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Work Background
Bank of AmericaTechnical Product Owner and Scrum Master
Jun. 2024 - Jan. 2025Addison, Texas, United StatesScrum Master combined with software base development with a passion for Agile to guide in delivering solutions. Committing to cultivating a culture of continues improvement, transparency, and line of business centricity within the organization. • Participated in Agile Ceremonies including sprint planning, daily stand-ups, and retrospective meetings for efficient project execution and continuous improvements • Conducted comprehensive software testing using SIT, UAT and others resulting in a 25% increase in our post release results and improved software quality • Partnered with developers to design and implement new features for a business-facing application, which saw an increase in user engagement metrics • Helped migrate legacy systems to modern tech systems, improving systems performances and reducing maintenance costs • Manage and own product lifecycle activities from concept, to design, development, testing, deployment, roll out, support, and finally product end of life • Aligned vision and collaborate with stakeholders in the execution of the product • Pioneered hybrid project methodology at Bank of America, combining agile flexibility with traditional governance to maintain compliance while accelerating product development cycles. • Cultivated cross-departmental partnerships at Bank of America, creating forums for transparent communication that transformed conflicting priorities into unified product strategies. • Implemented evidence-based decision frameworks at Bank of America, utilizing performance data to guide resource allocation and optimize sprint capacity planning. • Transformed project documentation practices at Bank of America, introducing visual management tools that improved stakeholder understanding and team alignment.
Bank of AmericaIT Project Manager V
Jul. 2023 - Jun. 2024Addison, Texas, United StatesOur Key focus included working with Line of Business stakeholders to understand their needs, capture their high level requirements, and perform impact analysis leading to technology solution design and sizing, collaborating across business and technology domains to align on priorities and ensured clear communication of vision and scope were always refined.
• Act as a Primary contact and escalation on technology matters for a single line of business
• Provided synthesis and communication of product vision • Worked with LOB to define requirements, product scope, vision; as the SME within the business and technical domain also supported scope and requirement decisions
• Worked with Technology teams to determine the impact of modifications, enhancements to applications; assisted with identifying integration points, the end-to-end solution design
• Worked with tech teams to size efforts; establish a time, cost and scope constraint while confirming funding needs LOB to acquire for approved funding
• Lead discovery sessions with clients, as well as assist in both internal and external working sessions. Lead kickoff of project scope with internal stakeholders.
• Collaborated with cross-functional teams to design, develop, and implement payment solutions.
• Utilized Agile methodologies (Scrum/Kanban) to manage project timelines and deliverables.
• Monitor project progress, identify risks, and develop mitigation strategies.
• Maintained focus on customer experience, adapting to changing priorities in our fast-paced environment • Develop and maintain project reports and analytics to track KPIs and communicate progress to stakeholders. • Establish and manage successful relationships with partners as assigned • Provide input and recommendations for improvements for the internal processes to provide efficiency and effectiveness • Assisted other teams on implementations or projects as appropriate with management’s approval
Frontier CommunicationsSenior Project Manager
Nov. 2022 - May. 2023Irving, Texas, United StatesResults-driven Project Manager with proven expertise in performance assurance, process optimization, and cross-functional collaboration. Played a pivotal role in Frontier Communications’ first launch of 5G Fiber Internet in the United States, driving improvements in key performance areas across the central region while enhancing operational efficiency and customer satisfaction. • Facilitated seamless communication between technical teams and business stakeholders, ensuring product features aligned with both technical capabilities and market demands.
• Orchestrated product strategy pivots in response to industry disruptions, positioning Frontier • • Communications to capitalize on emerging telecommunications trends.
• Streamlined cross-functional collaboration between technical teams and business stakeholders, ensuring product features aligned with market demands and technical capabilities.
• Increased visibility on key slippage areas, capacity planning, and vendor management by implementing data-driven strategies and actionable insights.
•Delivered a 10-15% slippage reduction nationally by year-end by identifying and resolving order process issues, increasing accuracy, and improving workflows.
• Helped increase activation rates to 88% and above 90% through record retention processes, compliance improvements, and strategic sales collaboration.
• Introduced a streamlined process for the “Trouble” ticketing system, automating known issue reporting to analyze root causes, forecast trends, and implement timely resolutions.
• Bridged the gap between field operations and sales teams, ensuring alignment of goals, seamless execution, and improved overall performance metrics.
• Conducted vendor audits and ensured compliance ownership, mitigating risks and enhancing operational accountability. • Collaborated cross-functionally using tools like PowerBI and Spotfire to analyze slippage drivers and report accurate data weekly to leadership.
