SUMMARY:

• Applied knowledge of PMI - ACP practices over the past 4+ years to manage cross-functional teams, implementation projects, Objective-and-Key-Results delivery projects, process improvement projects, and to assess and lead through critical paths, timelines, direction, impediments, costs, and membership/customer experience.
• Product Management with Lean, Agile, and System Design Thinking; Platform Strategy for Business; Business Analytics for Data-Drive Decision Making; Social Media Marketing; and Designing for Experimentation to Enhance Digital Business Innovation.
• Applied knowledge of these practices over the course on 7+ years in the payments, online, and mobile industry.
• Leading and guiding the team in the strategy and prioritization of successful work each sprint.
• Applied knowledge of these practices over the course of 7+ years during the merge and transformation of approaches within Confidential starting in 2011. Coached and guiding the division during the transformation with online presentations, online classes, and process and technical documentation.
• Applied knowledge of SAFe 4.0 and Lean Agile at the enterprise level to ensure/support a framework for the business value flow, strategies, portfolio, programs, and to ensure the teams would have cadence and clear direction on delivery and lean practices.

EXPERIENCE:

Confidential

Product Owner/Scrum Master

Environment: and Tools: Alkami and Symitar/Epysis (Third Party Vendor Applications), JIRA/Confluence, Rally/VersionOne/LeanKit (Agile Tools), Sharepoint, Kano Model, Scaled Agile Framework for Enterprises (SAFe), Release Forecast, Release Burndown, KACE, Synapysis, MS Visio/PowerPoint/Excel/Word, EnterpriseArchitect, Product Backlogs, Themes/Strategies, Epics, KPIs, MOSCOW, RACI, Minimal Business Increments, MVPs, Features, User stories, Proposal Canvas, OKRs (Objective Key Results).

Responsibilities:

• Leads cross-functional teams of developers, data analysts, testers, and representatives of other areas through the implementation of a new Online and Mobile application (Alkami) which impacts 204,867 members. Meets assigned go-live date and KPIs, while ensuring best possible member experience.
• Leads cross-functional team work and other verticals work for 2 Android Releases, 2 iOS Releases, and 2 Desktop Releases.
• Manages digital strategies program and any project associated to digital experience (i.e. skip a pay, business channels, travel notifications, etc).
• Manages the product backlog, features, user stories, and project dependencies throughout the implementation of the project.
• Creates Product Roadmaps for Retail and Business Accounts (Phases and Sprints).
• Manages all delivery and support tickets with Third Party Vendor (Alkami/JIRA): 759 Implementation/Go Live Tickets and 138 Support Tickets.
• Manages all internal support tickets with internal teams (Grow/KACE): 244 Post Conversion Tickets.
• Manages relationships with all Third-Party Vendors, Stakeholders, and all impacted internal teams.
• Leads cross-functional teams to gather Top 10 Pain Points from members to come up with solutions and to reduce the can handle time by 1 minute or reduce calls by 10,0000 a month by year end.
• Creates MCC Call Center page to gather data on daily calls, visited 8 stores/ called 15 stores, created focus group (representatives), sent surveys to store supervisors, interviewed members at each store, and gathered available data points (i.e. ARCU, Better Lobby Tools, Symitar Data).
• Creates Proposal Canvases for all Top 10 Paint points and leads execution to meet the OKR (Objective Key Results).
• Improves membership experience (data and calls evaluation) while meeting the objective and key results.
• Manages dependencies with others teams and MVPs. Creates Release Forecast and Product Roadmap.
• Manages and leads cross-functional teams to find opportunities for process improvements that will help the company with ROI and membership experience. Meets Objective and Key results assigned for each area.
• Reduces 5 hours of team member tie per department per week through Fraud, Deposit Services, and Legal Services process improvement by year end. Risk - reduces several weeks of work to minutes; Deposit Services - 2 hours per case reduced to less than 15 minutes per case and increase accuracy; Legal Services - reduces redundant manual entries to manage decedent cases and joint to primary conversion process.
• Improves Indirect Members experience through new application changes, increased checks on the passing of information, better content in communication methods, and added convenience in communication methods (QR Codes, URLs, Member Information).
• Reduces the initial communication time to Indirect Members from 2 weeks to 3 days.
• Manages the product backlog, features, user stories, and project dependencies throughout each improvement. Creates process flows and Release Forecasting.
• Creates Product Roadmaps for each impacted vertical (Phases and Sprints).
• Leads cross-functional teams to improve Credit Card usage by 2,000,000 more transactions in 6 months.
• Creates recommendations for Chief Executives, VPs, and Program Owners.
• Creates Product Roadmaps for credit card products (Phases and Sprints).
• Prioritizes work for the team and for Third Party vendors. Create process flows and Release Forecast.
• Manages the product backlog, features, user stories, and project dependencies throughout the project.
• Manages dependencies with others teams and MVPs.
• Leads in Scrum Master role for teams, as needed. Leads Community of Practice for Product Owners.
• Leads the Core (Symitar) IT team and Marketing team through the Scaled Agile transformation.
• Manages the release planning, prioritization, backlogs, dependencies, and user stories of the Core IT team and Marketing team.
• Uses Kano Model, MOSCOW, Product Roadmap, RACI, and Proposal Canvas to manage work items and to make or gather decisions.
• Creates the first and consecutive Innovation Challenges for the organization and co-creates a new Innovation Lab.

