Product Owner

• May 2023 - Present

Product Owner

• Jun 2021 - Apr 2023

Systems Requirements Analyst

• Jul 2019 - Jun 2021

• Lead multiple projects as both Requirements Analyst and Scrum Master to onboard global contact center advisors in US, Canada, Mexico, and Brazil to a common telephony platform. • Member of team that created a common React based UI used by GM’s global contact centers that integrates with other internal GM applications and telephony systems. • Created and managed prioritized project backlogs for concurrent projects to prevent overlapping developer resources. • Worked closely with the… Show more • Lead multiple projects as both Requirements Analyst and Scrum Master to onboard global contact center advisors in US, Canada, Mexico, and Brazil to a common telephony platform. • Member of team that created a common React based UI used by GM’s global contact centers that integrates with other internal GM applications and telephony systems. • Created and managed prioritized project backlogs for concurrent projects to prevent overlapping developer resources. • Worked closely with the product owner team and business SMEs to create easy to understand requirements that fulfilled the business needs. • Collaborated with development, business and UI/UX teams to create mockups for a group of 10 stories that created core case and activity management features that enabled additional advisor groups to be onboarded to a new CRM interface. • Participated in multiple demo sessions with product owner to capture user feedback to identify critical areas of improvement within the application to help prioritize features that would provide the most ROI to the business. • Organized and lead regular user story review and sizing meetings for multiple projects as part of an ongoing practice to maintain a prioritized backlog with ready to implement stories.

Software Developer

• Jan 2016 - Jul 2019

• Developed an automated notification escalation workflow that alerts leadership at dealerships to improve handling time of open service requests for vehicles being serviced. • Configured a Siebel SmartScript form that created a single activity record which advisors could reference instead of manually entering and formatting this data. • Created multiple CTI event handlers that captured data about the caller and routed the advisors screen in Siebel CRM based on the information passed so… Show more • Developed an automated notification escalation workflow that alerts leadership at dealerships to improve handling time of open service requests for vehicles being serviced. • Configured a Siebel SmartScript form that created a single activity record which advisors could reference instead of manually entering and formatting this data. • Created multiple CTI event handlers that captured data about the caller and routed the advisors screen in Siebel CRM based on the information passed so that the advisor could address their issue without asking unnecessary questions. • Routinely addressed business change requests to modify dropdown values in various parts of the application to allow for business operations to continue unimpeded. • As part of GM’s DevOps model, I monitored incident queues for the global contact center applications to address issues that arise within the defined SLA.