Continuously progressed the value of business cases, devised future market strategies to target current and prospective products for Rogers Communication. Enhanced the existing Chatr Mobile prepaid portal with a focus on upgrading the existing product/architecture and revamped the look and feel of the existing product to improve customer and agent experience.• Product Roadmap: Separated the Commercial and Technical aspects of the telecom catalog of Chatr to simplify and speed up the launch of new commercial products and enable changes on the existing products.• Business Requirements: Led requirements gathering, concepts, and business rules from client to guide alignment with development teams, crafting comprehensive business requirements and design documents.• Team Management/Sprint Planning: Delivered product upgrades through cross-functional distributed scrum teams by leading/mentoring the teams of 5-10 members and effectively negotiated sprint goals, which resulted in slashing delivery time by 10%.• Liaison: Served as the point of contact between functional business units, IT, and stakeholders in the development of business, operational and financial targets from the product standpoint.• Technology Solutioning: Leveraged API best practices to define the vision and roadmap for a best-of-breed solution with responsive UI to lower 50% of maintenance costs.• Risk Management: Performed risk mitigation, assessing the tasks for the program and providing corrective actions.

In my current position, I set, prioritize, and evaluate work generated by the Scrum team to ensure impeccable product features and functionality for the health and wellness member portal for client Highmark Blue Cross Blue Shield. Direct functional upgrade programs and projects to the self-service web portal experience for multiple clients through the multi-tenant architecture on the proprietary multi-channel platform with a focus on coverage, claims, spending, provider search, and wellness. • Feature Development: Overhaul customer website to improve visual experience and maximize usability, increasing infrastructure volume capacity by a factor of 25 and reducing digital content update time from 4 weeks to 1 day.• Story Creation/Grooming: Develop user stories and acceptance criteria to get buy-in from the stakeholder and then refined those with the scrum teams.• Project Roadmaps: Create project plans using project management framework standards and procedures to identify ongoing issues and gaps, implement corrective actions, and eliminate implementation issues.• Strategic Planning: Partner with leadership and stakeholders to facilitate financial and operational goal setting and prioritizing the backlog of work to meet the vision in a timely manner to meet market and customer demands.• Issue/Risk Management: Perform mitigation, assessing risk for program tasks, and take corrective actions on numerous project issues including resource shortages, tactical matters, scope creep, and divergent business and user needs.

Prior to my promotion at SDLC, I provided strategic business analysis and project management for the $1.5M user interface redesign that included Adobe Experience Manager (AEM) platform integration for Highmark Health Solutions Pittsburgh’s provider search portal. Led an 8-person team to implement the Finding Care redesign, which was designed to improve the customer experience and platform reliability as well as develop a unified asset management system across multiple channels. • Product Execution: Delivered the first AEM-integrated web experience on the Member and Care Management Provider Portal, focusing on visual appeal, context, and simplicity, which allowed customers to navigate twice as fast and provided a boost in customer satisfaction, topping download and revenue expectations by more than 20%.• Data Analysis: Used feasibility and gap analysis to set prototype design, development evaluation, and feature options.• Business Requirements: Gathered requirements, concepts, and business rules from client to guide alignment with development teams, crafting comprehensive business requirements and design documents.• Cross-Functional Collaboration: Worked closely with design architects and operations teams as well as the client to ensure alignment on product development, including the design of client training programs.• Sprint Delivery/Management: Led the team through look-ahead planning, release planning, backlog grooming, sprint planning, JAD sessions and defect management.• Client Satisfaction: Reduced customer ticket injection rate by 15% and increased satisfaction from 65% to 82%.

In this role, I evaluated business processes, anticipated requirements, uncovered areas for improvement, and implemented solutions in transforming the end-to-end (E2E) business support systems (BSS) and operating support systems (OSS) into one unified product/service catalog for client GCI, Alaska. I implemented the Polaris Program, designed to improve the customer experience, accelerate time-to-market, and improve reliability. I also coordinated the user acceptance testing (UAT) and end-user training with the client and developed and maintained a requirements traceability matrix (RTM). My key contributions included:• Goal Setting: Supporting the executive management team in the development of goals and objectives by tracking progress, implementing internal programs and initiatives, and developing internal tools. • Roadmap: Performing gap and feasibility analyses to create a product roadmap that translated business user concepts and ideas into comprehensive business requirements and design documents. • Project Management: Oversee budget administration, report documentation and accountability, and personnel supervision of the cross-functional team members.• Process Improvements: Reduced time-to-market from 6 to 3 months and improved customer retention from 7.5% to 10%.

In my first position for this solutions company, I employed Agile methodology and scrum to oversee the development team in the execution of the Customer and Service Order Management system, which automated the order management processes, improved fulfilment efficiency, and increased capacity. My key contributions included:• Scrum Planning: Facilitating the daily scrum and sprint planning by gathering business requirements for JAD sessions with stakeholders to refine functional requirements.• Client Satisfaction: Securing client satisfaction by arranging reviews of the functionality development.• Liaison: Serving as the point of contact between functional business units, IT, and stakeholders in the development of business goals and objectives.

I developed both digital and marketing products for clients at this IT management consulting firm. My key contributions included:• Marketing Mix for Parle Products Limited: Analyzing consumer behavior studies, market trends, and target audiences to develop a marketing pitch to help this heritage Indian confectionary brand to increase its market share. • e-Property Web Portal: Directing the development of a platform for the online purchase and sale of real estate.