At Mr. Cooper, I managed delivery for customer-facing digital servicing platforms supporting mortgage customers across account management, escrow, payments, and self-service workflows. I delivered features including escrow cancellation and eligibility flows, as well as inter-account funds transfer.
I translated complex regulatory rules into customer-facing experiences and used customer behavior data, call drivers, and operational insights to identify opportunities for digital self-service. I drove product work from discovery and roadmap prioritization through launch readiness and post-launch iteration.
Earlier, at TEKsystems, I led delivery of an event-driven Salesforce integration platform for a major North American trade show and event management organization. At Accenture, I delivered telecom and connected-home platforms, including managed Wi-Fi and service orchestration initiatives.
