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Big Data • Fintech • Information Technology • Insurance • Software
Lead and mentor a team of Customer Care Advisors to resolve complex customer and agent issues, manage escalations, conduct QA, analyze performance, implement process improvements, run projects, and represent the team in cross-functional meetings to drive overall CX performance and efficiency.
Big Data • Fintech • Information Technology • Insurance • Software
Investigate payment issues end-to-end, perform root-cause analysis, quantify revenue impact, produce written recommendations, partner with analytics, revenue, support, and carrier teams, and translate findings into prioritized product opportunities.
Big Data • Fintech • Information Technology • Insurance • Software
Own and improve the Product Development Lifecycle and product roadmap by architecting Jira/Confluence and AI-integrated tooling, building governance, dashboards, and metrics, enabling PM workflows, onboarding, release operations, and cross-functional stakeholder communications to increase velocity and product quality.
