Managed 5 complex projects, each valued at up to $1.3M, while leading development teams with Agile methodologies. Delivered transparent, efficient, and highly adaptable solutions seamlessly aligned with business objectives.Led end-to-end product development cycle, converting concepts into scalable solutions, enhancing Card customer experience, and aligning with platform ecosystem insights.Collaborated within cross-functional teams to deliver consumer-focused products, employing human-centered design methods and agile practices.Balanced strategic vision with analytical reasoning, utilizing quantitative skills for data-driven decisions while fostering creative problem-solving.Developed and maintained stakeholder relationships, advocating for outcomes, and ensured alignment between technology, strategy, and business objectives.Orchestrated comprehensive platform strategies by aligning user benefits, business goals, and technology, resulting in successful execution and measurable outcomes.Crafted compelling 6-month visions for senior stakeholders, building influential relationships beyond immediate team, fostering team culture, and mentoring junior associates.Communicated complex ideas clearly, rallied associates, and prioritized collaboration, contributing to team success and building strong, diverse relationships.

Managed daily operations, provided resource support, and ensured a productive and service-oriented team. Monitored performance, facilitated improvement efforts, and aligned with divisional strategies.Delivered comprehensive customer service to members, providers, and prospects. Documented customer interactions, resolved complaints, conducted orientations, assisted with PCP selection, and provided benefit/service information.Maintained accurate member records, supported retention efforts, handled inquiries from members and providers, scheduled marketing appointments, and addressed claim billing inquiries using UB40 and CMS1500 codes.Implemented complaint resolution procedures and ensured the area is staffed and trained to handle inquiries from agents and policy owners.Developed short and long-term customer service objectives and continuously monitored procedures to ensure these are met by staff.Encouraged staff development and training whilst staying abreast of state and federal regulations.Developed and managed the annual operating budget within financial objectives to ensure fulfillment of service and organizational goals.Hired, trained, coached, counseled, and evaluated the performance of direct reports.

Managed daily operations, provided resource support, and ensured a productive and service-oriented team. Monitored performance, facilitated improvement efforts, and aligned with divisional strategies.Delivered comprehensive customer service to members, providers, and prospects. Documented customer interactions, resolved complaints, conducted orientations, assisted with PCP selection, and provided benefit/service information.Maintained accurate member records, supported retention efforts, handled inquiries from members and providers, scheduled marketing appointments, and addressed claim billing inquiries using UB40 and CMS1500 codes.Implemented complaint resolution procedures and ensured the area is staffed and trained to handle inquiries from agents and policy owners.Developed short and long-term customer service objectives and continuously monitored procedures to ensure these are met by staff.Encouraged staff development and training whilst staying abreast of state and federal regulations.Developed and managed the annual operating budget within financial objectives to ensure fulfillment of service and organizational goals.Hired, trained, coached, counseled, and evaluated the performance of direct reports.

Managed daily operations, provided resource support, and ensured a productive and service-oriented team. Monitored performance, facilitated improvement efforts, and aligned with divisional strategies.Delivered comprehensive customer service to members, providers, and prospects. Documented customer interactions, resolved complaints, conducted orientations, assisted with PCP selection, and provided benefit/service information.Maintained accurate member records, supported retention efforts, handled inquiries from members and providers, scheduled marketing appointments, and addressed claim billing inquiries using UB40 and CMS1500 codes.Implemented complaint resolution procedures and ensured the area is staffed and trained to handle inquiries from agents and policy owners.Developed short and long-term customer service objectives and continuously monitored procedures to ensure these are met by staff.Encouraged staff development and training whilst staying abreast of state and federal regulations.Developed and managed the annual operating budget within financial objectives to ensure fulfillment of service and organizational goals.Hired, trained, coached, counseled, and evaluated the performance of direct reports.

Oversaw a portfolio of 360+ default and imminent default loan accounts with a cumulative value of $2.1M. Specialized in modifications, document validation, and Net present Value modeling.Directed a 20-member front-line team in a high-volume, deadline-driven environment, handling complex customer escalations via phone and correspondence.Identified and implemented timely solutions to enhance accounts' performance ultimately improving accounts 60 days faster than the established company average.Managed second mortgage modifications, Short Sale/DIL, and foreclosure inquiries.Led the Customer Relationship Manager model, guided associates' skill enhancement through proficiency coaching, and coached teams in setting client expectations.Provided daily coaching and feedback, monitored associate calls, and conducted monthly account audits. Compiled performance-related reports using MS Word and Excel.Participated in management meetings and conference calls, contributing to strategic discussions, and facilitating team workflow scheduling and monitoring.Ensured smooth operations by managing workflows, fostering efficient communication, and maintaining a focus on meeting production goals.