Prudence Suggs
Aberdeen,MD
Summary
Talented professional with demonstrated record of success in marketing management and campaign development. Successful at overseeing all stages of initiatives, building positive relationships and promoting products with innovative and forward-thinking approaches. Well-versed in tracking market trends and capitalizing on opportunities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
SiriusXM
Washington, District Of Columbia
08.2022 - Current
- Advocated for developing critical features in beginning steps to identify and resolve technical issues.
- Developed product strategy and roadmap to ensure stakeholder needs were met.
- Defined product vision, strategy, and roadmap in alignment with company goals.
- Gathered detailed use cases and requirements through regular, meetings with marketing and business leadership.
- Managed sprints and releases while tracking progress against goals.
- Communicated regularly with senior leadership regarding progress against key performance indicators.
- Performed usability tests to validate customer experience pre and post deployment.
- Defined user personas and user stories to guide product development and ensure user-centric design.
- Developed marketing strategies based on corporate objectives and market trends.
- Collaborated with design team to come up with product look.
- Developed and implemented marketing strategies to increase brand awareness and sales.
- Identified opportunities to improve existing products through A and B testing experiments.
- Oversaw product lifecycle from conception to launch, including beta testing and post-launch analysis.
- Facilitated communication between engineering teams and stakeholders to ensure clear understanding of product requirements.
- Created user stories, acceptance criteria, wireframes, and prototypes for new products.
- Led agile ceremonies including sprint planning, reviews, and retrospectives to ensure team alignment and continuous improvement.
- Created and delivered presentations to communicate product strategy and progress to senior management and external partners.
- Delivered marketing strategy updates to upper-level management.
Business Analyst Manager, Customer Solutions
SiriusXM Radio
Washington, DC
01.2020 - 08.2022
- Successfully migrated over 8,000 legacy application users to the new Pega Agent Desktop.
- The migration process included documentation of performance in the new Agent Desktop versus the legacy platform, role management, and tracking of production incidents.
- Partnered with stakeholders to identify enhancements and analyze areas of opportunity within CEP, resulting in UX/UI improvements and the elimination of manual processes, which led to average handle time savings of 18 seconds within Q1 2022.
- Prepared project charters, user story acceptance criteria, demos, training materials, and knowledge base materials for numerous projects, as well as agent readiness and engagement.
- Documented Customer Solutions project management process with the agile methodology for business owners and stakeholders’ awareness, and uniformity.
- Work collaboratively with Business Owners, Stakeholders, IT, and Reporting to translate business and user requirements into accurate system requirements, providing sound planning and technical leadership.
- Leads knowledge-sharing sessions with Vendor Managers and Stakeholders to develop or update new requirements, to make Call Center workflows more effective
- Develops and executes User Acceptance Testing (UAT) correlating to given requirements for each implementation
- Creates test cases to perform UAT and post-product validation for system changes
Senior Command Center WFM Specialist
SiriusXM Radio
Washington, DC
01.2016 - 01.2020
- Maintained technical knowledge within industry and service line and leveraged deep subject matter knowledge in engagements
- Defined requirements that drive efficiency in the call center operations and ensure a consistently great customer experience
- Contributed to the development and cultivation of business and vendor relationships
- Served as a 'Subject Matter Expert', adding interpretive value to data presented or experienced insight into a functional process or issue
- Provided business judgment in anticipating client/project needs and developing alternative solutions
- Supervised the work of 5 team members and support partner’s leadership staff
- Manage resources on client projects
- Created efficient processes and procedures to effectively complete projects for call center support staff
- Adjusted resources according to the call volume arrival to balance occupancy and efficiency
- Communicated identified intra-day risks to service center management and business partners
- Managed the day-to-day business of handling calls traffic-utilizing intra-day ACD reports
Education
Associates of Fine Arts - Web Design
ART INSTITUTE OF WASHINGTON
Arlington, VA01.2015
Skills
- Jira
- Agile methodologies
- Project Management
- Cross functional leadership
- Product development
- Product lifecycle expertise
- Requirements gathering
- Campaign management
- Public speaking
- HTML
- CSS
- JQuery
- JavaScript
- MS Office
- Salesforce Trailhead (explorer)
Certification
- Obtaining Service Cloud Consultant credentials (2025)
References
References available upon request.
Timeline
SiriusXM
08.2022 - Current
Business Analyst Manager, Customer Solutions
SiriusXM Radio
01.2020 - 08.2022
Senior Command Center WFM Specialist
SiriusXM Radio
01.2016 - 01.2020
- Obtaining Service Cloud Consultant credentials (2025)
Associates of Fine Arts - Web Design
ART INSTITUTE OF WASHINGTON
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