SUMMARY:

• Customer focused product professional with over 10 years of driving large - scale projects through the product lifecycle including product vision, business case and problem scope definition, impact/gap analysis, requirements elicitation, user experience, solution design, Quality Assurance(QA) and User Acceptance Testing(UAT).
• Passionate about advocating customer needs to improve end user experience.
• Ability to wear multiple hats to communicate effectively with diverse groups of business users and technical teams.
• Proven expertise in negotiation and collaborating with cross- functional teams to meet deliverables within budget and time constraints.

AREAS OF EXPERTISE:

• Business Strategy, Roadmap Planning
• Product Development
• Voice of Customer
• User Experience Improvements
• Competitive analysis
• Agile, Scrum, RUP, Waterfall
• User Stories/User Personas
• Backlog prioritization
• User Interviews, Requirements Analysis
• Training/ Mentoring

TECHNICAL SKILLS:

Business Modeling: MS Office- Word, Excel, PPT, Visio,MS Project, Rational Rose, Rational Requisite Pro, Jama Contour

Management Systems: Tridion CMS, Savvion BPM, Salesforce CRM, CA Rally, Jira, Sharepoint, Microsoft Dynamics CRM, Jive

Documentation: Roadmaps, Presentation, Process, Project Vision, Plan, Business Requirements, Functional Specifications, Use Case Specifications, Training & User Guides

Databases: MS SQL, Oracle, MS Access, IBM DB2

Reporting: Business Objects, Toad, MS SQL Explorer, MS Query Analyzer, Query 400, Siebel Analytics

Platforms: Microsoft .NET, Java, AS400/iSeries, Mainframe

Testing: Microsoft VSTS, HP Quality Center, Intuit QuickBase

PROFESSIONAL EXPERIENCE:

Confidential, Pleasanton, CA

Mobile Product Manager

Responsibilities:

• Launched 6 KP mobile app releases in 2017 on iOS and Android platforms by partnering with various cross- functional teams like Product Management, Experience Design(ED), MCOE, Program Office and IT
• Manage two product scrum teams and plan for strategic and development releases
• Use customer first mentality in creating and prioritizing mobile app backlog to ensure the KP app has an outstanding user experience, is deeply engaging, and maintains high reliability
• Align with regional sponsors, internal and external DEC stakeholders, KP physicians to define user journey map, scope, product requirements, KPI’s and author functional user stories
• Partner with Experience Design team to communicate product requirements and ensure alignment of the same during design reviews
• Communicate the mobile vision and roadmap to the scrum team and ensure team understands key milestones and goals for a successful digital product delivery
• Provide guidance to scrum teams on product direction and manage customer priorities and trade-offs
• Adhere to KP Brand, Legal/Compliance and Accessibility Standards by incorporating associated SME feedback into product design
• Participate in Scrum ceremonies for Backlog grooming, Sprint planning, Sprint retrospectives and reviews
• Demonstrate and socialize completed product features to stakeholders including senior management and regional partners
• Engage with mobile Product Quality Engineering team(PQE) to prioritize defects, ensuring critical functionality is fixed prior to production roll-out

Confidential, Santa Clara, CA

Project Manager/Sr. Business Consultant

Responsibilities:

• Identified key opportunities to create competitive advantage for the Capital Call Processing program in collaboration with Relationship managers and Business sponsors
• Developed and planned executive reporting timeline during Evolv’s SaaS based product adoption demonstrating overall progress of reporting program and highlighting areas of risks
• Ensure Client on boarding product meets business and customer requirements - Capture client and Relationship Manager requirements and demonstrate application prototype and new functionality to end users
• Improved efficiency for CRM operators by identifying customizations for Dynamics CRM and enhancing client on boarding experience. Developed high level and detailed requirements, specifications and use cases
• Reconciled conflicting environment issues to remove roadblocks and facilitate timely delivery of production fixes. Facilitated communication between vendor and business partners to identify and resolve critical projects dependencies and risks
• Manage business expectations and provide support post deployment - Meet with key stakeholders to provide status update on pending issues, next steps, utilizing resources from app support, CSRs to resolve production issues
• Perform work estimation analysis - Work with engineering team to assess work effort and time to market for features and assess trade-offs in lieu of expensive solutions.

