At GM Financial, I analyze customer feedback and call data to identify recurring issues and support product improvements. I translate customer insights and operational findings into backlog items, user stories, and acceptance criteria.
In my current Associate Business Analyst (Product Operations) role, I partner with Product, QA, and Engineering to refine requirements and clarify scope. I also support sprint planning, backlog refinement, reviews, and retrospectives.
Previously, as a Business Analyst in Customer Experience Operations, I analyzed more than 900 customer interactions monthly and tracked ASAT, FCR, AHT, and adherence. My analysis informed recommendations for process improvements and leadership decisions.
I started at GM Financial as a Customer Operations Analyst, maintaining and analyzing customer interaction data for performance reporting and operational tracking. I hold a B.S. in Business Administration, majoring in Management, and have a CSPO certification and a Six Sigma White Belt.
