At American Express, I support digital product initiatives for the mobile app and website, including improvements to Cardmember document uploads. I work with UX/UI, Product Design, Engineering, Technology and DevOps teams to turn customer and business needs into product requirements and delivery plans.
I use Jira and Confluence to manage backlogs and product delivery, and SQL and KPI analysis to assess performance and identify opportunities. In Outbound Disputes, I led a team of 25 Analysts and drove initiatives that reduced the Merchant Comeback Rate from 60% to 42%.
