Provide consultative sales solutions direct to consumer and business customersProvide technical support to customers needing assistance with basic issues and navigationChampion brand standards and consistencyConduct special projects to address short and long term goalsMentor co-workers on effective techniques and building skill levels

For the role, I deliver operational direction to business process design/documentation with regard to new technology, tools, and programs while ensuring that all processes flow seamlessly. I provide a comprehensive roadmap for the team and effectively allocate resources by designing timelines for multiple tracks of activities related to new project launches. To assure adherence to quality standards, I precisely outline the boundaries of the project and record requirements for both new projects and improvements to existing business processes. Additionally, I lead the implementation of fresh initiatives for the federal government. I decrease expenses, enhance communication, and boost productivity by creating comprehensive test plans and scenarios for ServiceNow, billing systems, and user-facing applications. I thoroughly test ServiceNow and iOS/Android applications. I promote cooperation, communication, and decision-making by directing stakeholder evaluations and collaborative problem-solving sessions. I evaluate business requirements and execute process analysis/re-engineering to enhance the operational framework. I develop executive-level presentations that convert business insights into practical information.Following are my key contributions to the role:➥ Boosted scalability and accelerated the development process by utilizing a structured approach.➥ Planned and executed a project of automating customer inquiries/AI analytics as well as implementing new technologies while working side by side with a federal agency, CFPB.➥ Drove a project, All of Us, for NHS and HHS federal agencies to capture customer experience scores by building quality reporting systems and tools.➥ Orchestrated all facets of a call center project for the IRS to streamline the customer technology platform by sourcing data stream, improving data quality, and leveraging a data-oriented approach.

I delivered leadership to new product launches while overseeing operational readiness deliverables and production QA to attain optimal quality. I directed a high-performing team of up to 10 industry experts. I facilitated informed decision-making by reporting key insights to the leadership of product integration. I provided high-level guidance to develop comprehensive business and functional requirements to ensure on-time and cost-effective completion of projects. By performing thorough QA testing, I eliminated inconsistencies and redundancies in new digital products, systems, software, and process test plans. I detected defects early in the product development life cycle by conducting functional, integration, performance, and regression testing for billing and provisioning systems. I verified the proper functioning of apps across various consumer devices, such as iOS, Android, and Roku. I motivated, trained, and developed staff, including multiple business analysts and project managers, to unlock their full potential and increase productivity. I promoted accountability, evaluated past performance, forecasted expenses, and created project budgets to optimize costs and reduce additional expenses.Here are my notable achievements from the tenure:➥ Gained recognition for successfully spearheading three big launches, namely the Spectrum TV app, a next-generation cable box (Worldbox), and an IP-based cable guide (Spectrum Guide).➥ Established and maintained strong relationships with teams associated with product management and customer success functions to bring transparency within operations, allow free flow of information, and accomplish set goals.

In this position, I conducted in-depth research, formulated engaging and informative presentations, and explained new products, business issues/solutions, and data trends to the leadership. I assessed all solutions to ensure that they met business requirements and obtained agreements between business units and service delivery organizations from the initial requirements gathering stage to the final implementation. I led the development of comprehensive business requirements for new reporting tools while ensuring alignment with project objectives as well as the needs of process and operations teams. I provided strong support to project managers in creating plans to efficiently organize resources, tasks, timelines, and dependencies. I analyzed customer operations to identify operational gaps that may exist in the implementation plan for initiatives.An excerpt from the tenure includes the following highlights:➥ Created new screens to facilitate customer care teams in accurately diagnosing the information while working side by side with two internal tools teams. Increased first call resolution and reduced call handle time through new screens.➥ Designed intricate business processes associated with new product launches and business readiness.➥ Collaborated with Network Operations and IT to plan and introduce a new technology stack that allowed for gaining valuable information from the customer's cable box.➥ Nurtured strong business relationships at all levels within the company to improve communication, attain greater efficiency, and increase collaboration.➥ Developed comprehensive scope of support documentation by conducting thorough environmental scans and identifying key business requirements.