Senior Product Manager

• Aug 2023 - Present

Technical Software Product Manager

• Mar 2019 - Aug 2023

Software Project Specialist

• May 2018 - Mar 2019

Business Analyst

• Mar 2016 - Apr 2018

Defense Logistics Agency Human Resources Applications and Web pages • Document project Scope and Requirements. • Perform Gap Analysis. • Participate in Project Planning and the creation of the Project Plan. • Create User Acceptance Test Plans and Test Cases. • Coordinate and oversee User Acceptance Testing (UAT). • Create and communicate the project Implementation Plan. • Coordinate and oversee project Implementation. • Create missing application documentation. • Update and maintain application documentation according to the latest project scope. • Maintain application Regression Test Guide. • Act as a liaison between vendor and customer (for external applications). • Perform independent analysis of reported issues to provide timely resolution. • Provide technical support directly to the customer and within the business unit. Show less

Operational Accounting Consultant

• Jul 2012 - Mar 2016

• Managed the scope, requirements, design, and release of 59 Business Application releases totaling 370 change enhancements for the Medical Loss Ratio Rebate Project.• Created and maintained 35 Standard Operating Procedures/Workflows.• Developed 16 customer communications, tailoring each for a specific audience or purpose (includes customer messaging and logos).• Worked with Legal & Compliance to approve customer communications, when applicable.• Refined 21 Service Center scripts to improve the customer experience.• Retained the customer experience as a central focus when making business decisions and providing constructive feedback on requested change items.• Defined and implemented compliant process changes, which are repeatable.• Scheduled and delegated the implementation of procedures/processes that enhanced efficiency or reduced the dependency on outsourced technical support as well as reduced manual intervention/manual processing.• Effectively communicated and coordinated across teams.• Partnered with external resources to assist with the effort; aligning testing scope and timeline.• Actively made business decisions to appropriately align changes to when they were most beneficial to be utilized.• Contributed to the overall Go/No Go decision; pushing forward with project changes based on returned cost analysis, or shifting project scope if the cost were higher than the return.• Monitored the execution of each change item from start to finish; design to mock up, mock up to DEV, DEV to QA, QA to test, test to Production.• Communicated the updates made to all necessary parties with a detailed description of the change made and where additional documentation can be found.• Consistently met critical, overlapping, and conflicting timelines within the fast paced ever-changing project. Show less

Plan Sponsor Client Representative

• Oct 2007 - Jul 2012

• Facilitated Federal and State benefit enrollment and eligibility regulations and guidelines to Small Business Owners, HR managers, and Brokers.• Performed enrollment application processing.• Researched and explained billing discrepancies as they related to changes in enrollment, under payment, over payment, misapplied payments, and plan changes.• Created a SharePoint page for the entire contact center with regularly referenced, readily available materials.• Documented each conversation for historical tracking and quality assurance. Show less