• Product owner for Staff Portal, a Salesforce inspired internal SIS used by counselors, admissions, and operations teams to manage 7,000+ students across enrollment, devices, academic workflows and more.

• Led end to end delivery of an AI powered chatbot, defining content architecture, structured knowledge bases, and response logic to enable self-service and reduce reliance on live support.

• Designed and shipped 6+ platform workflows including Intake Assessments, Journey Maps, CPL, and Enrollment Actions used by 8000 students and staff, improving operational efficiency.

• Launched device management platform features (ordering, replacements, lost/broken reporting, Tangoe integration), reducing device turnaround time by 25% and eliminating duplicate requests.

• Partnered with counselors and leadership to define risk signals, KPIs, and intervention triggers, enabling earlier identification and support of at-risk students.

• Authored 100+ user stories and acceptance criteria for complex time-based approval workflows across enrollment, device management, and academic policies.

• Worked across multiple SaaS platforms including Salesforce, LMS systems, and internal operational tools to ensure consistent data flow and reliable system integrations supporting student services.

• Reduced support tickets by 30% by launching self-service tools and improving student portal UX.

• Created UX mockups and low fidelity wireframes to translate business requirements into visual workflows, accelerating stakeholder alignment and reducing engineering ambiguity prior to development.

• Facilitated sprint planning, backlog grooming, and cross-team coordination to support agile delivery and keep engineering work aligned with product priorities.

• Served as product owner for nonprofit CRM workflows supporting donor, grant, and volunteer operations.

• Customized Salesforce NPSP, built automated workflows, and delivered executive dashboards to improve operational visibility and decision making.

• Led stakeholder training and change management to drive adoption across non-technical teams and streamline data integrity.

• Managed project timelines and sprints using Jira and Asana in collaboration with product managers and/or scrum masters, yielding a 20% improvement in project completion rates.

• Orchestrated agile ceremonies, encompassing sprint planning, daily scrum, and retrospective meetings, ensuring streamlined project execution and continual improvement.

• Collaborated with stakeholders to translate product requirements into actionable user stories and acceptance criteria, resulting in a 30% boost in project delivery.

• Mitigated blockers by 25%, enhancing the team's ability to deliver high-quality features and designs.

• Designed and optimized 10+ user flows for telecom web and mobile interfaces, boosting team efficiency by completing tasks from the sprint/product backlog.

• Engineered visually captivating and intuitive website design templates utilizing design software and fundamental HTML/CSS skills, driving a substantial 90% surge in website traffic.

• Analyzed user behavior using Crazy Egg's hot spot analysis and scroll map reports.

• Executed a comprehensive virtual exhibit, resulting in a 50% surge in digital interaction.

• Spearheaded cross-functional collaboration to align on wireframe objectives, A/B testing, and requirements.

• Partnership with Digital Business Solutions (product management team) to develop creation of 20+ comprehensive content maps, interaction diagrams, and task and wire flows.