Sonu Mehta Email & Phone Number

New York, New York, United States

As a SAFe certified (SAFe PO/PM) Digital Product Owner for TIAA’s inbound contact center (National Contact Center), I support development of enterprise initiatives aimed at reducing calls to the Call Center, while optimizing the end user experience. I partner with multiple channel teams such as Digital, Mobile, Messaging, Automated Assistant (Chatbot) and Authentication to provide an Omni-channel customer experience where all customer touch points are tracked over multiple channels that connect seamlessly, allowing them to pick up where they left off.In this role I own tasks such as establishing/aligning a cross-functional Agile Team to product vision and goals, working with and guiding the Team through all stages of Development, communicating progress status to Business and IT stakeholders, estimating project impact, coordinating/approving business checkouts and analyzing Voice of Customer data for planning future enhancements.

Greater New York City Area

Team: Channel Delivery & StrategyWork across the various channel teams to optimize Business Integration Testing processes, develop metrics and measurements, standardize tools and documentation, and work closely with QA partners to improve end-to-end testing capability.

New York

• Use process improvement methodologies to identify, analyze and improve business processes and service quality.• Develop documentation to support analysis and recommended improvements including business requirements, functional specifications and process maps. • Support the development of training materials and activities for new processes and procedures. • Perform post-implementation project reviews in order to assess the effectiveness of changes in the process.• Support business user checkouts for monthly application releases.• Provide production support post release.

New York

• Led QA teams at NTT DATA, ensuring effective communication and collaboration for product quality.• Developed testing strategies to refine processes and methodologies, driving continuous improvement.• Collaborated with cross-functional teams to identify and resolve quality issues early in development.• Ensured compliance with industry standards and regulatory requirements.

Greater New York City Area

• Developed and executed comprehensive test plans, strategies, and scripts for quality assurance at TIAA-CREF.• Managed defect tracking and resolution processes, ensuring high-quality deliverables.• Led onshore and offshore teams, effectively communicating with stakeholders for successful project outcomes.