Professional Experience

Professional Summary 

Accomplished Product Manager with excellent project management skills, and a track record of delivering innovative products from conceptualization to launch. Demonstrated history of leading cross-functional teams in a fast-paced environments through collaboration, strategic thinking skills to devise creative solution to complex problems while communicating with stakeholders to identify and execute goals.

Professional Experience
Product Manager – 02/18/22-Present 
• Define clinical product vision, strategy, roadmap, and growth opportunities
• Organize regular clinical advisory meetings to ensure designing needs of the organization, providers, members, and other clinical personnel needs are at the forefront of product development.
• Work closely with leadership, engineering, and Product Owners to create and maintain a product backlog according to priorities, business value, and ROI.
• Provide direction to the Agile development team and stakeholders on priorities and user story, or use case or requirements are documented.
• Ensure that the team always has an adequate amount of prior prepared tasks to work on.
• Assess value, develop cases, and prioritize stories, epics, and themes to ensure work focuses on those with maximum value that are aligned with product strategy.
• Create product release notes for each deployment as it relates to the organization.
• Assist in testing and signing off on product features prior to releases.
• Lead the planning of product releases and set expectations for delivery of new feature-sets.
• Communicate with Customer Experience team to ensure customers are made aware of new feature releases.
• Provide an active role in mitigating impediments impacting successful team completion of release/sprint goals.
• Liaison between line of business and the development team to resolve roadblocks, solicit buy in to solutions.

Project Manager- 04/21/21-02/18/22
• Updated and managed project plans for projects as designated by management and reported work progress on a regular basis in accordance with the agreed routines.
• Worked with necessary line of business partners and IT Product Owners and Product Director to ensure the successful implementation of multiple concurrent projects.
• Followed methodology selected for projects and produces quality deliverables.
• Identified and resolves project issues and managed project risk.
• Ensured projects met objectives and maintained alignment with corporate and departmental strategies/direction/vision.
• Held internal and client kickoff calls for projects.
• Developed Training plan and Change Management Plan to support the implementation of new systems, process, and procedures.
• Reduced 3 hours of manual labor to 30 minutes per-day my implementing automated processes.
• Improved organizational efficiency by 15% and increase individual proficiency by 50% and reduced manual processes by implementing automated solutions.
• Worked with the clinical team and Prior Authorization team to develop a strategy around process, and people to prepare for the new year busy season.
• Worked with the Clinical Operations team to drive prior authorization (PA) strategy and worked with vendors to drive prescriber adoption, improve turnaround time and member experience, and drive operational efficiency for the PBM.
• Worked with a taskforce of cross functional teams to build targets for PA adoption and implement automation and replaced manual functions.
• Made key enhancements to an existing PA platform and worked with our vendor in the development of new PA capabilities.
• Improved data analyses and building business models to push forth the strategic vision of the Prior Authorization team.
• Implement process changes with change management and operations.
• Managed stakeholder relationships in a highly fast-pasted environment.

VP, Customer Solutions, Project Manager III 08/17- 04/12/21
• Led the implementation of TCR principles and methodology in critical and strategic customer impacting projects.
• Improved customers’ perception of the Bank’s Transparency, Clarity and Responsibility in all channels according to MSR Open Market Survey.
• Implemented TCR in Branch New Hire Training.
• Trained over 6981 participants in online self-directed training.
• Planned and facilitated hands-on training events that included practical exercises to help team members incorporate the TCR principles in their everyday activities, including product design and development of marketing material for over 1000 team members.
• These TCR workshops resulted in streamlined disclosures, simplified on-screen presentations, and modified legal disclosures in plain language across all digital channels.
• Updated fee descriptions to be easily understood by customers, improved the explanations of transaction details for both online and mobile transactions, simplify the mortgage welcome letter, and implement summary pages that easily explain the benefits and cost of the express personal loan product.

• Analyzed existing voice of the customer research, segmentation or persona profile, channel specific research, process flows, social media feedback, and customer complaint data to determine moments of truth in the customer journey for Credit Cards.
• Drafted journeys (major steps, sub-steps and activities) for the needs mapping discussions.
• Prioritized critical gaps that were necessary for an enjoyable customer experience; led the development of a roadmap to address root-causes and/or redesign journeys.
• Partnered with Subject Matter Experts, and Line of Business to identify opportunities to repair, or enhance the customer experiences.
• Facilitated transition away from focusing on numerous touchpoints to focusing on end-to-end seamless experience that in turn enhanced customer relationships.