Coordinate the strategic development and rollout of features across multiple initiatives, such as an internal fleet program, an online customer point-of-sale platform, and updates to the contract management system. Maintain a comprehensive perspective to preemptively identify and address potential internal or cross-project impacts.Direct and manage the definition, prioritization, and organization of project backlogs, user stories, and requirements, ensuring the clarity, precision, and value of deliverables for optimal alignment with business objectives.Plan and oversee value delivery across products, ensuring alignment with the company’s overarching strategy and guaranteeing that customer value is maximized and effectively realized.Act as a bridge between project stakeholders and development teams, fostering cross-functional collaboration to streamline communication and execution.Lead risk identification and impact management across projects and products, actively developing and proposing solutions and mitigation strategies to minimize disruptions and enhance outcomes.

Defined and managed business requirements for a new contract management platform, increasing flexibility and usability for fleet customers and establishing a scalable framework for retail operations.Spearheaded requirements gathering and integration of end-to-end use cases and workflows, collaborating with cross-functional teams to ensure comprehensive process coverage.Performed in-depth analysis of the platform, identifying strengths and areas for improvement, and implemented strategies to optimize processes.Ensured adherence to legal and regulatory standards for contract documentation through rigorous compliance reviews, aligning with both business needs and legal requirements.Led compliance oversight for documentation, verifying that all legal and regulatory criteria were consistently met.

Developed and implemented optimized workflows for the customer journey, identifying key opportunities to strengthen relationships and elevate customer satisfaction.

Improved customer response time by 30% through process optimization of file validation and workload distribution.

Designed and implemented frameworks and procedures for telemarketing campaigns, leading the creation and rollout of scripts tailored for telemarketers.Oversaw the planning and execution of telemarketing campaigns, ensuring strategic alignment with business goals and optimizing campaign effectiveness.