Jennifer Nanfuri

• Providing hands-on care within the patient’s home
• Coordinating the services of physicians or healthcare providers
• Developing a plan of care for patients based on their needs and feedback from families
• Helping support and adhering to the treatment plan
• Monitoring the patients needs, including wellness, medical, and special treatment
• Recommending any community services required

• Directed a project for a team across seven states and six vendor resources
• Cultivated SaaS-based solutions for diverse clients, including external vendors and internal development needs
• Provided Quality Assurance, product marketing, training, and documentation
• Designed and rolled out a sophisticated project tracking system that enhanced system efficiency
• Leveraged tools like MS Project, Excel, and Jira to manage intricate programs and track interdependencies to ensure timely and effective delivery.
• Managed end-to-end agile project life cycles for complex software products
• Utilized Jira for backlog management, sprint planning, and tracking, ensuring real-time transparency
• Ensured scrum was understood and practiced across all levels of the organization and lead regular audits and evaluations to verify adherence to Scrum theory, practice, and guidelines.
• Expertly steered four cross-functional Scrum teams, overseeing product backlog management, sprint planning and daily stand-ups
• Managed scrums, sprint reviews and retrospectives to ensure optimal team velocity and product quality
• Proactively identified and resolved impediments through cross-team collaboration

• Advised executive leadership and cross-functional managers on product integration strategies, liaising effectively through meetings and interdisciplinary communication to achieve cohesive goals
• Spearheaded the Implementation Team, consisting of Integration Analysts, Software Engineers, and QA Engineers in rolling out the Apple iWatch to the market
• Ensured client technical strategies were agile-aligned
• Fulfilled project prerequisites while continually innovating best practices and validating solution methodologies
• Conducted system audits to identify, track, and resolve existing issues
• Utilized JIRA and Confluence to reduce project timelines by an average of 33%
• Served as the primary point of contact for inquiries regarding customer implementations, leveraging client success skills to ensure desired outcomes and maintain an 87% client satisfaction rating
• Collaborated with cross-functional teams of Engineers to oversee project lifecycles and ensure all requirements, timelines, and budgets were met
• Coordinated directly with Provider Services to design and launch rollout and client training programming
• Facilitated production support post-Go-Live, meticulously tracking customer issues in Salesforce to identify trends and provide vital status updates to internal Sales and Marketing teams

• Managed comprehensive Web platform development processes including risk
• Conducted process audits and customer feedback reviews to detect specific needs, prioritize requirements, and leverage opportunities, cultivating potential integration approaches, and driving client satisfaction (CSAT) ratings
• Validated solution approaches, ensuring strategies and outcomes exceeded business needs and determined optimal responses to any existing defects.
• Collaborated with C-level Management to define work scope, budgets, and timelines, overseeing teams to ensure all milestones were achieved
• Performed Customer Resource Management (CRM) through timely and accurate documentation of client issues in Salesforce, ensuring prompt resolution of all grievances
• Partnered with Account Management and Product Integration sectors to detect and negotiate customer needs, pain points, and competitive angles based on the potential to deliver value and revenue
• Championed Statements of Work to define project-specific timelines
• Managed a system that tracked online Ads for Disney, GM, Ford, Delta just to mention a few

• Worked closely with business stakeholders to understand their needs, objectives, and challenges
• Elicited, documented, and analyzed business requirements, processes, and workflows
• Translated business requirements into clear and concise functional specifications for technical teams
• Collaborated with technology teams to design solutions that meet business needs
• Proposed innovative and practical solutions to address business challenges.
• Ensured that proposed solutions aligned with the organization's strategic goals and technological capabilities
• Served as a liaison between business stakeholders and technology teams
• Communicate complex technical concepts to non-technical stakeholders
• Presented findings, recommendations, and project updates to various audiences
• Created detailed documentation including business requirements, process flows, use cases, and user stories
• Maintained accurate and up-to-date project documentation throughout the project lifecycle
• Collaborated with project managers to define project scope, objectives, and deliverables
• Assisted in project planning, estimation, and resource allocation
• Monitored project progress and identified potential risks or deviations from the plan
• Participated in system testing, user acceptance testing, and validation of implemented solution
• Ensured that delivered solutions met the specified requirements and were high quality
• Identified, recommended and implemented areas for process optimization and efficiency enhancement
• Collaborated with cross-functional teams of Engineers to oversee project lifecycles and ensure all requirements, timelines, and budgets were met
• Coordinated directly with Provider Services to design and launch rollout and client training programming
• Facilitated production support post-Go-Live, meticulously tracking customer issues in Salesforce to identify trends and provide vital status updates to internal Sales and Marketing teams

• Troubleshot software functionality, defects, data issues, and user problems
• Worked with technical team and tested new software and enhancements
• Assisted with the development of user guides and various end-user documentation
• Collected, analyzed customer data and developed resolutions for issues
• Executed research strategies to improve productivity and customer satisfaction, and promptly followed up with customer requests
• Managed customer expectations through negotiation, persuasion, diplomacy and clear communication
• Acted as SME and trainer on multiple reporting projects for internal and client contacts
• Provided client care and product support to clients through phone, chat, and SalesForce.
• Acted as a SME to internal departments to address questions and solve client issues using data analysis
• Prioritized problems, troubleshot and exercised problem-solving skills
• Documented customer issues as required by Salesforce and provided appropriate

details/information