Confidential

Sr. Associate - Strategy, Governance, and Research

Environment: and Tools: Lean Agile, JIRA, Lean Kanban, Change Management, Scaled Agile Framework for Enterprises (SAFe), Lotus, Themes, Strategies, Epics, Minimal Business Increments, Features, and User stories.

Responsibilities:

• Manages and publishes the Portfolio Book of Work for Leadership, Portfolio Kanban Board, Sequence Board, Program Board, and Business Value Funnel which facilitate key decisions and conversations among Senior Leadership, Product Managers, Product Owners, and IT Managers in relation to Strategies, Portfolio items, Programs items, and Minimum Business Increment Items for all impacted teams.
• Facilitates meetings for Program Managers and between Program Managers and Product Owners to help with the high-level prioritization of MBIs at the Program level, ensuring the work matches the strategy themes, milestones, and the unit’s meta-goals.
• Creates presentations to solve for new buckets for Business Value - Expense Reduction which will allow the teams to focus on work that will save up to 600K per year.
• Audits all the Sharepoint items for the Research and Governance areas and manages a Resource Tracker to create new best practices and plan upon the next evolution of Lean Agile, assignments, and processes.

Confidential

Product Owner/Scrum Master

Environment: and Tools: Rally (Agile Tool), TFS, JIRA (Agile Tool), inRule, MS Visual Studio, Net, SQL, Splunk, Graphite, Cloud, RabbitMQ, Oracle, MS Office, MS Test Manager, Sharepoint. Initiatives, Themes, Features, and User Stories. Strategy, Prioritization, Planning, E2E Management, and Delivery. Agile, Scrum, and Lean practices and ceremonies.

Responsibilities:

