Product Manager for a web-based CRM / BPM application, integrating with multiple internal and external functional teams, supporting 3000 daily users- Created and managed all requirements, user stories, prioritization and documentation needed to support a 10-person development team, using JIRA and Confluence, in an Agile development environment- Achieved a 30-point increase in System Usability Surveys over a 2-year period- Migrated 22 clients from legacy systems to the new application, each consisting of unique configurationand development needs- Successfully managed a 12-month roadmap for the application, targeting and achieving departmentalgoals and KPIs- Served as subject matter expert for the front and back-office systems utilized to support both clients andcustomers- Coordinated and facilitated requirements gathering and solutioning review sessions with cross-functionalteams, including IT, Telecom, Marketing and Client Services- Documented the end-to-end customer experience lifecycle and underlying system functions

Responsible for the recruiting, hiring, onboarding, training and overall success of a team of seven Technical Analysts responsible for the development of a future state platform encompassing multiple channels and Product Owners

Responsible for the elicitation, analysis, documentation and testing of business and technical requirements for new BPM / CRM system developed to replace multiple legacy stacks, designed to support Mobility and Retail programs, leveraging Agile development methodologies - Successfully managed collection and documentation of requirements, created system and process flows, use cases, test cases and other required artifacts to facilitate development of system using the Pegasystems platform - Collaborated with Business Owners to create user stories and manage product backlog - Coordinated and facilitated user story elaboration and solution review sessions with cross-functional teams, including Development, QA and Business Owners - Managed requirements and cross-functional dependencies between service and data layers, ensuring efficient development efforts within iterations - Collaborated with Developers, QA and UAT personnel to ensure user stories completed within each iteration fully met the acceptance criteria and the business need - Successfully documented current business processes leveraging input from Business Owners, Customer Care and related groups and identified process improvement opportunities. Ensured that information gleaned from the efforts resulted in improved processes on new platform - Interviewed, trained and mentored junior and mid-level analysts, ensuring their successful growth and contributions to the overall team

Responsible for the elicitation, analysis and documentation of business and functional requirements for new client implementations, strategic initiatives and process optimization efforts - Successfully managed collection and documentation of requirements, system and process flows, use cases, test cases and other artifacts for all major client implementations and strategic initiatives - Defined and implemented best practices for all business analysts within the group - Defined and implemented a business acceptance testing regimen to ensure solutions fully met the business need - Collaborated with Client Services groups to document existing business processes and identify process improvement opportunities - Served as subject matter expert for the front office systems utilized to support both clients and customers - Coordinated and facilitated requirements and solutioning review sessions with cross-functional teams, including IT, Telecom, Marketing, Training and QA - Documented the end to end customer experience lifecycle and underlying system functions

Planned, developed and launched a customer care organization providing technical support for a dual mode 3G / Satellite phone and associated services. - Successfully defined support strategy and processes required to achieve operational objectives and customer service goals - Designed and implemented extensive configuration modifications to the Salesforce.com CRM platform to align with support processes and reporting needs - Integrated a Knowledge Management System, as well as documented, published and managed all documents providing technical solutions for customer issues, operational processes and call scripting - Performed day to day scheduling and management of customer care operations activities and personnel - Managed escalated support issues, including direct interactions with customers and business partners - Defined requirements and performed management oversight of customer care end to end support readiness testing activities

Release Manager for the XOHM Customer Management organization, managing requirements for CRM and other systems related tools to support WiMAX product launch. Matrixed with Customer Care organization to develop support content, processes and procedures. - Successfully managed the requirement definition, prioritization and traceability efforts on behalf of the Customer Management organization. - Represented business position and advocated for business needs throughout the development lifecycle - Developed, defined, documented and published over 200 methods and procedures documents for launch of XOHM WiMAX service. - Defined and managed the Call Quality Assurance Program, including call quality constructs and scoring criteria. Managed ongoing vendor relationship for call quality expectations.

Defined, tracked and managed support strategy and readiness projects on behalf of the Member Services organization, encompassing CRM application modifications, support content updates, training and communications campaigns.- Directed the activities for overall support readiness for new product launches and program rollouts. - Conducted and mitigated issues through impact analysis, resolution, risk management and resource allocation.· Responsible for project management aspects of support content development in multiple support channels, including project intake, SDLC compliance, resource management, development milestones and stakeholder communication. - Responsible for developing the training plan, communications and support tool updates supporting up to 8K users and 25 MM customers. - Identified opportunities by focusing on cost impacting issues to recommend improvements to the user experience. - Developed and maintain effective working relationship with product teams throughout the software development lifecycle, ensuring Member Services requirements are met, member facing issues are resolved prior to product launch, and offered strategic solutions to customer issues as they were identified. - Defined business / functional requirements and managed the development lifecycle of three iterations of technical support knowledge databases - Managed the resource load of 7 analysts, 5 developers, 10 technical writers and 5 QA personnel, successfully completing over 300 projects with a 98% user satisfaction rating - Developed project intake, service level agreement matrices and change management processes to manage risk, set customer expectations and ensure consistent delivery of content development efforts - Defined the requirements and managed the development of customized project tracking tools used to track and monitor the knowledge development processes, resource allocation and progress against service level agreements