Sep 2021 – Oct 2024 · 3 yrs 1 mo · Philadelphia, Pennsylvania, United States · Remote

• Led strategic product planning by defining the product vision and roadmap aligned with organizational objectives. Translated customer needs into features and user stories by creating detailed wireframes, customer journeys, and business process flowcharts.
• Communicated product vision and technical requirements clearly to cross-functional stakeholders through strong digital literacy and structured product documentation.
• Collaborated with IVR developers, solution architects, and engineering teams to redesign the IVR process, successfully reducing call volumes to the customer service center. Launch of the improved IVR experience led to a 15% improvement in First Response Time (FRT) and significantly enhanced overall customer satisfaction.
• Directed the PEGA development team in partnership with UX/UI designers and MBM business stakeholders to deliver the user interface for the prior authorization rules engine, focusing on intuitive design and optimized customer experience.
• Worked closely with architects, designers, and engineering teams to develop the product strategy and vision for RESTful API design across major Elevance Health platforms—including customer service web and mobile applications—ensuring delivery of high-value solutions that improved the end-to-end customer experience.

Sep 2017 – Feb 2021 · 3 yrs 5 mos · Cincinnati, Ohio, United States · On-site

• Partnered closely with business stakeholders and product teams to gather business needs and translate them into clear, actionable technical requirements. Provided guidance throughout the full SDLC to ensure engineering alignment with product goals and technical standards.
• Defined detailed product requirements by leveraging deep technical expertise and collaborating with engineering teams to ensure effective, high-quality delivery.
• Collaborated with CVS Pharmacy partners and data analysts to build a joint Pharmacy Benefit Manager (PBM) platform, reducing third-party costs by 25%. Analyzed data requirements and designed data schemas to support a scalable, in-house PBM solution for Elevance providers and users.
• Led the functional redesign of the traditional client-based microservices architecture into a client-agnostic, core-internal microservices model—simplifying maintenance, improving traceability, and increasing operational efficiency by 15%.
• Managed multiple initiatives within Elevance’s customer service center modernization program, enhancing customer experience by delivering high-quality APIs that comply with healthcare and digital standards while identifying continuous improvement opportunities.
• Developed fallback APIs leveraging local data repositories to reduce downtime associated with legacy systems, ensuring uninterrupted support for customer service agents and improving system resilience.
• Designed a Near Real-Time (NRT) API solution by establishing a data pipeline integrated with the Elevance data hub, enabling faster and more reliable data access for downstream applications.
• Spearheaded the migration of APIs from on-premise infrastructure to AWS, reducing maintenance and storage costs by 30% while improving scalability and performance.

Aug 2011 – Feb 2013 · 1 yr 6 mos · India · On-site

• Administered and supported Unix/Linux systems in a production environment, ensuring high
• availability and performance tuning, and automation using shell scripting, contributing to
• operational excellence
• Collaborated with ITIL-based service management teams to handle incident, change, and problem
• management, aligning system operations with SLAs and compliance standards, demonstrating
• strong communication skills and adherence to operating principles
• Executed system patching, upgrades, and deployments through structured change management
• processes, contributing to stability and audit readiness