- Creates customer centric roadmap for all Enterprise Flight Attendant mobile applications to drive efficiency, customer experience, and revenue including onboard Sales, onboard chat support, customer recognition and recovery, aircraft maintenance issues, and communication between pilots, gate agents, tower, catering, and cleaning teams- Manages team of SAFe certified Product Owners to define, document, and build functional/technical requirements and enhancements to support daily Flight Attendant operations and app adoption- Leads transition of application configurations from on premises to AWS cloud strategy- Directs Agile quarterly increment planning process to gain IT commitment for roadmap items and track them to delivery through each increment - Supervises rebuild of apps from Xamarin to native iOS platforms for increased functionality

- Represented 30K Flight Attendants to IT, managing the Delta Enterprise apps to ensure usability, issue resolution, adoption, efficiency, and FAA compliance for all stakeholders- Obtained Delta Flight Attendant Certification to champion a customer centric approach becoming an end user of the applications to ensure performance in air in real world scenarios- Digitized 80K airplane cabin issue submissions annually to ensure brand ready aircraft and enhance passenger/Flight Attendant experience- Defined, documented, and built functional/technical requirements and enhancements to support daily Flight Attendant operations and app adoption- Built requirements in Agility; prioritized, tested, and deployed all updates to the apps- Created Flight Attendant engagement program to capture customer voice through base visits, focus groups, expos, and Flight Attendant events capturing over 2000 app surveys and leveraging a Power BI Dashboard to trend feedback for roadmap planning- Provided frontline support for new site implementations and major rollouts to ensure smooth and efficient adoption of all app enhancements- Partnered with Corporate Security to ensure protection of customer information using appropriate Flight Attendant Authentication- Lead and coordinated software version upgrades with Business Stakeholders and IT to ensure successful migrations and minimal business interruptions

- Lead and owned the Business Relationship with Vendors to build a new Messaging platformdriving call reduction efficiencies and leverage Delta as first airline to digitally connect customersto Reservations- Implemented change management and end user training support for all call centers transitioningfrom phone support to messaging support

- Optimized processes to support the Digital Customer Service program by enhancing Customerexperience, increasing efficiencies, and executing cost improvements- Implemented Comcast’s first entry into BOT technology by partnering with Facebook and vendor,Khoros- Managed Quality, Reporting, and Process Management teams to support 400 operational agents,analysts, supervisors, and managers- Launched Facebook Messenger initiative growing program by 400%

-Established and executed Sprint Digital Program strategy for all Sprint Postpaid/Prepaid Social traffic from Facebook, Twitter, Youtube, and Instagram- Designed processes to identify trends for process improvements to drive agent/customer experience and program evolution increasing efficiency/reducing cost- Managed relationship with Lithium workflow partner to build Text Customer Service and SecureMessage functionality- Represented Sprint at industry forums

- Managed $1M in Prepaid cost reduction projects- Provided cross-functional project management driving $3.4M in annual savings through Sprint's Employee Phone Program - Transitioned the Employee Program from domestic to international call center- Integrated Sprint and Nextel Employee Programs post-merger- Supported deployment support for corporate launches of new initiatives and vendor events

- Implemented end-to-end solutions for new product and service initiatives- Launched new product requirements into the billing system- Managed vendor relationship with Motorola