Apr 2023 – Jun 2025 · 2 yrs 2 mos

• After launching the most amazing human product, I decided to focus full time on this experience.
• During this time, I also made investments in my professional growth, preparing myself for a seamless return to product leadership roles
• Learned about AI, machine learning (ML), and AI Product Management with Duke University Pratt School of Engineering's AI Product Management Specialization on Coursera.
• Launched an e-commerce company focusing custom products, keeping my skills in market research, design, and product strategy sharp.
• Provided ad-hoc Salesforce reports and dashboard consulting to former colleagues and business contacts.

Jan 2022 – Mar 2023 · 1 yr 2 mos · Remote

• I had the privilege of contributing to a high-impact team focused on enhancing efficiency for the Client Success (CS) organization through intuitive digital solutions on the Salesforce platform.
• Led the implementation of 12 Salesforce-based solutions, delivering up to $15M USD in savings for the CS team.
• Boosted efficiency by 95% for CS representatives through improved CRM UI design and seamless API integrations, reducing the need for manual data entry (swivel chairs).
• Managed and mentored a team of 4-6 business analysts, maintaining productivity as project volume tripled while ensuring high-quality delivery.
• Redesigned case creation workflows by implementing mandatory fields and validation rules, cutting resolution time by 75% (from 13 days to 3 days).
• Became the go-to expert for SQL, IQL, GBQ, and Salesforce data pulls, consistently delivering valuable insights and supporting data-driven decision-making.

Nov 2018 – Jan 2022 · 3 yrs 2 mos

• Led strategy and operations for two Salesforce CRM applications supporting ~1,000 users across
• Customer Service, Enrollment, Claims, Care Management, and Finance, and 9M annual
• cases from members and providers.
• Owned the Member 360 and Provider 360 CRM experiences, delivering key provider service
• capabilities such as Tax ID validation and Claims Search.
• Developed product strategy, vision, and roadmaps, prioritizing stakeholders’ needs based on
• data-driven ROI expectations.
• Successfully transitioned operational stakeholders to Agile product management from
• previous Waterfall methodology, receiving top satisfaction ratings a year post transition.

Jun 2017 – Nov 2018 · 1 yr 5 mos

• Led the Member 360 product roadmap for a full-service Salesforce contact center CRM, integrating real-time claims, billing, and authorizations data via APIs.
• Revamped and consolidated Medicare, Marketplace, and Medicaid benefit libraries, transforming fragmented resources into a comprehensive, accurate, and user-friendly reference for customer service and healthcare management teams.
• Key Results:
• Reduced average call handle time (AHT) by 1.5 minutes, a significant improvement in the contact center environment.
• Increased customer satisfaction from 3/5 to 5/5 immediately after CRM launch.
• Cut new-hire training time by 33%, reducing training by almost 2 weeks.
• Contributed to the organization earning a $60M award from CMS (Medicare Star Ratings) due to improved customer service performance.

May 2015 – Nov 2018 · 3 yrs 6 mos

• Managed a team of 21 employees, 10 of them remotely, fostering a supportive and teamwork-based environment across three regional offices.
• Selected by senior leadership to be Product Owner in an Agile Scrum team, developing a Customer Relationship Management (CRM) application on Salesforce.
• Overhauled the existing audit programs for two functional areas, leading to a 50% increase in the team's output within the first month.
• Designed and led the development of the Member Services Wiki page, the most comprehensive knowledge base in the organization.
• Devised and deployed a system for continually training and testing call center associates on their compliance with the requirements of Article 44 of the Public Health Law, leading to a 100% passing state audit result.
• Awarded the Gold CARE award by the organization's executive team.

Apr 2014 – May 2015 · 1 yr 1 mo

• Played a critical role in designing a Salesforce SaaS application for medical transportation
• coordination as a subject-matter expert.
• Launched and maintained the Member Services intranet page; a central knowledge base
• that allowed for quick access to all call center resources. The first of its kind in the
• department and used as a model for other departments in the organization.
• Established a process to ensure call center staff was always informed of upcoming changes and outgoing communications.
• Revamped and improved all process documentation across all lines of business and created new workflows.

Jun 2013 – Apr 2014 · 10 mos

• Created new forms which were adopted throughout the call center. This improved the accuracy of information sent to providers.
• Assisted with new-hire training and served as a SME.
• Created the first documented workflows for several special projects.

Jun 2010 – Dec 2012 · 2 yrs 6 mos · Brooklyn, New York

• Created the first new-hire manual, which reduced training time by several weeks.
• Revamped the client-information e-file system.