Business Analyst

• Led an enterprise-wide initiative to analyze and optimize IT support channels across 5 markets, beginning with in-depth user journey mapping sessions to identify critical inefficiencies and pain points.
• Managed end-to-end API integration of key enterprise platforms including Azure, Snowflake, Epicor, Wherefour, and Power BI, ensuring seamless data connectivity and strict SOX/Legal compliance.
• Developed and implemented a detailed IT Support SOP with digital and physical signage, step-by-step guides, and escalation policies — resulting in an 80% reduction in tickets routed to the wrong team.
• Managed enterprise-level digital initiatives across multiple business units and markets, ensuring strategic alignment between business goals and technical delivery.
• Implemented an advanced knowledge-base solution in ZenDesk enabling employee self-service, cutting overall support tickets submitted in half.
• Led requirements gathering sessions with executive stakeholders to deliver customized Power BI dashboards and analytics aligned with executive decision-making requirements.

Business Systems Analyst

• Worked with Ford stakeholders and cross-functional teams to gather requirements, create user stories, acceptance criteria, and flow diagrams in Azure DevOps.
• Conducted A/B tests for Ford stakeholders, leading to a new registration process that increased lead form submissions by 15%.
• Implemented a streamlined issue tracking process that reduced response turnaround from 5 days to 24 hours.
• Served as both Product Owner and Scrum Lead, managing product backlogs and leading agile ceremonies with cross-functional teams in multiple countries.
• Oversaw integration of Google Analytics, AWS, Shopify, Mailchimp, Mandrill, FileMaker, and Tableau while ensuring compliance with Legal and Ford data policies.
• Collaborated with design teams to ensure WCAG accessibility compliance and alignment with Ford's accessibility guidelines.

Course Assistant

• Collaborated with instructors to standardize grading criteria and teaching methodologies for a 250-student Needs Assessment & Usability Evaluation course.
• Graded and provided feedback on UX assignments including Personas, Competitive Analysis, Field Studies, Surveys, Interviews, Heuristic Evaluations, Usability Testing, and Journey Maps.

Business Systems Analyst

• Streamlined Ford product page updates in Adobe Experience Cloud, accelerating deployment of personalized content from 15 days to within three days of new product announcements.
• Managed targeted email campaigns using Adobe Experience Manager, resulting in a 25% increase in click-through rates and a 10% uplift in revenue.
• Facilitated journey mapping sessions in Figma to enhance the dealer management system, reducing digital support requests by 30%.
• Gathered requirements and created prioritized user stories, acceptance criteria, and functional specs in Jira for client web platform enhancements.
• Partnered with Product Owners, SMEs, and cross-functional teams to implement personalized digital experiences using Adobe Analytics and Adobe Target.

Product Manager

• Spearheaded design, implementation, testing, and training of a mobile-friendly preordering app using user-centered research methods.
• Conducted Journey Mapping and Participatory Design sessions with administrators, farmers, and buyers to identify pain points and improve the pre-order process.
• Prototyped and developed a new mobile-friendly pre-order app in Figma and Glide, propelling preorder sales to over 200% year over year.
• Created SOP documentation for administrators, farmers, and buyers, cutting onboarding time for new users in half.

Business Systems Analyst

• Led discovery sessions with enterprise users to develop requirements specifications and acceptance criteria for new software features for Accounting CS agile sprints.
• Managed User Acceptance Testing and Quality Assurance Testing plans with stakeholders to ensure software met business requirements and was free of bugs.
• Wrote and executed SQL scripts to perform advanced data analysis, delivering data-driven insights that drove key business decisions and optimized internal processes.

Master of Science in Information

at the University of Michigan

Majored in User Experience Research and Design, partnering with clients to conduct human-centered design research, including journey maps, diary studies, wireframing, prototyping, surveys, A/B testing, participatory design, usability testing, thematic analysis, focus groups, and interviews.

In my Mobile Innovation Development class, I led the development of the Lil Library mobile app from initial concept to reality, creating a mobile application in Java using Android Studio.

Bachelor of Business Administration

at the University of Toledo

Majored in Marketing, Sales, & Ecommerce