all programs to increase positive control of programs.• Established underwriting policies to assess both personal and commercial risk to reduce Net Credit Losses (NCLs) across all Business Card acquisition channels.• Developed business cases and recommendations for new product concepts, including alternate payment methods, broadened payment acceptance, and a line of credit. Show less