Experience

• 

  American express financial advisors

  Apr 2000 - Aug 2001

  Senior service associate

  Customer service for financial accounts.

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  Bisys insurance services

  Oct 2001 - Nov 2003

  Senior account executive

  Managed the process of life insurance policies from underwriting to policy completion.

• 

  Harrisdirect llc

  Nov 2003 - May 2006

  Relationship manager

  Answered customer inquiries over the phone and via email. Cross-sold management products to qualified investors.

• 

  E*trade financial

  May 2006 - Jun 2014

  Promoted to own a suite of products for the Digital Channel overseeing the lifecycle of all products. The suite consisted of in house CRM system, analytical tools, Salesforce.com, Automated Dialer, Workforce Management, IVR, and customer loyalty program. Managed development items through requirement gathering, development, testing and production Promoted to manage the daily operations of call center workforce of 800-1,000 FTE. Analyzing SLA’s on a daily/weekly basis with the Senior Management teams across multiple business units. Maximized resources to ensure service levels are met while workforce is utilized effectively. . Promoted to supervise 20 call center financial service representatives. Coached and mentored associates. Reviewed job performances and execution on delegated projects. Provided guidance to difficult customer inquiries.

  • Product Manager

    May 2010 - Jun 2014

  • Workforce Management - Business Analyst

    Jan 2007 - Aug 2010

  • Team Leader/Supervisor

    May 2006 - Jan 2007
• 

  Lexisnexis

  Jun 2014 - Oct 2015

  Senior product manager

  Recruited to turn around a derailed auto insurance compliance reporting product. Presented to customers and executives the product vision and all its functions. Lead a matrix team of eight consisting of a junior product manager, technology, customer support and implementation.

• 

  E*trade

  Oct 2015 - Aug 2016

  Senior product manager

  Rehired to manage mission critical and high stake initiatives. Managed five projects while working under aggressive time lines and moved products to production. Lead a team of five product managers.

• 

  Agero

  Jul 2017 - Sept 2024

  Senior product manager

  Created an Omni-channel customer experience with an interactive voice mobile web application for roadside customers. Created IVR applications to automate specific questions in a customer process for roadside customers. Solving customer’s needs and problems while saving the saving the company money in contact center staffing. Took the product from creation to implementation and beyond.