Sep 2018 – Dec 2019 · 1 yr 3 mos

• Product owner of UPMC AnywhereCare, a digital healthcare product for consumer virtual visits. Responsible for the product roadmap, program and service expansion, implementation, optimization, and overseeing the operational support framework. Responsible for strategy and delivery of new product functionality and enhancements with a third-party vendor, while meeting or beating our organizational deadlines.
• For program initiatives: led cross-functional teams comprised of business stakeholders, engineers, operational analysts, UX designers, support staff, marketing experts, and clinical users. Rolled out product changes and new programs that reached 4M+ consumers. Developed and executed marketing and user support strategies to increase new user adoption, utilization, and returning users to our telehealth product for appropriate care.

Sep 2017 – Aug 2018 · 11 mos

Jun 2017 – Sep 2017 · 3 mos

Nov 2015 – Jun 2017 · 1 yr 7 mos

• Led the successful implementation of UPMC AnywhereCare, a digital healthcare product. The project was a multi-division wide initiative involving third party vendor management, rigorous project management, and delivering complex business, technical, & clinical requirements against weekly deadlines. We met our goal of launching within 1 year from kick-off.

May 2014 – Sep 2015 · 1 yr 4 mos · Greater Pittsburgh Area

• Owner of E2E launch cycles for e-commerce mobile websites. Owned analytics tracking, research, and writing product requirements. Implemented new site features and A/B testing of experimental features through an agile engineering framework. Proposed and delivered site enhancements for retail clients, including but not limited to: Party City, Things Remembered, Levi's, VF Corporation, Ace Hardware, Shop MLB, and Bath & Body Works.

Nov 2013 – Apr 2014 · 5 mos · Greater Pittsburgh Area

• 1 of 3 Data Analysts at an emerging start-up with Fortune 500 clients.
• Wrote and presented client reviews on consumer shopping trends and overall performance of e-commerce mobile sites & apps. Proposed improvements to increase conversion & site speed, decrease bounce rates, and improve overall UX.
• Performed regular data analysis & reporting, using industry-standard analytics tools (Google Analytics, Adobe, and IBM Coremetrics).

Mar 2013 – Nov 2013 · 8 mos · Phoenix, Arizona Area

• Consistently recognized as a Bank of America Top Performing Associate.
• Launched an automated productivity reporting tool for claims processing employees in close partnership with a SQL engineer and Ops Analyst. This tool replaced an outdated self-reporting productivity system. Individually responsible for acquiring technical & operational requirements, testing, communication, launch, and post-launch monitoring.
• Other responsibilities included: process mapping, manual debit/credit reconciliation, specialized operational support to Fraud Claims, and User Acceptance Testing.

Aug 2012 – Feb 2013 · 6 mos · Phoenix, Arizona Area

• Received Bank of America awards in Creating Opportunities, Operations Support, and Customer Experience.
• Team Lead for Merchant Representments and Spanish speaking teams in ATM Debit Fraud Claims. Coached employees on customer service, claims quality standards, fraud chargeback measures, and policy & regulatory compliance. Handled escalated customer complaints. Team consistently recognized as top performing in productivity and quality across the LOB.

Mar 2012 – Jul 2012 · 4 mos · Phoenix, Arizona Area

• Through one-on-one coaching and weekly quality tips, improved audited teams' aggregate scores from Does-Not-Meet to Exceeds within 2 months.

Aug 2010 – Mar 2012 · 1 yr 7 mos · Phoenix, Arizona Area

• Advanced from entry level to Claims Analyst II within 6 months. Experienced in resolving complex ATM Debit Fraud Claims and escalated customer complaints.
• Selected for and completed the Claims Associate Development Program. For my project, I created a digital brochure for guiding employee career development. Presented to senior leadership at close of the program.
• Trained 25 new hire employees through classroom and on-the-job training over a 3-month period.
• Consistently recognized as a top performing employee and received the Bank of America Core Values award.

May 2010 – Jul 2010 · 2 mos · Scottsdale, Arizona

Jan 2008 – Jan 2010 · 2 yrs

• Funded by the Center for the Study of Religion and Conflict Undergraduate Fellows Program