• Led in the strategy, planning, and prioritization work needed from the Rewards (customer facing web and online experience) and Darwin Orchestration (back-end supporting applications) teams each sprint. Rewards and Awards: 6 in-house developers, 9 off-shore developers, 3 QA analysts, and 2 BAs and Data Decisioning/Darwin Orchestration: 6 in-house developers, 8 off-shore, 2 QA analysts, 1 BA, 1 SM.
• Created new processes, reviews/checks, and communication venues through performance analysis, gap analysis, and change management that allowed the team to increase in velocity by 95% in spite of the team size decrease by 12% and achieved a drop in consumer impacting bugs by 89% between 2014 and 2015.
• Led the Rewards team in the successful launch of promotions that include: Bluebird Card (Walmart), MultiSKU cards (i.e. Cash Back Card), Target/Amex Card, ProTax/Amex Web Service, Tax Act/Amex Web Service, Jackson Hewitt/Amex Web Service, Serve Blue Card, Barclay/Amex Card, Chegg/Amex Web Service, Zynga/Amex Online Product, and Riot/Amex Online product. Acquisition and re-engagement business cases that added of 689+ million customers to the platform, the re-engagement of 474+ million customers, and an increase in LTV in $19 per account for SKU 3 via spending activities.
• Led the Darwin Orchestration team in the addition of Fraud Codes for the Risk team that allowed the Risk team to begin to automate processes which used to require manual effort by customer representatives bringing a reduction in costs at an estimated $1M annual.
• Led the team in the creation of a Simulation Capability which reduced a load on the database by 50 % during simulation runs and increased usability by allowing long-term simulations.
• Led the team in the account closure automation work around fraud queues. This significantly reduced the number of items in the queues for APS representatives resulting in significant time and costs savings.
• Led the Rewards team in transferring of data to the Cloud and in the analysis of complex data to be utilized for new customer strategies in the platform (i.e. Increasing the speed in the delivery of promotions from 3 hours to 5 minutes, customer activity scoring, business intelligence information, activity reports, etc).
• Led the team on the reduction of fraud losses on the platform for Bluebird (from 0.21% to 0.12%) and Serve (from 0.37% to 0.24%) between 2014 and 2015.
• Created new KPIs to lower exposure to UDAAP risk (from 0.56% to 0.36%) which reduced correction costs, to lower CCP manual adjustment (from 7763 to 593) which reduced calls and brought saving costs of $18K and to increase customer satisfaction and costs by reducing prod support tickets (from 290 to 3) between 2014 and 2015.
• Worked closely with Lead Technical Architects, Technical Directors and Lead Developers in the creation and improvements needed in system architectures (scalability, fraud prevention), data rule triggers and rules, data access (Cloud Solutions), system maintenance, technical debt, and componentization.
• Worked with internal and external stakeholders (internal requestors, new business partners, and third-party vendors) to create and implement new digital and mobile products within the Amex platform and to sustain and update current systems within the product components to support growth and quality. Some of the partnerships included Walmart, Target, Soft Card, Facebook, Jackson Hewitt, Pro Tax, Delta, Chegg, Zynga, and Riot.
• Worked with clients, internal product partners, and the marketing and IT teams to ideate new solutions and services for existent products (for the goals of engagement and acquisition) and with end-to-end managers and the risk management team to ensure the requests moved throughout the business value funnel with any checks needed along the way (risk, costs, design, resource allocation).
• Worked closely to the design, UI teams, Database teams, and QA teams when depicting proof of concepts for mobile apps, digital payments, new card products, flows, digital solutions, and data-driven solutions to ensure initial asks where being met and evolved into successful solutions.
• Led cross-functional teams in the delivery of Online and Web services and pre-paid card products for merchants and for new partnerships (Walmart, Target, Zynga, Chegg, and Riot), work that added 440+ million customers to the company.
• Coached and lead in the first Agile practices within Confidential -EG Unit since 2011. Served as a Rally, Tools, Processes and Agile coach when needed. Led all main Agile ceremonies in new teams.
• Created features and user stories for the Online, Loyalty, and Mobile teams.

Confidential

Lead Business Analyst

Environment: and Tools: Clear Case, TFS, JIRA, Sharepoint, MS Visual Studio, Net, SQL, Oracle, MS Office, MS Test Manager. Business Cases, Use Cases, Test Cases, UML, Agile, Road Maps, Release Reports/Demos.

Responsibilities:

• Assisted in the implementation and training of new Confidential products (Account Aggregation Services and Financial Management Suite) which added new strong partnerships and millions of new accounts.
• Analyzed data to identify cost-effective areas of improvement (ROI and forecast) saving the organization $47K through long-term improvements and new process flows.
• Analyzed portal to portal system processes and user interface online/web pages (internal and of third-party vendors) to create new enhancement requests and sustainable flows. Partnered with IT and business leaders to bring change management to the teams when needed.

Confidential

Lead Business Analyst

Environment: and Tools: Enterprise Architect, TWACS, TFS, JIRA, MS Visual Studio, Net, SQL, Oracle, MS Office, MS Test Manager, Sharepoint. BRDs, UML, Use Cases, Test Cases, Impact Maps, Release Demos.

Responsibilities:

• Created the business case, requirements, impact map, rocess and technical documentation for the successful launch of meter-data read microchips in the following utility companies: PG&E Electric and Gas, ESP Electric and Gas, Nansen Electric and Gas. This work facilitated the acquisition 68,000+ new users of Confidential ’s application by the end of 2010, the engagement percentage continues to increase since then.
• Managed relationships with utilities clients in U.S., Ireland, and Latin America (Mexico and Brazil), achieved on-going engagement for close to 4 years through facilitation of meetings, presentations, analysis of data, and communication of work delivery each release.