Created, prioritized and drove product roadmap and backlog using Agile methodologies to enhance customer experience through product lifecycle to meet Objectives and Key Results (OKRs).• Orchestrated product roadmap and backlog using Agile methodologies, resulting in a 30% reduction in tracking case volume and a 5% decrease in average handle time, culminating in $12M in customer service cost savings.• Elevated net promoter score from -47 to -7 through strategic customer experience enhancements and UI/UX redesign initiatives.• Fostered cross-functional collaboration with agile engineering teams, stakeholders, and data analysts to deliver innovative products aligned with customer feedback and platform roadmap.• Mentored and empowered a diverse product team, leading to successful product releases and elevated customer satisfaction scores.

Scaled Agile Framework (SAFe) Product Owner/Product Manager (PO/PM) trained and Solution Program Manager for UPS Premier product, that oversaw a portfolio of 100+ applications across 5 IT Solution Delivery Groups.• Spearheaded alignment of business and IT strategies, resulting in the successful delivery of over 500 million COVID-19 vaccines with a 99.995% on-time performance.• Directed the management of a $20M-$30M product development budget, achieving a 600% ROI for the UPS Premier product within 2 years• Developed and articulated clear product vision and strategy, aligning with business objectives.• Advocated for user-centric design principles, driving increased customer engagement and product adoption rates.• Conducted extensive market and customer research, informing product enhancements and featureimplementations in alignment with business objectives.

Subject Matter Expert (SME) for Company’s primary data repository (OPLD) and UPS Branded Tracking.• Utilized comprehensive market and customer data analysis to identify lucrative market opportunities and spearhead the design and implementation of innovative products, resulting in substantial increases in revenue streams.• Took charge of system testing, rigorous requirements analysis, and dedicated production support activities, guaranteeing unparalleled product reliability and performance, thereby enhancing customer satisfaction and brand reputation.• Orchestrated validation tasks, meticulously managed user acceptance testing, and crafted comprehensive training documentation, ensuring seamless and successful product deployments, contributing significantly to operational efficiency and client satisfaction.• Promoted to Sr User Rep, April 2017.

Subject Matter Expert (SME) for Company’s primary data repository (OPLD) and UPS Branded Tracking.• Utilized comprehensive market and customer data analysis to identify lucrative market opportunities and spearhead the design and implementation of innovative products, resulting in substantial increases in revenue streams.• Took charge of system testing, rigorous requirements analysis, and dedicated production support activities, guaranteeing unparalleled product reliability and performance, thereby enhancing customer satisfaction and brand reputation.• Orchestrated validation tasks, meticulously managed user acceptance testing, and crafted comprehensive training documentation, ensuring seamless and successful product deployments, contributing significantly to operational efficiency and client satisfaction.• Promoted to Sr User Rep, April 2017.

Subject Matter Expert (SME) for Mail Innovations service and primary point of contact responsible for vendor shipping system and business requirement inquiries.• Utilized market and customer data to innovate new products, leading to diversified revenue streams.• Managed system testing and production support activities, ensuring product reliability and performance.• Facilitated successful product deployments through comprehensive validation tasks and user acceptance testing.

Managed certification and implementation of 15 multi carrier shipping software UPS Ready VendorsLiaison for cross-functional UPS groups and UPS Ready Vendors.• Analyzed certification processes, increasing vendor completion rates to meet enterprise release deadlines.• Facilitated effective communication between cross-functional UPS groups and vendors.

Managed daily operations and continued to expand business development. Coordinated team of technicians and promoted long term relationships to create valued business partners.Supervised Sales, Service, Logistics, and Rental Departments.• Managed all purchasing, receiving, and distribution operations.• Developed process and procedure documents and reviewed all process improvements feedback.