Confidential, San Jose, CA

Program Manager

Responsibilities:

• Achieved 80% improvement for loan order SLA’s for first time fulfillment - Improved order creation processes on the eStar application by collaborating with sales, operations to assess inefficiencies and find solutions for the same
• Improved customer experience for receiving orders: Liaison with senior management to understand customer pain-points, resolve conflicting requirements and drive enhancements to completion
• Enhanced ability to track vendor requests by building a centralized SVG repository: This helped identify origin, priority, status of requests and created the SVG roadmap for the Demo Loan program track
• Deliver regular summaries of overall health of the SVG track to Cisco executives and stakeholders

Confidential, Oakland, CA

Lead Product Owner

Responsibilities:

• Implemented MDO WebPages across 45 Kaiser Medical Facilities and 258 specialties- Streamlined business processes, developed and enhanced repeatable techniques and methodologies to drive business process improvements to support seamless transition for customers
• Defined product roadmap by utilizing competitive market analysis to define priorities for Language translation, search and content product features
• Gathered customer feedback to ensure continued success for MDO product. Utilized techniques such as customer surveys, Ideabook collaboration tool to identify customer needs and pain points
• Meet with customers regularly to promote user adoption of Tridion CMS tool to manage content - Demo new features and functions, address adoption challenges
• Trained 30+ administrators and system end users on go live processes, new functionality using Tridion CMS and Savvion BPM. Designed curriculum and user guides catering to functional and non- functional audiences
• Introduced practices to reduce turnaround time for customer requests by 50% and triple productivity within support center. Provided training to support staff and new hires. Created operation manuals, triage procedures, FAQ knowledge base for team
• As a product owner, prioritize backlog and define user stories, acceptance criteria, and participate in scrum meetings

Confidential, San Francisco, CA

Product Manager

Responsibilities:

• Improved CRM cost savings by prioritizing requests which provide value to customers and business - Decreased customer service call handle times by 40% by identifying frequently performed customer service tasks and moving support from legacy systems to Salesforce CRM and Angel IVR
• Created opportunities to increase Phone and plans sales through Credomobile.com - Used results from marketing metrics to enhance acquisition, retention for new and existing members by including persistent shopping cart and promotional offerings
• Reduced cart abandonment by 35% by collaborating with creative and visual teams on redesigning existing shopping flows to create a seamless shopping experience
• Rewarded customer loyalty for Credo customers by grandfathering long term customers on promotional pricing retail plans and passing wholesale pricing cost benefits to customers
• Cut billing costs on 25,000 customer bills - Identified customer types that would qualify for bi-monthly bills paper and e-bills. This also reduced number of customer processed during monthly rating cycle.
• Interacted with 3 rd part vendors to communicate requirements and ensure project timelines are being met. Performed status reporting, estimation to senior management
• Developed communication plans for marketing, direct sales and other customer - facing personnel
• Lead a tight deadline UAT cycle with successful turnaround for a high visibility and time critical project

Confidential, San Francisco, CA

Product Manager/Lead Business Systems Analyst

Responsibilities:

• Assessed business objectives to ensure deployment and customer adoption activities are aligned to business vision and overall strategy for the Greenfield initiative
• Launched competitive Credit card product bringing high value to business by increasing number of clients signing up for brokerage accounts while applying for credit cards via the online application process. Teamed up with Schwab business to document requirements and functional specifications
• Partnered with sales and field users to develop a Learning center for Schwab customers and prospects. This centralized education hub provided guided education for traders at all skill levels to increase their expertise to using the Schwab brokerage platform. This helped convert leads to clients and retain existing clients
• Enhanced user experience by completing user workflow analysis for several brokerage site applications like Trade, Beneficiaries, Accounts, Gain loss, Login, Message Center in the process of upgrading legacy systems to a .NET platform
• Conducted A/B testing with customer focus groups to elicit client feedback on new applications experience