Digital Lodging

Between 2023 and 2024, I oversaw requirements gathering, tech solutioning, new feature development, customer journey mapping, and product rollout activities to deliver innovative digital banking products aligned with customer needs.I worked in concert with the Design and other cross-functional teams to provide visuals for expanding new features and functionality. Some of my key contributions include:➥ Managed customer servicing future release epics, working with IT teams and subject matter experts across all business lines to research, define, and refine product requirements.➥ Ensured full alignment with Santander Bank policies and regulatory requirements.➥ Communicated requirements to the design team to develop new or updated wireframes.➥ Developed frictionless customer journeys to provide a highly differentiated customer experience.➥ Continually capitalized on opportunities to enhance the user interface and optimize the user experience.➥ Ensured full alignment between copy, design, and other product elements to ensure a cohesive user experience.➥ Built productive relationships with the offshore development team, communicating business requirements and understanding technical restraints to achieve leadership buy-in.➥ Championed Agile methodologies to evolve and mature product management processes.➥ Created user story templates to foster greater understanding of feature requirements and streamline development and testing cycles.

Between 2017 and 2023, I served as Lead Product Owner of 0-1 iOS, Android, and Web applications in an Agile, startup-like environment.I orchestrated product road-mapping, sprint planning, backlog grooming, and user acceptance testing (UAT) to accelerate digital transformation and deliver user-friendly consumer banking products on the Web, iOS, and Android platforms. Some of my additional contributions include:➥ Scoped and managed the product roadmap, planned and refined sprints in Jira, and managed the product backlog. ➥ Created well-defined, prioritized user stories with realistically achievable acceptance criteria; effectively articulated product functionality for multiple departments.➥ Advocated new features with product management and design teams to drive continuous product iterations. ➥ Led brainstorming sessions to innovate new product features, evolve product roadmaps, and foster a team culture of creative thinking and collaborative problem-solving.➥ Orchestrated UAT efforts for the SQA team and business line; identified and remediated defects with the development and QA teams.➥ Reviewed and approved all changes and test case scenarios.➥ Mentored new hires and interns to close knowledge/skill gaps.➥ Produced promotional content for 20+ user tutorials for iOS, Android, and Web applications in partnership with Marketing; videos are still in use to this day.➥ Trained customers in digital solution usage to maximize new feature adoption/utilization.➥ Organized training workshops as part of a beta pilot program, providing 250 staff with a strong foundation in the digital banking platform (including defect/feedback documentation and issue resolution).➥ Developed a system to gather and prioritize participants’ feedback.➥ Launched a 2-way text notification system to detect debit card fraud. Improved fraud prevention on user accounts by ~15%.➥ Handpicked out of 200 applicants to attend the highly selective EXCELerate Leadership Program.

I joined BankUnited, N.A. in 2013, where I orchestrated customer service activities to provide a peerless customer experience and resolve client-impacting issues. Coached and mentored new hires, providing them with a strong foundation in existing bank products and customer service best practices. Some of my contributions include:➥ Coached and mentored new hires, providing them with a strong foundation in bank products and customer service best practices.➥ Partnered with the core banking team to execute the Fiserv conversion and ensure all new features or functionalities met call center needs. Managed the end-to-end testing process (including test case creation).➥ Held training sessions for 20+ representatives to enhance team synergy, cohesion, and consistency.➥ Managed the Secure Chat platform, providing customers with a digital avenue for bank communications.➥ Created clear guidelines and processes related to customer service, products, and systems for small business clients. ➥ Reduced customer escalations by 50%+.➥ Upheld a high standard of customer service excellence in a call center environment.➥ Defined process flows and developed new SOPs to enhance team effectiveness and improve issue-resolution capabilities.

I joined Brandon Honda in 2013, where I liaised between customers and the service team, ensuring accurate communications to meet customer expectations. I routinely processed repair orders for customers, ensuring a seamless transition to service functions. I also created cashier schedules to ensure full coverage. Some of my additional contributions include:➥ Reconciled the cash drawer prior to and at the end of each shift, accounting for errors and resolving discrepancies.➥ Trained new cashiers; reduced time-to-productivity for new hires down to 7 days. ➥ Managed and swiftly resolved customer complaints to protect the company’s reputation