• Gather and create business requirements/Epics/user stories through feedback sessions with our business partners as well as various field and home office partners. Create JIRA User Stories and/or detailed BRDs (where applicable) to effectively deliver business and functional needs for downstream partners.• Collaborate with internal stakeholders to create or revise business/functional requirements and acceptance criteria for data model changes. • Document Product pain points and initiative impacts.• Evaluate business processes, anticipating requirements, uncovering areas for improvement, and development and implementing solutions.• Assess value, develop cases, and prioritize stories to ensure development work focuses on user stories with a maximum value that are aligned with business needs.

• Responsible for requirements gathering and create user stories through discussion with business partners, technology teams to effectively deliver the business outcomes of this project.• Acted as a primary liaison, facilitating clear communication between stakeholders, Product/Program Managers, and the development team. • Provided User Acceptance Testing (UAT) support by conducting business impact and root causes analysis on issues encountered during UAT.• Analyzed user needs and identified improvement opportunities while taking business constraints into account.• Worked with product owners to refine product backlogs, acceptance criteria and define product goals and prepare sprint releases

• Assisted with business process improvement.• Served as the key liaison for business and proactively clarified and prioritized business ideas, needs, and problems that required technology solutions. • Enforced Kanban principles and enabled improvement in team delivery commitments for sprints by identifying & tracking hidden tasks that increased customer satisfaction. • Worked closely with team to ensure that they fully understand the business vision and collaborated both with the product owner and the development team to focus on getting positive outcome.• Trained new team members on client satisfaction, products and services, systems, company policies and procedures which translated to a seamless transition process for the new agents.• Ensured appropriate communication, maintained contact with users, executive sponsors, department managers and directors.• Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.• Developed and managed project plans while providing status updates to management.