Involved in two independent activities at Compliance Supervisors International* Project managing the development of a new webpage. • Development of the scheduling / SDLC timeline • Project managing the development team • Creation of all system requirements and wireframes • Interacting with FCMs for the exchange of data • Data mapping and the creation of the data model • Presentation of status reports and progress • Responsible for defining and testing non-functional requirements for performance and securitySupporting the need for annual NFA compliance reviews for FCM’s, CTA’s and IB’s • ISSP reviews for the protection of customer sensitive data • GIB reviews for compliance with FCM standards -

Collaborate, design, and implement strategic projects to transform the customer experience. Management• Led matrix teams on delivery of new, integrated solutions for customer service• Presentations of design, progress, status and impact across multiple levels of management teams, up to the CIO• Responsible for staying abreast of emerging technology and industry direction – through use of conventions, training, and research firms Requirements and Design• Led focus groups, visited multiple user groups frequently, and used data to identify areas of improvement• Closely collaborated with Marketing and other stakeholder teams on desired change and targets• Led discussions with design and architecture teams on best approaches to delivery• Evaluation and use of third party tools, such as Pega, IBM products, Oracle, etcSuccesses• Led initiative to re-write the call center application, with user contextual interfaces. Reduced call handle times by 5% across >20 distinct teams with a total user base of 24,000+ daily users. • Designed a simplified user interface to allow for comparative pricing packages – reduced call handle times by close to 60 seconds per customer pricing related call.• Collaborated with Marketing and Customer Care teams to design cross channel guided resolutions to enhance consistent customer experiences. Introduced a UX design team to the process to build compelling designs that supported the drive for simplicity. Guided resolutions, CRM, predictive analysis, customer journey mapping data in combination with business process review teams to produce simple, relevant, and enjoyable experiences.• Increased code simplification and reuse reduced development times, maintenance, and overall support costs

Managed 3 separate teams – Business analysts for the primary customer care desktop, end to end responsibility for both a CRM platform and a pricing optimization engine.Management• Vendor Management• Budget planning and tracking• Responsible for staffing, mentoring, workload assignments, and performanceCall Center Desktop Application• Managed the business analysis team• Developed a strong customer focus in the organization, in collaboration with Customer Care, IT and Marketing• Focus on UI simplification, user adoption• Improvements in KPI measures of call handle times, first call resolution, customer satisfactionIn-House CRM platform• Developed and deployed a CRM platform that provides ability to target and contextualize offers and actions for customers in any channel (multi-channel marketing and servicing). Utilizes big data insights at the point of contact, includes a custom rules engine for personalization, and provides for real time change in the offer mix.• Java/web application deployed across data centers and multiple servers and JVMs to ensure performance, reliability, and availability • Strategic alignment with leaders in Marketing and Customer Care to define critical needs and business impacting functionality• Assembled/managed the team, a mix of in-house and vendor talent, including off-shore resources • Full SDLC, change management, post production supportDelivered >2 million customer targeted offers across multiple touchpoints on a daily basis, resulting in increased sales of mobile accessories and reduced churn due to pricing recommendationsPricing Recommendation Engine • Engaged with Customer Service, Pricing, Revenue Assurance and IT teams • Staffed and managed the development, testing and production support teams• Consumer and B2B pricing • Provides pricing recommendations based on the customer usage history and device mix. • Full SDLC, change management, post production support

Responsible for the business analysts focused the call center desktop. • Responsible for staffing, mentoring, workload assignments, and performance• Worked closely with the Care organization to define optimal rep UX • Executed on many major changes in the application, through the development of better requirements elicitation and the increased use of metrics and customer data Owned end to end responsibility for a sub-process of the application that delivered customer targeted messages to the reps for proper handling and offer presentation in the call center.