Managed the Employer self-service portal, leading strategic initiatives like transitioning email delivery from Salesforce to AWS SES for enhanced reliability.Directed the addition of 'Family Leave Insurance' to the Employer portal, expanding service offerings.Led Tech modernization initiatives- Migration of CBS and CAS managers to CAPI-Compass, Data center migration by moving on-prem servers to AWS, modernizing legacy systems and increasing operational efficiency.Acted as a primary point of escalation for production support and security teams, conducting impact analyses and facilitating issue resolution.Successfully launched ‘Shadow Account’ functionality, optimizing the Online Broker Experience by eliminating redundant account setups.Guided a scrum team through backlog grooming, sprint planning, and PI sessions, aligning deliverables with stakeholder priorities.

Managed Medicare AEP 2023 initiatives, updating 140+ product pages, boosting user engagement and enrollment.Facilitated enhancements to the Medicare Medication Lookup Tool, simplifying drug searches with new typeahead featuresEnhanced site accessibility by collaborating with NCAM, making the portal compliant and user-friendly for individuals with disabilities.Drove the Salesforce Vlocity migration project for Individual and Family plan enrollment, improving consumer experience, sales and scalability.Developed comprehensive dashboards using Adobe Analytics to track and optimize key performance metrics.Enhanced the existing online claims form to reduce the operation time required to process the form and calls to member service.

Launched the Medicare Support Center- https://www.medicaresupportcenter.com/, a comprehensive, carrier-agnostic sales platform, increasing sales by an estimated 10% over five years.Engineered a Twilio-based IVR system, reducing operational costs and enhancing customer satisfaction.Developed a proprietary CRM system, replacing Salesforce and improving lead-to-enrollment management efficiency.Integrated a new omni-channel Plan Finder for CVS Health, streamlining the enrollment journey and enhancing user navigation.Oversaw project deliverables, communicated status to leadership, and monitored program performance, identifying opportunities to improve KPIs.

Led the design and implementation of KP Membership Connect, modernizing membership systems and creating a seamless experience for millions of users.Authored ALSD – Application Logical System Design document a detailed design and analysis documentation, ensuring clear communication of requirements and project objectives to the technical teams.Collaborated on API specifications and use case development, aligning business goals with system capabilities.

Enhanced the customer experience for outage communication, reducing call volume by 35% and achieving $7M in annual cost savings.Managed enterprise-wide notification systems, overseeing the distribution of over 6 million notifications daily via multiple channels.Prioritized and managed the product backlog, facilitating successful design, development, and deployment in an Agile SAFe environment.Led UAT, facilitated stakeholder demos, and secured approvals for new features and system enhancements.