ANA LIMA
Spring
Summary
Accomplished Principal Engineer and Product Owner experienced in driving enterprise technology initiatives that enhance operational efficiency and customer satisfaction. Proven track record of defining product strategy and managing cross-functional teams to deliver impactful retail modernization solutions, ensuring seamless stakeholder collaboration.
Overview
2
2
Languages
17
17
years of professional experience
Work History
Principal Engineer – Systems Analysis / Product Owner
VERIZON
06.2021 - Current
- Serve as Product Owner and Business Systems Lead responsible for defining business capabilities, product strategy, and enterprise requirements supporting Verizon’s retail ecosystem.
- Own product vision, roadmap, backlog prioritization, and release planning for enterprise initiatives.
- Retail Modernization: Product Owner supporting Verizon’s next-generation retail servicing platform.
- Defined and prioritized business capabilities supporting exchanges, returns, refunds, pricing, inventory validation, and payment workflows.
- Partner with Engineering, Architecture, UX, Security, Operations, Finance, Marketing, Fraud, Digital, and executive leadership to deliver enterprise technology initiatives that improve operational efficiency and customer experience.
- Drove stakeholder alignment across multiple organizations to ensure cohesive project execution.
- Developed business requirements, user stories, acceptance criteria, process flows, and functional specifications to support product development.
- Translate business objectives into scalable technology solutions.
- Coordinate end-to-end solution delivery from discovery through production.
- Support executive decision-making through strategic planning and business analysis.
- Lead production readiness, UAT planning, and release management activities.
- Partnered with Engineering, Architecture, UX, Catalog, OMP, and POS teams to support One Store implementation.
- Modernized retail servicing by reducing reliance on multiple legacy and outsourced servicing applications, streamlining operations.
- Contributed to Verizon’s strategy to consolidate servicing and payment activities into a single Omni experience.
- Improved workflow efficiency by reducing application switching and streamlining agent interactions.
- Oversaw entity management for ACT-166 project.: Product Owner for Verizon’s enterprise Roles & Permissions platform.
- Led requirements for centralized role and permission management.
- Partnered with UX and Engineering to modernize administrative workflows.
- Improved governance through standardized role provisioning and access controls.
- Reduced manual administration by supporting centralized authorization capabilities.
- Collaborated across multiple enterprise organizations to deliver scalable access management solutions.
- Authentication & Green Zone Modernization: Supported enterprise authentication modernization initiatives.
- Partnered on Green Zone implementation and Yellow Zone retirement.
- Contributed to Verizon’s Zero Trust security strategy.
- Improved authentication workflows supporting frontline employees.
- Enhanced secure access while maintaining operational efficiency.
Senior Member Technical Staff – IT Project Management
VERIZON
07.2019 - 05.2021
- Managed enterprise technology initiatives enhancing operations for Verizon Retail, Digital, and Operations organizations.
- Led implementation of the Preferred Name & Pronouns initiative supporting legal compliance and an improved customer experience.
- Directed NOVA implementation across OMNI Retail, Indirect, and Inside Sales organizations.
- Managed Workforce One migration supporting retail operations.
- Coordinated hardware deployments across retail locations, streamlining installation processes.
- Led cross-functional implementation teams throughout planning, execution, testing, and deployment.
- Enhanced project delivery by implementing effective stakeholder management and Agile planning.
Manager – National Distribution
VERIZON
09.2018 - 07.2019
- Managed national distribution initiatives to enhance support for retail operations.
- Optimized processes to streamline operational efficiency across distribution.
- Partnered with cross-functional teams to support enterprise initiatives.
- Coordinated cross-departmental strategies to drive operational improvements.
Senior Member Technical Staff II – Project Management
VERIZON
06.2016 - 09.2018
- Led enterprise retail technology modernization initiatives supporting Verizon’s Point-of-Sale environment.
- Led development of Quick Tickets reporting solution, facilitating operational improvements linked to approximately $31 million in annual business value.
