Drive customer experience (CX) strategy, growth, and operational execution for SMBs.

Lead cross-functional initiatives that simplify billing processes, optimize customer support delivery, and boost operating margins.

Design and implement customer journey maps, perform comprehensive end-to-end gap analyses, and align capital investments with strategic growth objectives.

Consistently champion scalable, customer-centric solutions that deliver measurable business value and enhance overall customer satisfaction.

Ready2Go Product Manager

• Technical point of contact with AT&T for LG Mobile Electronics to ensure carrier acceptance of new and existing wireless devices and prioritizing critical issues that need to be addressed before device launch.

• Responsible for ensuring device readiness and competence of samples for certification submittal from Lab Entry (LE) to Carrier Technical Acceptance (TA).

• Collaborate and fostering long-term relationships with carrier technical management staff.

• Working cross-functionally, coordinating and managing communications with LG team members and internal stakeholders across the organization effectively.

• Weekly discussions and meetings with the carrier about detailed critical issues regarding device carrier certification.

• Providing resolutions to carrier technical issues with minimal guidance.

• Negotiate device compliance with AT&T and 3rd party vendors for technical issues

• Responsible for Delivering Plan of resolution for open and waived issues to carrier for MRs and EMRs

• Responsible for preparing carrier deliverables for each milestone.

• Reproducing issues and capturing logs to deliver to R&D for investigation and resolution.

• Responsible for flashing samples to be delivered to the carrier.

• Attending technology workshops and online training to enhance technical skills and knowledge.

• Acceptance testing of the modem build to make sure it is up to the required standards before sending it over to the cross functional teams

• Executed tests in both manual and automated environments. And required utilizing explorative testing methodologies to uncover the abnormal issues that are not defined as scenarios.

• Analyzing issues from logs, analyzing data throughput issues, signaling channel issues.

• Testing End to End scenarios on core phone functionalities such as phone, SMS and data applications.

• Leading team manager on Kansas site to ensure devices were submitted on time for Sprint DVT submission

• Providing engineering liaison services between Third party Certification company: SGS, Sprint and Motorola to ensure smooth product DVT entry delivery into Sprint.

• Lead conference calls regarding feature related issues and bugs with respective developers, product teams.

• Lead automation development effort at the Kansas location for various Sprint VAT test plans.

• Developing test plans, test procedures, user scenarios and test cases based on CDMA standards and communication protocol

• Improving the efficiency of the Systems Test department by conducting EDA tests that will result in fewer escaped bugs in future product cycle plans.

• Carriers: Sprint*, Verizon*, Boost Mobile, Cricket, Virgin Mobile, Qwest

• Design, evaluate and execute manual stress tests in a customer-simulated environment for simulation of environment includes system integration and Alpha testing.

• Test cases designed to test the relationship between hardware and software. Source of test cases are requirements, which are reviewed. Additional ad hoc test cases created to ensure additional defects are uncovered.

• Creation of automated test scripts and tools to make debugging and testing more efficient

• Tracking and troubleshooting found issues with development to create a system that is able to withstand moderate volumes of call capacity

• Designed, developed, and tested client-server applications for hand-held terminals to communicate with remote database over TCP/IP

• Work with clients on troubleshooting and fixing problems. Heavily involved in problem resolution.

• Used PVCS for source code control.

• Lead development team in designing, implementing and testing features on Symbol terminals

• Team leader for development, and testing for a product

.• Tested switch functionality as part of the System Integration Test (SIT) group on the TITAN 5500 digital cross connect system to include optical (OC-N), SONET, T3/T1, E1/E3

• Wrote test plans, test procedures, test estimation plans, & defined lab needs on these features.

• Executed manual & automated tests in the system lab to perform integration, regression, and functional tests using simulators.

• Reviewed requirements, high level design, & test plan documents. Reviewed and verified customer documents.