CoreLogicSenior Product Manager
Jul. 2022 - Nov. 2022Served as the primary point of contact for client projects, ensuring delivery excellence and client satisfaction by coordinating across matrixed teams, including Development, Production Support, Network Operations, Help Desk, and Release Management. • Demonstrated strong leadership and decision-making skills to prioritize, schedule, and deliver exceptional client services while managing both short-term tasks and long-term projects.
•Facilitated seamless communication between technical teams and business stakeholders, ensuring product features aligned with both technical capabilities and market demands.
•Communications to capitalize on emerging telecommunications trends.
•Streamlined cross-functional collaboration between technical teams and business stakeholders, ensuring product features aligned with market demands and technical capabilities.
• Enhanced product cycles, cutting time-to-market effectively.
• Facilitated cross-functional collaboration, boosting customer retention.
• Led the integration of digital banking APIs into fintech platforms, improving payment processing accuracy and speed.
• Partnered with vendors to enhance transaction security, ensuring secure authentication and fraud prevention mechanisms.
• Streamlined ETL data pipelines, enhancing financial reporting accuracy and decision-making capabilities.
• Orchestrated cross-functional team collaboration on API integration projects, identifying critical bottlenecks and implementing solutions that reduced transaction processing time.
• Built strong relationships with technology partners to implement robust encryption protocols, substantially decreasing security vulnerabilities in payment systems. Technologies Utilized:
Platforms and Tools: Avaya, AppDynamics, Jira, AXIS, GEM, Slack, ServiceNow, RTMS, Workday.
Technical Skills: SQL knowledge, operational data analysis, and salesforce
Vistra Corp.Project Manager
Feb. 2022 - Jul. 2022Irving, Texas, United StatesProven leader with a strong track record of project excellence by managing cross-functional teams, streamlining workflows, and bridging the gap between business operations and IT. Adept at leveraging data-driven insights, customer-focused strategies, and innovative solutions to enhance project outcomes, improve customer satisfaction, and drive organizational success.
• Assessed team performance to ensure project targets and deadlines were met, proactively identifying areas for improvement and implementing solutions.
• Conducted regular team meetings to review deliverables, resolve roadblocks, and ensure timely project completion.
• Produced comprehensive documentation for senior management, including business requirements, UAT plans, use cases, sequence diagrams, and scope matrices.
• Served as a liaison between business operations and IT teams to gather and translate business requirements for system enhancements, modifications, and implementations.
• Maintained logs for meeting schedules, minutes, and project updates to ensure effective communication and alignment among stakeholders.
•Developed communication processes to manage customer relationships and keep stakeholders informed of project results, driving satisfaction and trust.
• Led the integration of digital banking APIs into fintech platforms, improving payment processing accuracy and speed.
• Partnered with vendors to enhance transaction security, ensuring secure authentication and fraud prevention mechanisms.
• Streamlined ETL data pipelines, enhancing financial reporting accuracy and decision-making capabilities.
• Drove GTM strategies for fintech product features while collaborating across teams to enhance service scalability and reduce operational costs.
• Developed strategic roadmaps for digital banking features, prioritizing high impact initiatives that drove user adoption and increased platform engagement metrics.
TCWGlobal (formerly TargetCW)Project Manager
Oct. 2021 - Feb. 2022Diligent and dedicated client relations manager with seven years of professional experience in applying quantitative analytical models to convert customer data into useful information. Adept at developing strong positive relationships with clients and creating selling strategies and loyalty programs to improve the company's growth. • Contract and Renewal Management: Successfully managed and tracked contract renewals and addendums, ensuring seamless onboarding for new services and facilitating client growth.
• Benefits Administration: Ensured accuracy and alignment of benefit plan documents with client intent, prepared enrollment packets, and conducted onboarding sessions. Analyzed insurance carrier products to deliver optimal benefit solutions tailored to client needs.
• Compliance and Documentation: Created due diligence and compliance documentation to support client records, staying updated with regulatory changes and ensuring adherence to IRS guidelines and legal requirements.
• Client Consulting: Delivered strategic consulting services to address client-specific growth challenges, integrating insights into future plan changes and business development strategies.
• Data Management and Reporting: Maintained critical data in systems such as FileMaker Pro, Salesforce, and Benefits Databases, ensuring accuracy and accessibility for reporting and decision-making.
• Facilitated process efficiency by managing contributions, distributions, and benefit payments, ensuring accurate and timely reporting.
• Acted as a subject matter expert for internal partners on insurance products, plan designs, and operational workflows.
• Managed client accounts, improved satisfaction, utilized CRM, resolved issues, enhanced loyalty.