- Managed Point-of-Sale modernization initiatives across Retail Operations.
- Led business implementation activities for Verizon’s EMV (Chip Card) rollout.
- Managed Scan-to-Email initiative, enhancing operational efficiency and enabling approximately $1 million in annual business savings.
- Developed business requirements, Agile user stories, acceptance criteria, and implementation plans for successful project delivery.
- Coordinated vendors, technology partners, and business stakeholders throughout project delivery.
National Sales Operations – Retail Analyst / Consultant
VERIZON
04.2013 - 06.2016
- Managed retail technology implementations and payment system improvements to enhance transaction efficiency.
- Led Point-of-Sale enhancement initiatives to optimize customer transactions for Verizon Retail.
- Streamlined operational processes to better support frontline employees and enhance customer experience.
- Collaborated with Engineering, Mobility, Network, Planning, and Operations organizations.
Retail Assistant Manager
VERIZON
10.2011 - 04.2013
- Delivered exceptional customer experiences, consistently exceeding sales targets.
- Coached and developed sales professionals, enhancing team skills and meeting performance goals.
- Managed staffing, inventory, and compliance to ensure operational excellence.
- Led daily retail operations for a high-volume Verizon retail location.
Retail Sales Representative
VERIZON
10.2009 - 10.2011
- Exceeded sales goals consistently through exceptional customer service.
- Established strong customer relationships via consultative selling.
- Supported retail operations and managed inventory effectively.
Customer Service Representative
VERIZON
02.2009 - 10.2009
- Addressed billing, activation, and account issues, enhancing customer experience through effective problem-solving.
- Provided customer support for wireless products and services, ensuring prompt resolution of inquiries.
- Marketed Verizon products while achieving high customer satisfaction ratings.
Education
Bachelor of Science - Business Management
DeVry University
Paramus, NJ01-2013
Skills
- Product ownership
- Backlog management
- User story development
- User story mapping
- Release planning and UAT
- Agile leadership and scrum
- Digital transformation
- Systems analysis
- Strategic planning
- Cross-functional leadership
- Executive stakeholder management
- Process optimization
- Jira, Confluence, and Azure DevOps proficiency
Selected Enterprise Initiatives
- Retail Modernization
- Entity Management
- Omni Retail Modernization
- Green Zone Authentication
- Zero Trust Migration
- Cross Entity Manager
- MyTech Authentication
- Preferred Name & Pronouns
- NOVA
- Workforce One
- Point-of-Sale Modernization
- EMV Chip Card Implementation
- Scan-to-Email
- Quick Tickets
Professional Highlights
- 17 years of progressive leadership and technology experience at Verizon.
- Advanced from Customer Service Representative to Principal Engineer through consistent high performance and increasing responsibility.
- Led enterprise initiatives supporting Verizon’s nationwide retail operations.
- Successfully delivered strategic technology modernization programs across Product, Engineering, Operations, and Retail organizations.
- Trusted advisor to business and technology leaders, recognized for navigating complex cross-functional initiatives and building consensus across highly matrixed teams.
- Contributed to enterprise programs that improved operational efficiency, strengthened security, modernized retail technology, and enhanced the employee and customer experience.
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Principal Engineer – Systems Analysis / Product Owner
VERIZON
06.2021 - Current
Senior Member Technical Staff – IT Project Management
VERIZON
07.2019 - 05.2021
Manager – National Distribution
VERIZON
09.2018 - 07.2019
Senior Member Technical Staff II – Project Management
VERIZON
06.2016 - 09.2018
National Sales Operations – Retail Analyst / Consultant
VERIZON
04.2013 - 06.2016
Retail Assistant Manager
VERIZON
10.2011 - 04.2013
Retail Sales Representative
VERIZON
10.2009 - 10.2011
Customer Service Representative
VERIZON
02.2009 - 10.2009
Bachelor of Science - Business Management
DeVry University