• Working as a lead Product Manager for post purchase customer experience team, responsible for email and textcommunication to customers for order purchase, parcel delivery and in store pickup.• Developed and executed a detailed product roadmap using Agile and Waterfall methodology.• Prioritize and lead product vision with leadership and senior level executive, ability to work effectively with senior management, strong executive presence and emotional intelligence.• Collaborate with engineering, design and leadership to create a timeline and work towards those goals authoring supportive documentations.• Conduct kick-off discovery meetings, business requirement reviews, requirement gatherings, vendor management activities and develop current and future state diagrams.• Collaborate with the User Experience (UX) & Copy team to optimize customer experience and ensure the timely delivery of Designs & Copy documents.• Worked with the Analytics Team to understand the data which helped to create more refined KPIs to track and trend the customer experience.• Cooperated on a new design with the UX team which brought revenue for the first time after post purchase.• Monitored market trends and competitor performance and made suggestions that resulted in the release of new customer experience.

• Working as a lead Product Manager for the Associate Mobility/Product Group developed mobility applications that provided associates with added flexibility to complete some daily tasks resulting in the following creations that improved productivity and customer service;o Inventory: permitted associates to create inventory requests from Zebra mobile devices, handheld computers that provided associates the capability to request inventory with manager approval.o Manager Portal: allowed managers to approve or decline new inventory requests and also reduce stocking status. o Mobile Checkout: allowed associates to leverage Zebra devices to tender a transaction anywhere in the store developed Pilot Plan and full chain rollout deployment plan.• Modernized backend legacy systems with microservices architecture collaborating with cross functional teams to ensure parity with online and in-person sales platforms.• Led weekly and monthly development sprints as Product Manager in agile environment using JIRA; presented weekly briefings on product progress and proposed features to stakeholder and executive leadership teams.• Managed product backlog, Big Room Planning execution, EPIC/Feature/User story creation to ensure that the Zebra mobile devices functioned properly with payment encryption.• Supported a team of Android developers, QA engineers, Technical Architects, Security Engineers, and Business Stakeholders consisting of up to 500 individual contributors.• Collaborated with internal teams including: mobile engineering, UX/UI, payments and store operation team to deliver a stable and reliable product to store associates.• Developed KPIs and metrics for the new Mobile Checkout app initiatives – data driven decision making with Adobe Analytics.

• Served as the Lead Analyst/Project Manager for multiple projects while overseeing business analysis and testing teams. • Provided subject matter expertise to end users in determining project/system requirements, documented functional specifications, acceptance criteria and process flows. • Evaluated risk management and responded with workable solutions collaborating with the Institutional Retirement Technology team to migrate data through converting stored procedures API to Micro web service.• Performed root-cause analysis and tracked bugs to resolve challenges in collaboration with developers and key project stakeholders.• Partnered with the technical team to conduct system and UAT processes, designed and implemented SQL queries for QA testing and report/data validation.• Performed gap analysis and executed processes to migrate As-Is systems into To-Be systems.• Led Joint Application Design (JAD) sessions with key stakeholders to foster consensus and faster system development.

• Served as Lead Business Analyst to design a mobile app which provided customers with the ability to pay bills, view account details and manage notifications. • Liaison between business line, operations and technical functions to develop and deliver interactive products and services including the Windstream website, mobile application and reporting tool for internal and external customers.• Leveraged Agile, Kanban and Waterfall methodologies to create user stories with acceptance criteria to ensure user requests and business needs were being met.• Tracked stories on JIRA for impediments and dependencies, and collaborated with the Scrum Master to ensure resolutions to remove blockers from project timelines and deliverables.• Collaborated with the Finance department to develop and launch a detailed reporting tool for enterprise customers, which resulted in savings of $500K per year.

• Functioned with the e-commerce business solutions platform supporting the digital transformation of the company's existing B2B site to a more user-friendly platform with the goal of expanding the customer base.• Facilitated Joint Application Development sessions to identify and gather business and system requirements, and created documentation with case modeling and process flow diagrams.• Assisted with user testing of systems, developed and maintained quality procedures and ensured appropriate documentation was available for all system users.• Created best-practice requirements deliverables, such as use cases, system process flows, and context diagrams.• Functioned as the primary liaison between the business line, operations and technical areas throughout the product delivery cycle.

• Translate business requirements into functional requirements for development and QA teams functioning as a liaison between clients and development teams to analyze opportunities for business process improvements. • Engaged with clients/requesters and the development team to resolve outstanding issues.• Participated in the construction of a Unified Desktop Workflow Automation Tool to aid tier agent support teams to create trouble tickets for customer issues.• Gathered, analyzed, and wrote business requirements (use cases) for development projects conducting trend analysis and recommended alternatives to improve financial performance and cost reduction.• Designed and implemented user set-up, end user training materials and testing procedures assisting in the implementation of new features and applications with end-users.