• Analyzed data to identify relationship patterns and optimize service delivery at TCWGlobal, developing systematic approaches for tracking satisfaction metrics and improving response times.
• Implemented feedback mechanisms that enhanced service quality.
FiservProject Manager Digital Payment Solutions
Apr. 2021 - Oct. 2021Frisco, Texas, United StatesHighly skilled professional with a proven track record in technical support, client relationship management, and system performance optimization. Adept at diagnosing and resolving complex application, technical, and hardware issues while delivering exceptional customer service. • Partnered with internal teams to evaluate fintech solutions, improving service scalability and reducing operational overhead.
• Drove GTM strategies for fintech product features while collaborating across teams to enhance service scalability and reduce operational costs.
• Orchestrated stakeholder partnerships to identify financial technology opportunities, resulting in optimized payment offerings and improved client satisfaction.
• Redesigned transaction processing workflows by identifying system inefficiencies, creating more robust reconciliation processes that aligned with industry standards.
• Implementation of digital payment solutions while evaluating fintech integrations to meet evolving market demands and client requirements.
• Technical Troubleshooting and Issue Resolution: Diagnosed, troubleshot, and resolved technical, application, and hardware issues with efficiency, ensuring minimal downtime and maximum client satisfaction.
• Dashboard Creation and Reporting: Designed performance dashboards for website monitoring, delivering critical insights to leadership teams to support strategic decision-making.
• Client Onboarding and Education: Conducted and participated in onboarding sessions with clients and financial institutions to provide a comprehensive understanding of their line of business. Educated clients on product functionality, features, and best practices to enhance self-sufficiency and optimize their experience. Tools and Technologies:
• CRM Platforms: Salesforce, Client Central, Roldan, Service Point, Workday, Catchpoint, Outside View. Technical Expertise: Network protocols, system performance diagnostics, and customer engagement tools.
WatchtowerVolunteer At Watchtower
Mar. 2015 - Jan. 2021Wallkill, New York, United StatesDynamic professional with a diverse background in technical support, client relationship management, and construction operations, offering a unique combination of hands-on experience and technical expertise. Proven ability to lead teams, resolve complex issues, optimize systems, and manage operational workflows, while delivering exceptional results in fast-paced environments. Skilled in managing technical troubleshooting, client onboarding, and operational processes, with additional experience in safety compliance and heavy machinery. Key Responsibilities and Achievements • Provided technical support via phone, email, and other channels, efficiently managing customer support tickets and inquiries. • Team Leadership: Managed a team of five, offering mentorship, guidance, and professional development while ensuring a positive and productive work environment. • Logistics and Dispatch: Supervised the dispatching of materials, ensuring timely delivery and accurate allocation of resources for various projects. • Heavy Machinery Operation: Operated forklifts, scissor lifts, reach trucks, and pallet trucks, demonstrating proficiency in handling and maintaining power equipment. • Blueprint Reading and Safety Compliance: Developed skills in reading and interpreting blueprints and layouts to execute projects effectively. Completed courses in JHA safety compliance, reinforcing a strong commitment to workplace safety. • Organization and Efficiency: Packed and shipped furniture, equipment, and materials with attention to detail, maintaining clean and organized workspaces to support project efficiency. Technical Tools and Skills • Technology Platforms: Salesforce, Client Central, Roldan, Service Point, Workday, Catchpoint, Outside View. • Construction Equipment: Forklifts, scissor lifts, reach trucks, pallet trucks. • Core Competencies: System performance optimization, blueprint reading, safety compliance, logistics management, team leadership, and client education.
Ambit EnergyBusiness Analyst/Project Manager
Mar. 2012 - Mar. 2015Led client projects and provide project consultation. Executed completion and approval of testing, user documentation, and blended learning plans. Produced documentation and workflow analysis supporting the Transaction Management and Billing team and associated development partners. Ensured user stories or projects for tactical development tasks are accurate, precise and in the company's best interest.
• Documented and troubleshot processes and effectively communicate issues to departmental leadership.
• Implemented new processes based on business needs by determining requirements and resources.
• Managed the investigative process from initial detection to disposition and filing.
• Monitored daily EDI workflow and ensure data and transaction integrity.
• Processed EDI fulfillment tasks and complete all aspects of daily EDI functions.
• Strived for first-call resolution and truly own customer needs and issues.
• Managed billing and streamlined processes.
ChaseTeller
Jan. 2011 - Jan. 2012McKinney, Texas, United States• Commercial Teller/ Personal Customer Service • Documentation and data entry analyst
• Implemented new hire training policies and procedures
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