Knowledgeable product manager with 10 years of experience in product development, team management, and scrum. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional customer experience skills. Devoted to giving every customer a positive and memorable experience.
Hi, I’m
ALYSSA ABRAMEIT
San Antonio,TX
Summary
Overview
11
years of professional experience
1
Certification
Work History
USAASan Antonio, TX
Digital Technical Product Manager Lead
08.2022 - Current
Job overview
- Designs and drives the creation of home grown customer relationship management platform, utilizing human centered design and design thinking methodologies to create an intuitive user interface
- Develops product strategy and roadmap, outlining goals and capabilities to create a successful product for all lines of business
- Identifies and manages integrations, working across departments to ensure call agents have necessary data and applications to assist members within in the platform
USAASan Antonio, TX
Development Product Owner Senior/Lead
08.2020 - 08.2022
Job overview
- Collaborated with stakeholders and IT determining service level objective targets to monitor call recording and analytics platform, providing data on the health of the services
- Wrote user stories and acceptance criteria by providing business insights to the IT team, allowing IT to fully understand the work, testing requirements, and the business needs that the work delivers on
- Established test documentation for products by implementing new procedures, ensuring successful testing and validation following internal and third party platform releases
USAASan Antonio, TX
Design Advisor Senior/User Researcher
08.2019 - 08.2020
Job overview
- Developed qualitative research plans by choosing appropriate research methodologies for each request, guaranteeing each petition ended successfully
- Gathered insights through using various qualitative research methods, in order to help influence the development of tools, processes, and experiences for USAA’s front-line employees
- Partnered with teams through conducting end user testing before changes were released to the Enterprise, ensuring products worked correctly
USAASan Antonio, TX
Development Product Owner
07.2017 - 08.2019
Job overview
- Led the execution team by managing the integration of the call recording system and acting as a liaison to the analytics vendor, enabling the retirement of end of life technology
- Displayed excellent communication skills by discussing product information with stakeholders, in order to understand requirements, create quality user stories, and better prioritize work
- Collected user feedback by providing recommendations on changes to the analytic platform’s user interface, resulting in a more intuitive UI and better user experience
Whataburger RestaurantsSan Antonio, TX
Strategic Planning Analyst
08.2016 - 07.2017
Job overview
- Coordinated with key stakeholders on project initiation through performing various analyses on products, guaranteeing strategic alignment
- Handled the strategic planning process through managing the content and logistics for the Strategic Offsite meetings, resulting in gatherings being more organized and successful
- Owned the creation and inputs to the Enterprise Architecture meetings by forming alignment with the Steering Committee, Segment Sponsor, and Portfolio Working Groups, ensuring proper management
Cogeco Peer 1San Antonio, TX
Product Owner
09.2013 - 08.2016
Job overview
- Delivered On Demand cloud platforms by handling requirements gatherings, documentation, and creating development work requests, to prioritize product functions and features
- Served as the primary point of contact across departments by partnering with Sales and Customer Experience divisions, in order to drive and optimize communication and productivity levels
- Managed backlog with stakeholder input by gathering feedback and creating requirements documents, resulting in being able to deliver the highest business value
Cogeco Peer 1San Antonio, TX
Customer Advocate
05.2012 - 09.2013
Job overview
- Drove a seamless delivery of hosting solutions for customers through on-boarding procedures and validating services as requested, resulting in a higher client satisfaction rate
- Addressed non-technical issues by engaging with customers and answering any questions, resulting in being able to provide the best-in-class experience and enhancing net promoter scores
- Conducted feedback sessions by gathering information about optimized customer satisfaction and engagement, in order to provide new insights across departments
Education
Trinity University
Bachelor of Arts from Communication
University Overview
Skills
- Agile methodology
- Team building
- Product planning
- Requirements gathering
- SAFe
- Product Development
- Leadership Skills
- Customer Relationship Management (CRM)
- Customer service
- Site Reliability Engineering
- Scrum expertise
Certification
Senior Product Manager Certification, Product School, 2022
Agile Coaching and Agile Team Facilitation, ICAgile Certified Professional, 2022
Lean Portfolio Management 5, Scaled Agile, 2022
Facilitation Growth Program, USAA, 2022
UX Master Certification, Nielsen Norman Group, 2021
Certified Usability Analyst, Human Factors International, 2019
Human Center Design for Experience Owners, USAA, 2019
SAFe Agilist 4, Scaled Agile, 2018
SAFe Product Owner/Product Manager 4, Scaled Agile, 2018
Timeline
Digital Technical Product Manager Lead
USAA
08.2022 - Current
Development Product Owner Senior/Lead
USAA
08.2020 - 08.2022
Design Advisor Senior/User Researcher
USAA
08.2019 - 08.2020
Development Product Owner
USAA
07.2017 - 08.2019
Strategic Planning Analyst
Whataburger Restaurants
08.2016 - 07.2017
Product Owner
Cogeco Peer 1
09.2013 - 08.2016
Customer Advocate
Cogeco Peer 1
05.2012 - 09.2013
Trinity University
Bachelor of Arts from Communication