Emmanuel Rogers, SSBBP, SAFe ACP, CSM

Experience

• 

  Blue Cross Blue Shield Association

  Jan 2012 - Dec 2013

  Benefits Advisor

  • Received inbound calls from Federal Blue Cross members and providers.• Assisted with projects and business needs.• Resolved member service inquiries related to medical benefits, dental benefits, vision benefits, eligibility, and claims.• Took ownership of all incoming customer issues, and always provided comprehensive and timely follow- up with the member, until issue resolution.• Partnered with others to resolve escalated issues, for FEP members and providers

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  Spectrum Enterprise

  Mar 2013 - Jul 2017

  Evaluated, designed, executed, measured, monitored and controlled business processes, while ensuring outcomes were in harmony with Charter’s organizational and strategic goals.• Collaborated across all departments to help improve the management of business processes, focusing on the entire process from beginning to end, introducing innovation into the process that impact results, enhance profitability.• Maintained a customer centric view of all processes and customer segments to understand dependencies, cross functional impacts and updates utilizing Salesforce and other internal reporting systems to verify workflows and compliance.• Established training curriculum, policy documents and job-aids to ensure that end users understand policy and process revisions.• Ran weekly, monthly and quarterly reports/meetings to show business interval comparisons pertaining to Enterprise to ensure the company meetsservice level agreement and revenue goals.• Supported stakeholders in the creation of business processes by monitoring and managing various projects by tracking activity, resolving problems,publishing progress reports, collecting feedback, creating action plans, and scheduling weekly conference calls and meetings.• Developed, ran and managed the “Spectrum Enterprise Sales Panorama Information website” project that launched in June 2017.• Ensured seamless continuous improvement updates with processes for regular review, revision of department processes, operationalcommunications and planned project initiatives. Show less Determined operational objectives by creating business requirements and processes; working with stakeholders and evaluating requests to propose recommended solutions.• Identified modification and improvements needed to eradicate inefficiencies and performance issues with applications and network systems.• Streamlined outdated processes using six sigma and project management methodologies.• Analyzed core business needs and decomposed and documented concepts of operation, briefings, and user feedback to document business rules,construct use cases and workflow diagrams as needed.• Utilized Salesforce, Microsoft Office Suite, and GUI based systems to provide weekly reporting and to gathering details to evaluate existing orinterfacing systems to provide recommendations on whether interfaces should be continued or functionally subsumed.• Created an effective curriculum for class and webinar-based training using the ADDIE model. This training increased user compliance by 65% inless than 6 months.• Developed schedules and methods to complete projects to ensure timely and efficient execution. Show less

  • Process & Policy Manager

    Oct 2015 - Jul 2017

  • Senior Business System Analyst

    Mar 2013 - Oct 2015
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  Convergence Acceleration Solutions/CAS Group a Wipro Company

  Jul 2017 - Jul 2021

  Provide Tier 1 Support for Sales Support teams and Account Executives in regions utilizing the Orion stack during and after the Expansion period in each market.• Manage both technical and relationship escalations from System Expansion Support and local regions to ensure timely resolve, documented fixes and lessons learned.• Help drive early adoption via training, on call support and setting KPIs and success metrics for support timelines.• Advocate customer business use-cases to product development, providing detailed user stories and examples for enhancement.• Work with the business to identify small process issues, articulating problem, applying right analytical solutions, develop recommendations, andimplement within daily processes• Partner closely with Mid-Market Sales, Finance, Operations and PMO to provide support and update documentation regarding reporting trendsfor product and business review.• Work closely with Training and Business Analytics to update Orion E-Books using real time user feedback to process changes, update trainingdocumentation and size updates based on the LOE with our Product and/or Production teams.• Design and continually improve processes for delivery, including materials that enhance efficiency and customer experience during the Orionexpansion Show less Managed the Product roadmap to provide a manageable product backlog based on business goals, customer needs and program initiatives• Maintained the prioritization of the Polaris (P2) Product backlog of user stories, features and defects for Product and user priorities• Developed UI prototypes and requirements for upcoming system changes and enhancements• Understood the features and changes in product requirements to support the various Agile ceremonies• Proactively predicting and identifying deviations from the project plan and keep all participants and stakeholders informed with alternatives for implementation and impacts to schedule or budget.• Worked directly with Development, Quality, Support and the Program to create & monitor release deliverables.• Hosted Focus groups to gather information and feedback from users to target upcoming enhancements and hot fixes.• Managed the Divisional Intake process to gather change requests and enhancements and discuss approvals with SME’s and Stakeholders.• Analyzed product metrics and trends to assess product health and improvement opportunities.• Documented User stories and Features to review with Development for each sprint based on the release/ Product deliverables.• I utilized my deep understanding of customers to identify and fill product gaps while generating new ideas that improved user experience.• Manage the organizations JIRA Intake while coordinating with the Governance process for stakeholder approval and signoff. Show less Functioned as the liaison between the business unit and other supporting functional organizations (IT, OSS, PMO, IMO, Product, Billing, and third- party suppliers) to properly interpret and deliver to the functional specifications.• Led a team of two analysts responsible for the creation and translation of high-level business requirements into functional specifications and technical specifications for configurations and deployments, managing change requests, data integrity, and project governance for Engineering and Product utilizing internal systems and network configuration planning.• Lead the creation and follow up details for the cross-functional program plan, including budget, resource and capex planning, to fulfill the product concept.• Provided work definition and direction to the assigned cross-functional Core Team Members• Utilized Salesforce to manage enhancement requests that would impact internal users and make change requests for teams that would be impacted by projects and implementations.• Worked to understand the network and interconnected systems to ensure requirements would account for all possible integrations and potential risks that could impact a project or implementation.• Elicited requirements and identified stakeholders using interviews, document analysis, requirements workshops, business process descriptions, use cases, scenarios, business analysis, competitive product analysis, task and workflow analysis, and/or viewpoints from the impacted teams.• Created and updated existing BSD requirement gathering templates that provided concise understanding for Engineering on how to review, provide feedback and execute user stories and test cases and provide clear fulfillment timeframes.• Utilized JIRA and CA Agile to create a database repository for user stories and test cases to be transferred into UAT environments and overallproject lifecycles. Show less

