After being laid off in 2020, SMG’s leadership invited me to return, recognizing the value of my contributions. With the VP of Data Science fostering my growth, I transitioned into a multifaceted role as a Scrum Master and Project Manager.I collaborate with product and engineering teams to implement Agile practices, facilitate Scrum ceremonies, and promote self-organization and psychological safety. A key focus of my role is improving workflow efficiency, ensuring smoother delivery and alignment with organizational goals. I also act as a liaison between teams and stakeholders, ensuring clear communication, addressing blockers, and managing roadmaps and milestones. By tracking and analyzing team metrics, I provide insights that drive both immediate results and long-term growth for the organization.

As an Executive Assistant I supported senior leadership by managing high-priority client engagements, overseeing billing cycles, and coordinating complex travel schedules to ensure seamless operations. Additionally, I provided administrative assistance to the Risk Management teams, ensuring client documentation and communications were accurate and efficient. I also coordinated social media content to enhance brand presence and assisted in preparing proposals to strengthen client relationships and support business development efforts.

As an Associate Product Analyst, I collaborated with product development teams to enhance the customer experience by analyzing and interpreting feedback from client surveys. To support AI training and improve product development accuracy, I implemented efficient data annotation processes. Additionally, I worked closely with cross-functional teams to ensure customer feedback was effectively aligned with product development initiatives, driving improvements that addressed user needs and expectations.

In collaboration with sales agents, I facilitated the efficient creation of accounts, ensuring a streamlined onboarding process for clients. From managing client applications through underwriting to the final initiation of the payment platform, I played a key role in overseeing a smooth and reliable transactional workflow. As a primary source of information, I provided clients with comprehensive insights into their accounts, fostering trust and satisfaction. Proactively initiating and maintaining client training programs, I empowered clients with the skills needed to navigate and maximize the proprietary gateway software. My role significantly contributed to optimizing the client experience, promoting engagement, and ensuring effective account management.