- Lead the development of the Amelia IVR Natural Language Understanding (NLU) product guiding its strategic vision and execution.- Managed the product backlog, authored user stories, and maintained stakeholder alignment with business goals.- Collaborate with the scrum team to align development efforts with project goals and stakeholder expectations.- Accountable for the release validation process, ensuring that each release meets quality standards and delivers the intended functionality effectively- Achieved a 75% IVR intent resolution rate, significantly increasing the percentage of payments processed directly through the IVR.- Successfully stabilized claims call flows, effectively containing over 80% of calls within the IVR system.

- Serve as the product expert for the Digital Communications Management (DCM) system, leveraging extensive knowledge in business processes and system design.- Defined product vision and strategy, leading thorough stakeholder sessions and crafting a development roadmap while serving as Product Owner and Product Manager for the email segment.- Introduced innovative features that enhance product capabilities and focus on elevating the customer communication experience.- Planned enhancements for the customer communication programs include paperless preference features and 50 new email templates for the email program, as well as event-triggered claims messages, smartlinks, and over 25 new text messages for the text message program, all across multiple projects.

- As Product Owner of the Digital Communications Management (DCM) system, I ensured deep product knowledge to guide its development.- Developed clear and detailed requirements for new and updated emails and text messages for policyholders.- Proactively addressed challenges to foster a productive team environment and maintain progress.- Focused on team efficiency and concentration, significantly contributing to the successful enhancement of the DCM system.- Created and executed a new email communication plan for policyholders, launching 20 emails 10 new text messages.

- Joined as the third employee at the Hawaiian Airlines IT Technology Center, serving as both business analyst and product owner for the Hawaiian Airlines website.- Managed the product backlog, conducted planning sessions, defined requirements, created roadmaps, and maintained stakeholder relationships.- Ensured alignment between technological solutions and business objectives to meet user expectations and support strategic goals.- Implemented a strategic update to the flight tracker, resulting in a cost saving of $1,000 per month.- Recognized by senior leadership for enhancing the flight confirmation page layout and improving load speed.

- Led elicitation sessions with IT executives and business leaders, translating complex business needs into precise technical specifications.- Defined and oversaw requirements for new functionalities throughout the project lifecycle.- Instrumental in adopting an Agile methodology, educating business analysts, and facilitating a seamless transition for the team. - Successfully managed five key strategic initiatives by producing comprehensive requirements documents.- Drove process improvements that boosted operational efficiency and elevated customer satisfaction.

- Collaborated with stakeholders to gather requirements for multiple strategic initiatives, resulting in improved operational processes.- Developed and maintained business requirements, functional specifications, and use cases.- Developed process flow diagrams to improve clarity and efficiency in benefits processes.- Promoted to Senior Business Analyst within six months of joining the company.

- Initially joined CVS Health as a contractor before transitioning to a full-time position.- Converted to a full-time employee and received a promotion within just three months of joining.- Authored an extensive requirements document for a major corporate initiative prior to my full-time employment.

- Partnered with the Director of Customer Experience on large REMS projects.- Elicited, defined, and prioritized requirements and acceptance criteria for PBIs, managing them through the development life cycle.- Assisted in developing a scalable Service Oriented Architecture (SOA) for enhanced Risk Evaluation and Mitigation Strategy (REMS) product offerings. - Defined requirements, process flows, user stories, and use cases for REMS programs for major pharmaceutical companies.- Facilitated design sessions, demos, and change communications; created client presentations for the REMS websites.- Contributed to internal process documentation to improve internal processes and audit capabilities.- Collaborated with the FDA to ensure REMS program compliance with regulatory requirements.

- Initially joined McKesson as a contractor before transitioning to a full-time position.- Converted to a full-time employee and received a promotion within just nine months of joining.

- Ensured all business units had business processes and strategies defined which aligned the business objectives with the organization’s technical assets and needs.- Managed a team of 4, including 2 Product Managers, a Software Architect, and a Software Developer. - Established a detailed process for change management, including the formation of a Product Steering committee and an approach for intake through development to testing, release, and validation.- Defined requirements in various formats, including user stories, use cases, business requirements, and functional and non-functional requirements for enhancements to corporate applications.- Managed a queue for customers who requested changes and features for both the CRM and ERP applications.- Recognized as the SME on products; trained, coached, and guided users to effective solutions.- Updated processes and training documentation for the organization to make resources readily available.- Collaborated with Product Steering Committee Members to ensure business objectives were achieved. - Trained resources to ensure that Product Managers aligned tasks to achieve the required business outcomes.- Established and led a Product Steering Committee to drive change and prioritize the tickets that were coming into the queue for changes or implementation of features. - Recognized for turning around a team that lacked focus and increased synergy among the team. - Successfully learned MS Dynamics and ERP systems.