Product Owner

• Jul 2022 - Present

Product Owner

• Jan 2021 - Jul 2022

Worked on Fuel Rewards loyalty app, involved with various API's and mobile enhancements and functional improvements. Helped to manage the intake and coordination of user stories, while improving the health of the backlog for various teams. Gathered requirements and perform UAT to ensure product requisites were achieved and deadlines were met. Worked on Fuel Rewards loyalty app, involved with various API's and mobile enhancements and functional improvements. Helped to manage the intake and coordination of user stories, while improving the health of the backlog for various teams. Gathered requirements and perform UAT to ensure product requisites were achieved and deadlines were met.

Product Owner

• Jan 2017 - Aug 2020

Managed multiple team backlogs within Hospitality. Onboarded new/existing customer requirements within the Aloha environment. Led Agile ceremonies such as Sprint Planning, Demos, and Retrospectives. Teams involved were: POS, Aloha Kitchen, CSO2, Aloha Takeout, Installer Services, and OrderPoint.- Collaborated efforts to transition team from Waterfall to SAFe methodology within first year for multiple teams within the Hospitality group.- Prioritized backlog and velocity intake of user stories for team(s), resulting in a higher rate of completion per 2 week sprints.- Delivered on initial customer requirements, and continued to enhance user experience, with feedback by management team every 2 week sprints. Show less

Scrum Master

• Jan 2019 - Dec 2019

Interim position to help transition of team between Headquarter and Satellite offices.- Conducted Agile ceremonies including: Planning session, Sprint Review, Sprint Demo, and Retrospectives.- Established team velocity between 2-3 teams within group on a 2 week sprint basis.- Demonstrated effective adoption of SAFe methodology toward management and team buy in.

Business System Analyst

• Nov 2014 - Dec 2016

Provided technical (BRD) Business requirement documentation for enhancements for Auto Loan origination. Led meetings with Product Owner, business, and shareholders to gather requirements for day to day operations. - Created high level IT design documentation; alongside senior executives, UI/UX team, Business Intelligence, leading to higher acceptance rates of user story requirements per 2 week sprints. - Coordinated with Dev/QA teams on User Acceptance Testing (UAT), ensuring 90% of stories were validated to business requirements and expectations. - Partnered with Product Owner and Scrum master to achieve team goals, often asked to help lead team on Agile ceremonies when needed. Show less

Xbox Support Program Analyst

• Nov 2011 - Dec 2014

Resolved customer reported incidents and bugs within the Xbox division for account services. Screened initial submissions based on priority and severity of incident, and delegated to proper channels for effective solutions. - Created guidelines for both Tier 1 through Tier 3 escalations, so expedited issues were handled correctly and supported by documentation. - Held weekly meetings with Service Delivery managers (SDM) at regional locations to report on key performances indicators (KPI) of staff; to deliver visibility of work effort. - Experienced in identifying fraud or stolen merits involving a customers Microsoft account. Often assisted in training and assisting team on workshops when needed. Show less

Technical Analyst

• Jun 2010 - Nov 2011

Handled field calls from ATM vendor/owner and reported incidents of fraud. Technical support for troubleshooting machine setups and accountable for reporting, ACH settlements, transaction files, status monitoring, and shipment of master keys and forms. - Resolved customer disputes and technical issues occurring on a daily basis, inevitably leading to fewer follow up callbacks. - Created a self-help document to owners/vendors for general technical issues within 2-3 months, to help mitigate volume of calls at local office. Show less

Team Lead

• Mar 2007 - May 2010

Oversaw the management and productivity for a team of 10-14 personnel in a call center environment. Led the team meetings, discussed ongoing goals and achievements for each member, while achieving management expectations. - Led workshops on enhancing performances, providing approaches to improve retention rate of customers over 75% of time on site. - Decreased turnover rate of employee's within group compared to other groups annually. - Conducted weekly and monthly 1on1's with each team member to strengthen best practices; building rapport and trust. Show less

Team Lead

• Feb 2005 - Mar 2007

Led a team in the E-Commerce division of online commercial retail, providing support of inventory orders between various stores and Just in Time (JIT) warehouses. - Identified improvement areas in training curriculum, for staff of 15+ coworkers in department. - Wrote training documentation to support onboarding of new employees, decreasing turnaround time of knowledge transfer by 30-50%. Led a team in the E-Commerce division of online commercial retail, providing support of inventory orders between various stores and Just in Time (JIT) warehouses. - Identified improvement areas in training curriculum, for staff of 15+ coworkers in department. - Wrote training documentation to support onboarding of new employees, decreasing turnaround time of knowledge transfer by 30-50%.