Responsibilities:

• Handle both frontend and backend stories

• Complete assigned stories within allotted time in Sprint - commit code changes, add/update automated tests as needed, conduct regression testing in test environment, deploy changes to production

• Assist in planning/architecture design sessions

• Take part in Scrum ceremonies - lead Sprint Planning ceremony, help pointing stories, take part in sprint demos, etc.

• Serve as primary on-call on rotational basis - primary POC for alerts to research and identify incident root cause, research/fix any high priority bugs, add/adjust alerts as needed

• Assist teammates with questions, reviewing code changes, and pair-programming

• Squad SME for frontend web and mobile app

Responsibilities:

• Oversee both the Technical Product Support (Tier 2) and Data Integration teams

• Work closely with Engineering team to triage bug tickets

• Review, research, and resolve software bugs and data issues

• Salesforce and JIRA admin

Accomplishments:

• Reduced backlog of bug tickets by ~80%

• Reduced average time to resolution for bug tickets by ~55%

Primary Duties:

• Data Analysis – Reviewing customer data to identify trends and areas of opportunity

• Project Planning – Creating process maps, developing timelines, defining success metrics, etc.

• Project Implementation – Meeting with department heads and key stakeholders to understand obstacles/concerns and gain buy-in to ensure successful implementation

• Program Management – Overseeing progress of cross-functional project teams and ensuring timely completion of objectives

Experience:

• Planned and implemented a process update project that reduced average handle time by ~1:30 per Support call, improved customer satisfaction and HIPAA compliance, and generated cost savings of over $80k

• Lead project to develop self-help resources that reduced customer contacts for rejections from ~23% of total volume in September 2014 to ~11% in September 2015

• Oversaw development and implementation of various projects and training while leading the Tier 1 Peer Support team