Product Manager – IT Digital and Customer Products
Customer Experience • Product Vision and Strategy
Period: October 2018 - Present
Business Analyst – IT Digital and Customer Products
Requirements Gathering • Application Support
Lead the analysis of the Loyalty Management System platform upgrade project impacting over 20 million Customers through eliciting requirements aimed at improving Customer Experience, decreasing time to market, and reducing Customer Support center call volume. Drive the implementation of the TrueBlue Member Portal redesign from initial requirements through to design, implementation, and user acceptance testing by synthesizing feedback from a myriad of stakeholders including Loyalty Marketing, legal, brand, Digital Experience, analytics, and accessibility. Conduct requirements analysis for triggered email projects aimed at increasing product awareness, improving ancillary revenue, and driving direct channel sales . Support Quality Assurance processes by providing clarity and direction in a concise and timely manner. Proactively collaborate with business and technical stakeholders to identify future product enhancements and opportunities for growth.
Period: October 2016 - September 2018
Graduate School Course Facilitator
Education • Mentorship
Facilitate Systems Analysis and Design graduate courses by providing instruction, guidance, and assignment/assessment feedback to the students enrolled.
Period: May 2017 - Present
Senior Business Analyst
Project Management • SDLC Optimization
Elicited and analyzed requirements through communicating with analytical, legal, and compliance stakeholders as Product Owner for a $30 million workflow redesign project. Managed project risks, delegated tasks, and provided status updates to the Executive Committee as Project Manager for the $3 million Dodd-Frank global regulatory response project. Conducted user acceptance testing and training to ensure smooth releases to production. Provided post-deployment support to application users by researching and responding to enhancement requests, defects, and functionality inquiries. Enhanced agile SDLC processes and project templates to set standards for the consistent and efficient execution of projects throughout the global Project Management Office.
Period: June 2013 - September 2016
Customer Satisfaction • Training
Delivered top metric results, contributing over $2 million to store revenue by creating ownership and inspiring brand loyalty through a concrete understanding of Apple products and services in connection with consumer and small business needs. Presented workshops and personal training sessions to customers and employees on the latest hardware, software, and services.
Period: August 2011 - May 2013