About‍
I own all KPIs and metrics in the P&C Digital Claims space, researching and synthesizing data to uncover customer needs and market trends. Collaborating with Engineers, Marketing, Design and key Stakeholders, I develop strategic roadmaps, implement enhancements, and monitor results—continuously optimizing for success.

• Big Wins
• Increased the rate of positive customer sentiment to 4.6 out of 5, and reduced digital abandonment by 11%
• Led the redesign of the Digital Auto Claim Submission experience, which resulted in a 36% increase in auto claims submissions MoM

• Skills
• Splunk
• Strategic Road mapping
• Protoyping
• Wireframing
• Data Analysis
• Market Research
• Behavoiral Research

About‍
Defined and refined requirements, collaborated cross-functionally with legal, design, and initiative owners, and managed a prioritized backlog across sprints to ensure seamless delivery. By leveraging data analysis and Test/Control strategies, I identified and closed critical experience gaps, driving enhanced customer engagement.

• Big Wins
• Led installation of Bottom Navigation, which improved conversation rate to key features by ~11%
• Implemented new Rewards page to track spend, and enroll in Cash Back Bonus Rewards

• Skills
• Adobe Target
• Story Mapping
• Feature definement
• Leadership
• User-centric Design
• User Research
• User Acceptance Testing

About‍
I exercised full autonomy in uncovering user data to identify UX opportunities, defining impactful features, and leading a team of engineers through successful implementation. Post-installation, I meticulously monitored results to ensure enhancements delivered meaningful value and aligned with user needs.

• Big Wins
• Executed overhaul of SMS, email, and Push alerts that resulted in 24% increase of enrollment, and cost savings of over 1MM
• Improved website performance through UX enhancements, contributing to ranking #2 in the JDP website results

• Skills
• Adobe Target
• Story Mapping
• Feature definement
• Leadership
• User-centric Design
• Design Systems
• Competitive Insights

About‍
Faced with the challenge of creating digital self-service options for cardholders in financial difficulty, I conducted test-and-control experiments to uncover customer trends and preferences, reducing complaints while increasing chat availability. I successfully decommissioned the CMA vendor site, bringing the digital Collections portfolio in-house and supporting cost-savings initiatives.

• Big Wins
• Enhanced online collections contact strategy and increased interactions via new Click to Chat placements– 40% increase of balances moved
• Developed strategy to include missions of charged-off accounts access to their account and increase payments via self-service

• Skills
• HTML
• Agile
• Scrum
• Kanban
• Data infrastructre

About‍
Led scrum team to implement monthly system enhancements and compliance updates, optimizing tools for front-line agents to support customers effectively. Additionally, I  held mutliple team-level responsibilities such as running our monthly strategy meetings, acting ask release manager, and organizing documents in a newly-built sharepoint site.

• Big Wins
• Converted System Continuous Improvement process to Agile which improved implementation cycle time by 42%

• Skills
• SQL
• Agile
• User Experience
• Behavoiral Research
• Data infrastructre

About‍
Spearheaded efforts to enhance customer communication through a comprehensive redesign of Real-Time Alert notification campaigns across email, text, and push channels. Built advanced reporting and customer-level data, enabled seamless Single Sign-On experiences for multi-card and bank users. Additionally, I strengthened online security infrastructure with enhanced fraud alerts and digital safeguards.

• Big Wins
• Developed new Real-Time Alerts, sending over 120k notifications weekly.

• Skills
• Digital User Experiencce
• Agile
• Scrum