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Work Background
Foothold TechnologyProduct Owner
May. 2021 - Aug. 2024New York, New York, United StatesAs Product Owner, I spearheaded the modernization of a legacy EHR platform. I led efforts to revamp navigation, launch highly requested features, and boost performance and accessibility, significantly improving the user experience and increasing customer satisfaction. I owned the product strategy, translating user feedback and business goals into a focused roadmap. While not formally a Scrum Master, I facilitated Agile ceremonies, removed roadblocks, and coached the team on Scrum best practices, enhancing team alignment and accelerating delivery. Customer empathy guided every decision, and I spearheaded the company-wide adoption of Pendo to gain real-time insights into user behavior that directly informed prioritization. I also optimized product operations, streamlining workflows and improving tool adoption, boosting team efficiency and enabling greater scalability. My focus was on aligning stakeholders and delivering solutions that truly mattered.
Foothold TechnologyQA & Customer Support Specialist
Jan. 2015 - May. 2021New York, New York, United StatesAs a QA & Customer Support Specialist, I ensured high-quality product releases by managing and executing the QA lifecycle for assigned projects. This included writing test cases, coordinating UAT, and conducting regression testing to catch bugs early and deliver a better user experience. I also provided direct customer support through the Help Desk, triaging and escalating issues to Engineering to drive efficient resolutions and increase customer satisfaction. Toward the end of my tenure, I was increasingly tasked with responsibilities that sparked my interest in product analysis. These included analyzing customer feedback for product improvements, creating onboarding documentation to improve user adoption, taking ownership of key product initiatives, and collaborating with Customer Success and Engineering to influence the product roadmap and prioritize user-focused fixes. This ultimately fueled a passion for all things product and propelled me forward on my career trajectory.
Foothold TechnologyBusiness & Proposal Analyst
Jul. 2010 - Dec. 2014New York, New York, United StatesIn this role, I translated market and prospect needs into effective business strategies. I managed RFP strategy and execution, improving turnaround times and increasing the potential for contract wins. By developing scalable RFP response processes, I further improved turnaround times and positioned the organization for greater contract acquisition. I conducted thorough market research—focusing on competitor analysis and EHR industry best practices—and prospect needs analysis to inform compelling, prospect-specific RFP responses, acting as a conduit between these external insights and internal proposal development. I partnered cross-functionally, working directly with the CEO and CMO to refine and gain approval on key messaging and strategy, ensuring a cohesive, strategically aligned approach that bridged business objectives, compliance standards, and communication. I also crafted executive-level communications to support business development and strategic positioning initiatives, while developing reusable proposal templates to standardize processes and maintain consistent brand messaging.
The BridgeOperations and Compliance Lead, Residential Division
Aug. 2005 - Jun. 2010New York, NY● Led regulatory compliance initiatives, enhancing patient care standards in behavioral health programs. ● Trained staff on best practices in documentation and engagement, improving knowledge retention and efficiency. ● Served as an in-house EHR system expert, training teams and optimizing workflows in collaboration with vendors.
Supportive Housing Network of New YorkExecutive Assistant
Jul. 2004 - Jul. 2005New York, New York, United States● Managed executive communications, supporting strategic initiatives. ● Coordinated meetings & events, improving operational efficiency.
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