At Verizon, I own product requirements and delivery initiatives across retail and customer-facing telecom workflows. My work includes analyzing customer journeys and using customer feedback and behavioral data to prioritize improvements.
I drove customer-centric product and process changes that contributed to a 30% reduction in repeat customer contacts, and analyzed POS workflows to help reduce transaction handling time by 10%.
For Verizon’s AI product experiences, I owned the roadmap and redesign of Personal Shopper, an AI recommendation tool, and led implementation of AI Resolver, a billing dispute resolution product. I also drove enhancements to Problem Solver, which provides bill summaries, forecasts, and optimization recommendations.
At Accenture, I owned product backlogs and roadmaps across Agile teams in telecom, translating requirements into user stories and acceptance criteria. Earlier, as a Scrum Master – Intern at Cognizant Technology Solutions, I supported Product Owners and facilitated Agile ceremonies.
