Collected and analyzed data to identify trends, patterns, and opportunities for enhancing business operations. Ensured the quality and accuracy of data and analysis outputs, providing guidance on data validation and verification processes. Generated various reports, including progress updates and closure reports, to keep stakeholders informed about project status. Developed user stories and defined acceptance criteria within JIRA platform, ensuring precise communication and understanding of project requirements. Collaborated with cross-functional teams to coordinate tasks and overcome obstacles across design, development, and QA phases, fostering a seamless development process.• Led cross-functional workshops and collaborated closely with key stakeholders to refine the product vision, increasing in alignment with organizational goals and customer satisfaction.• Developed sprint planning and met project milestones within JIRA, boosting on-time project deliveries.• Conducted SWOT and competitive analyses, leading to the implementation of data-driven product enhancement strategies that increased market competitiveness.• Prepared essential documents such as workflow documents, personas, and framework documentation, among others, to support project planning and execution.• Developed product backlog in collaboration with the product manager, resulting in an optimized product development roadmap that met project timelines and budget.

Collaborated with stakeholders, including clients and internal teams, to elicit, document, and validate detailed business requirements and user stories. Analyzed and understood existing systems, processes, and data structures to identify opportunities for improvement and integration with IT solutions. Led stakeholder interviews and workshops to gather project requirements, ensuring an understanding of business needs for project outcomes. • Evaluated corporate information systems and suggested enhancements, improving performance and usability.• Prioritized and gathered business and functional requirements, resulting in a streamlined project development process and successful solution delivery.• Developed comprehensive documents, use cases, user stories, and process flows, ensuring clarity and alignment between stakeholders and development teams• Work closely with QA to devise test scenarios, ensuring rigorous testing and validating solutions before deployment, minimizing post-deployment issues.

Delivered technical support to customers, assisting with inquiries, troubleshooting issues, and resolving problems related to insurance policies, online accounts, and digital services. Identified, diagnosed, and resolved technical issues in insurance systems and digital platforms, ensuring minimal disruption to customer services. Maintained records of customer interactions, technical issues, and solutions to assist in issue tracking and reporting. Educated customers on the use of digital tools, online account management, and self-service options to enhance their overall experience.• Provided technical support to computer users via various communication channels, increasing issue resolution process and customer satisfaction.• Reviewed user manuals and technical documentation to identify and implement solutions, reducing resolution time for identified complications.• Identified and resolved technical issues, which increased system stability/reliability.• Delivered guidance and training to users and resolved diagnosed glitches, decreasing recurring issues.• Aided users in evaluating issues related to systems, network structures, and internet access, improving their understanding and resolving issues promptly.• Contributed to the modernization of applications and systems, streamlining processes and enhancing system efficiency, leading to improved overall performance.• Supervised and trained team members increasing departmental performance and productivity.