Matthew Santana Email & Phone Number

United States

- Led a team that accurately disbursed $326,270,905 of incentives out of a total of $554,969,612 for the entire bank in 2023. - Collaboration with stakeholders and members of the business on product road mapping, prioritization, timelines and feature improvements.- Charted and navigated the product roadmap from concept to completion.- Instrumental in both planning and executing the product strategy.- Cultivated robust relationships with key figures in design, development, engineering, creative, business, sales, and marketing.- Communicated vital product metrics and insights to business partners and presented them to executive leadership during weekly briefings.- Immersed in customer scenarios to pinpoint pain points and develop comprehensive solutions across diverse platforms (UI, command line, infrastructure as code, etc.).- Oversaw the entire product development lifecycle for major areas, from strategic planning and research to prototyping, design iterations, final QA, and pre-launch code refinements.- Crafted and communicated a product vision that harmonized customer needs with company goals, ensuring the delivery of critical results.- Identified problems, drafted problem statements, and explored multiple solution paths.- Created training modules and walkthroughs for stakeholders to facilitate understanding and adoption of new processes.

Orlando, Florida Area

- Led Scrum events and coached on Agile methodologies, managing and removing delivery impediments.- Orchestrated Scrum ceremonies to drive team alignment and boost productivity.- Partnered with Product Owners to prioritize and refine product backlogs, ensuring clarity.- Mentored team members on Agile principles, fostering a culture of continuous learning.- Proactively identified and eliminated impediments to maintain sprint focus.- Monitored team progress using Agile metrics like burndown charts and velocity.- Established and upheld Definition of Done and Ready.- Empowered the team to achieve high performance and accountability.- Resolved conflicts and maintained a positive, productive team environment.- Nurtured a collaborative and accountable team culture breeding maturity as efforts progressed.- Tailored Agile approaches to meet the specific needs of each team.- Maintained relationships with COEs for Testing, Agile, Scrum, and RTE.

Orlando, Florida Area

- Conducted end-to-end testing, including Regression, NDA projects, documented issues, and drove timely issue resolution.- Collaborated with Product Owners, Project Managers, Analysts, and IT architects to develop comprehensive test flows and scenarios.- Utilization of defect and project management tools including HP ALM/Quality Center, JIRA and Rally.- The standing up and maintenance of share-points and share drives housing project documentation.- Proficient in Agile, Rapid Deployment, and Waterfall methodologies.- Identified gaps in existing test cases and flows, contributing to improved testing processes.

Orlando, Florida Area

- Oversaw multiple facets of customer service operations with an emphasis on enhancing productivity and quality, whilst identifying areas to reduce customer churn- Transformed customer service operations, boosting productivity and quality while reducing churn.- Led initiatives to enhance performance evaluations, call monitoring, and employee engagement.- Demonstrated exceptional communication, leadership, and interpersonal skills.- Consistently outperformed support KPIs and quality assurance metrics.- Expert in managing and optimizing backend billing systems.- Revolutionized service processes with targeted improvements.- Elevated customer satisfaction and loyalty through strategic end