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Customer Service Manager

New York City, New York, United States
January 21, 2019

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Citibank (**/**-Current). Senior Vice President, Fintech Products and Services.

* Set the strategic direction of Servicing and Invest product lines, including Smart Assist,

research, and increased personalization, as well as trading for equities, fixed income

and ETFs

* Facilitate user acceptance and friendly user testing throughout the firm on an as-needed


* Manage junior product owners and analysts.

* Manage Salesforce and relationship management tools for Citigold relationship

managers and financial advisors; including client segmentation and metadata analysis

* Work with Data Science and Analytics teams on KPI reporting and analytics tracking,

and dashboard creation.

Citibank (02/16-08/16). Product Owner-Consultant, Citi Fintech.

* Worked closely with different stakeholders to understand their needs and priorities in

defining product features.

* Wrote product requirements, user stories and managed a product roadmap for

relationship management and click to call features.

* Collaborated closely with engineering teams to ensure requirements are prioritized,

implemented and validated.

* Analyzed, iterated and tracked the continued success of features in production.

* Assessed cross-project impacts and took steps to resolve issues, particularly those

standing in the way of progress.

JPMorgan Chase (6/15-2/16). Consultant, Global Technology Infrastructure Division.

* Facilitated the requirements management, documentation, and project management of

MyCompute, a global procurement platform for hardware and software services across

the company’s data center environment.

* Acted as project manager/SCRUM master of a project team focused on re-engineering

the asset registration process in Chase’s data centers and branch locations to meet Fed

compliance requirements.

* Provided business analysis support for and user training of hardware and software

service teams on the MyCompute platform’s orchestration and ordering capabilities.

* Assisted with roadmap prioritization and management through user story grooming and

sprint planning in an Agile environment, as well as acceptance testing.

McGraw-Hill Education (4/12 – 5/15). Digital Product Manager, Humanities, Social Sciences

and Languages – Higher Education Division.

* Planned the phasing and prioritization of feature requirements in an Agile environment

across a number of multi-media/video-based applications and platforms.

* Managed RFI and RFP process as needed, working with vendors on SOWs and SLA


* Conducted contextual inquiries and focus groups with customers and prospective

customers at symposia and on-site in collaboration with brand and marketing


* Managed the build-out of new platform features as well as internal content authoring

tools, which include sophisticated tagging and object-based mapping.

* Documented user stories and high-level PRD/BRD requirements through usefulness

testing and other market research methods (i.e., surveys).

* Facilitated user acceptance testing both in-person and remotely on all web-based

products, including mobile (starting with the tablet and planning for phone) and gaming


* Conducted A/B testing and run analytics out of Pentaho, WebTrends and Google

Analytics on an as-needed basis.


The McGraw-Hill Companies (8/08 – 4/12). Senior Business Analyst, Digital Products

Group - User Experience Team – Higher Education Division.

* Managed other business analysts and guided the Digital Products Group through new

approaches to requirements and documentation.

* Assisted product management with the creation of business requirements documents

(BRDs), design and analyze e-commerce and course management applications.

* Worked with information architects and designers on documenting functional logic and

created use cases/activity diagrams to supplement wireframes and visual design


* Trained Digital Learning Consultants and CXG (Customer Service Group) on new

Features as needed as well as field questions in sales support and demo situations.

* Visited universities to conduct contextual inquiries, address customer issues/pain-points

and diagnosed workarounds if necessary.

* Helped design a custom e-Bookstore tied to a knowledge management system being

expanded to include all MH national products.

Lehman Brothers, Inc. (4/07 - 8/08). Assistant Vice President, Global Systems & Projects

Group - Finance Division.

* Acted as Senior Business Analyst, Information Architect and QA for a multi-billion dollar balance sheet risk mitigation platform that may have saved the firm in 2008.

* Managed risk and RFP process to make an informed buy vs. build decision (built in-house).

* Created business requirements documentation (BRDs), data requirements, workflow analysis, wireframes, test plans and user guides for various global market, financial and control applications, including a PeopleSoft-based global legal entity operating platform that tracked positions of any legal entity (residential and commercial mortgage-backed securitizations, private equity, complex derivatives, and any high-risk special purpose vehicle).

* Connected legal entity management system to LDAP-based workflows through UCF groups to facilitate compliance with FASB regulations, Fin 46R and other pre-Dodd Frank concerns.

* Wrote SQL queries for system once live for regulatory reporting – including Treasury, Product Control, Legal Entity Control and Corporate Tax., Inc. (2/06 – 4/07). Business Systems Analyst, Quality Assurance


* Helped design the Monthly Pass program online as well as the Men’s site and message board capabilities, which included extensive content management and multimedia requirements.

* Helped write business and functional requirements specifications documentation, including marketing requirements specifications and scope matrices, with various stakeholders in a CMMI-based environment.

* Created UML (activity diagrams) and entity relational diagrams based on design (IA) wire-frames and product requirement specifications.

* Ran analytics out of Omniture on an ad-hoc basis.

The New York Stock Exchange (2/01 – 2/06). Business Analyst, Product Development and

Management Group.

* Designed both internal and customer-facing applications and networks, including the SFTI network (post-9/11).

* Wrote BRDs, user documentation, use case diagrams, and workflow mapping with UML according to Object Management Group specifications, applying Rational Unified Process to this analysis.

* Conducted end-user training and internal sales and sales engineering training for ASP-based services, which included trading surveillance, market data (both equities and fixed

income feeds from mortgage data originators), compliance and other equities processing



Computer Skills: Microsoft Office, Quark, Adobe, PowerPoint, Project, Visio/OmniGraffle, SnagIt, Sharepoint, Quicken, Lotus Notes, PhStat, Internet, Lexis/Nexis, PeopleSoft HR and Financials modules, SalesLogix CRM,, Charles River, Basecamp, Mac-based applications, Confluence, JIRA, SQL, Python.

Languages: UML, Spanish and Hebrew. Published in South Africa.


Graduate work in Marketing/Market Research (2000-2002): Baruch College-City University of New York Zicklin School of Business.

B.A.: Columbia University, School of General Studies Jewish Theological Seminary

Major: Urban Studies, Economics Concentration Major: Philosophy

Graduated in December, 1997 Cum Laude Graduated in 1996 with

Distinction and Honors

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