  • Implementation Support Manager

    Jun 2020 - Jul 2021

  • Senior Product Manager

    Apr 2019 - Jun 2020

  • Senior System Analyst

    Jul 2017 - Apr 2019
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  Wipro

  Jul 2021 - Nov 2023

  Technical Program Manager

  Drove cross-functional teams and assign project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new initiatives. Managed program and project teams for optimal return on investment, coordinating and delegating cross-project initiatives. Oversaw all aspects of the problem management effort, ensuring the right teams, tools, and information are integrated effectively. Enhance product experience by collaborating with engineering to implement customer-requested fixes in a cost-effective manner. Document and communicate Known Issues along with root cause analysis details, workaround information, and upcoming production fixes for internal system teams and user-based communication. Present clear, data-driven recommendations to support decision-making among various business, technology, and finance leaders. Collaborate with cross-functional support teams to drive enhancements, address defects, and fill system gaps that necessitate change requests and/or hotfixes for production and the E2E teams. Support divisional Sales Support teams with weekly user system trends requiring Tier 2 assistance and/or affecting frontline production teams. (Achieved a 60% reduction in overall high SRs reported after 3 months.) Implemented emergency response groups/bridges and release efforts to address customer escalations or urgent solution requirements impacting systems or users. (Resulted in a 45% decrease in overall escalations.) Collaborate with architects and stakeholders to review, develop, and approve intakes based on the product delivery roadmap, release timelines, resources, and priorities. Show less

• 

  Charter Communications

  Nov 2023 - Aug 2024

  Manager, Video Operations

  ▪ Led Process Optimization: Spearheaded a team of three to identify and enhance key video processes, achieving a 40% increase in efficiency and reducing process waste by 15% through the adoption of Lean methodologies.▪ Process Standardization Initiatives: Developed and implemented standard operating procedures for all major processes, reducing variability and increasing repeatability, which improved product quality across seven internal verticals and external border partners.▪ Cross-functional Leadership: Coordinated with IT, program management, and operations departments to integrate new software systems that improved real-time data collection and process monitoring.▪ Project Management: Managed a portfolio of process redesign projects valued at over $2 million, delivering them on time and within budget while achieving targeted improvements in process performance and cost savings.▪ Performance Metrics: Implemented a new KPI framework that tracked process performance, leading to an enhanced capacity to pinpoint inefficiencies and promptly address them, thereby improving overall operational throughput by 12%.▪ Technology Integration: Led the deployment of a new enterprise resource planning (ERP) system across the organization, which streamlined operations and improved process traceability and compliance.▪ Risk Management: Conducted detailed risk assessments for critical processes, developing robust mitigation strategies that decreased downtime by 25% and safeguarded against potential compliance issues.▪ Change Management: Directed a successful change management initiative to transition from legacy systems to advanced manufacturing technologies, ensuring smooth adaptation and minimal disruption in operations.▪ Analytics and Reporting: Utilized analytics tools to measure video performance and viewer engagement metrics, providing actionable insights that led to adjustments in content strategy and a 40% increase in viewer retention. Show less

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  Spectrum Business

  Aug 2024 - now

  Manager, Sales Planning & Territory Management

  Directed cross-functional alignment of territory management processes to enhance market coverage, optimize resource allocation, and drive operational efficiency.Developed strategic programs and process improvements that streamlined workflows, reduced inefficiencies, and maximized organizational effectiveness across multiple regions.Led large-scale planning initiatives, utilizing data-driven insights to improve decision-making, workforce deployment, and service delivery.Implemented automation and analytics tools to enhance forecasting, performance tracking, and resource distribution, ensuring optimal efficiency in business operations.Mentored and coached teams through servant leadership, fostering a culture of collaboration, accountability, and high performance in fast-paced environments.Drove operational transformations, aligning business objectives with scalable, sustainable strategies that improved service levels and organizational agility. Show less