Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kayla Packer

Phoenix,AZ

Summary

Results-oriented professional with robust background in product management and agile frameworks. Known for fostering team collaboration and driving projects to successful completion. Reliable in adapting to evolving to company's needs and requirements while prioritizing key deliverables and showcasing a strong ability to manage stakeholder expectations.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Develop Product Owner II

USAA
03.2024 - Current
  • Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations across multiple teams, including Shadowfax, Turok, Risky Business, Rush, and Sum41.
  • Proactively identified risks associated with project timelines or deliverables, and implemented mitigation strategies when necessary.
  • Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements, expectations and timelines.
  • Mentored junior team members in Agile methodologies and best practices for effective Product Owner role execution.

MODel Office Property Adjuster

USAA
08.2023 - 03.2024
  • Subject matter expert of Guidewire Claims Center during pilot test group
  • Conducted in-depth user acceptance testing and production validation, discovered and documented system deficiencies and supported DPO team in explanation of effective process and participated in solutions to create new ways of working, and validate system effectiveness through Jira WIM tools
  • Tracked 32 observations during MODel Office, resulting in 5 unique defects/bugs tracked in Jira and 3 features flagged for future enhancements
  • Organized and prioritized workload, performing multiple tasks and devising solutions to problems
  • Communicated and functioned in a dynamic environment with shifting priorities
  • Change Champion with an aptitude to trouble shoot new technology

Property Adjuster

USAA
10.2021 - 03.2024
  • Demonstrated expert level knowledge in the utilization of virtual desk adjusting tools such as Xactimate, XACT analysis, MICA, PLR and Custom Task to create virtual estimates to handle moderate to complex property insurance claims
  • Effective verbal communication skills with the ability to actively listen and deescalate situations
  • Capable of multitasking, applying critical thinking, establishing priorities and effectively managing time
  • Prioritized a demanding worklist to ensure service delivery within SLO timelines
  • Provided mentorship to multiple property adjusters working to promote from Associate Adjuster to Property Adjuster

Vice President

Peaks Home Owners Association
08.2017 - 10.2021
  • Provided strategic leadership by actively participating in final decision-making processes and contributing to the overall governance of the community
  • Collaborated with board members and community stakeholders to implement policies, resolve issues and document meeting notes
  • Oversaw design request forms, budget modifications, community events and financial reports to ensure the effective operations and improvement of the Homeowners Association

Detention Officer II

Coconino County Sheriff's Office
01.2014 - 09.2021
  • Oversaw and facilitated weekly multidimensional meetings, bringing together diverse units to assess disciplinary matters, conduct hearings, address reclassification issues and housing concerns
  • Served as the project manager and team lead for the Sheriff's Office Policy Revision initiative - a year-long project entailing comprehensive oversight of a 12-member team from project inception through completion
  • Team lead for the COVID Medical Housing Unit project, managing relocation efforts, long-term planning for medical housing and supervising intake procedures to meticulously ensure adherence to all medical precautions
  • Implemented Agile methodologies to drive projects through iterative development and cross-functional collaboration
  • Managed a team of 9 during the extended absence of a supervisor where I was in charge of meetings, scheduling, court paperwork and long term planning of team activities and projects
  • Lead in the data and contact transfer for the population management system from application-based data system to cloud-based system to insure correctness
  • Principal instructor for Detention Academy with instructional expertise over a span of 4 years
  • Developed and maintained external relationships and communications with stakeholders, Courts, County officials and Law enforcement agencies

Education

Bachelor of Science - Criminal Justice

Northern Arizona University
Flagstaff, AZ
05-2014

Law Enforcement Certification -

Arizona Detention Academy
Flagstaff, AZ
10-2014

Associate of Science - Criminal Justice And Psychology

Maricopa Community Colleges, Paradise Valley Community College
Phoenix, AZ
05-2012

Skills

  • Business analysis
  • Product backlog management
  • Agile methodology
  • Stakeholder relationship management
  • Problem identification
  • Story planning

Certification

  • SAFe Product Owner / Product Manager
  • Supervisors Development Academy Certification

Timeline

Develop Product Owner II

USAA
03.2024 - Current

MODel Office Property Adjuster

USAA
08.2023 - 03.2024

Property Adjuster

USAA
10.2021 - 03.2024

Vice President

Peaks Home Owners Association
08.2017 - 10.2021

Detention Officer II

Coconino County Sheriff's Office
01.2014 - 09.2021

Bachelor of Science - Criminal Justice

Northern Arizona University

Law Enforcement Certification -

Arizona Detention Academy

Associate of Science - Criminal Justice And Psychology

Maricopa Community Colleges, Paradise Valley Community College

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Kayla Packer