• Successfully launched enterprise-level product for Self-Service Auto Glass Repairs, meeting all production timelines and requirements.• Developed and delivered internal products for a streamlined claim handling process for customers, resulting in improved customer satisfaction and increased productivity. • Managed product delivery for multiple feature teams and product boards including Emergency Roadside, Towing, Mitigation of Storage, Self-Service claim payments, enrollment in digital payments and Self-Service Auto Glass repair• Provided leadership for agile ceremonies, ensuring optimal collaboration between internal and consultant teams• Collaborated closely with UX teams, leveraging A/B testing to optimize user experience and improve product performance. • Designed and executed Medallia surveys to collect user feedback, resulting in valuable insights to inform product improvements. • Presented monitoring metrics and dashboards to stakeholders to provide transparency into product performance and progress.• Coordinated feature development with third-party vendors, ensuring timely and successfully integration of product features. • Conducted product demonstrations of working products and prototypes, showcasing features and benefits to stakeholders and customers.

• Review claim files to ensure compliance with legal jurisdictional regulations and standards for quality handling.• Identify negative claim handling trends and provide possible resolutions to improve performance and reduce errors.• Serve as a liaison between First Line Leaders and Process Analysts to communicate issues, recommendations, and updates on claim handling procedures and policies.• Identify and manage risks associated with process improvements, ensuring that potential problems are addressed proactively and timely.

Hail Reconciliation Unit