Sylvia Albert
Bristol,CT
Summary
Experienced dual role digital product manager and product owner with demonstrated consistent business acumen that contributes to a sound product vision and strategy through full development lifecycles.
Proven leader of successful digital product development efforts through expert guidance, excellent interpersonal written and verbal communication skills, problem solving/decision making, analysis, requirements gathering, epic, feature and user story writing, multi-tasking and collaboration with all levels of stakeholders, including cross functional teams, to plan, execute and deliver effective and optimized customer centric products for secure web portals and applications in an Agile environment.
Overview
33
33
years of professional experience
Work History
Digital Product Manager/Senior Product Owner
Centene
10.2022 - 12.2023
- Collaborated with UX (User Experience) team to incorporate customer feedback and User Acceptance Test (UAT) into future patches and iterations.
- Managed cross-functional teams to deliver high-quality digital products on time and within budget.
- Implemented agile methodologies to optimize the development process and increase team efficiency.
- Participated in triaging production bugs and malfunctions, adjusting development milestones and release schedules accordingly.
- Ensured regulatory compliance across all digital products by adhering to industry best practices and legal requirements.
- Collaborated closely with stakeholders to gather requirements, set priorities, and establish project timelines.
- Managed full product lifecycle from concept to launch, ensuring timely delivery and high quality standards.
- Improved customer satisfaction by designing and implementing user-friendly digital products.
- Implemented agile methodologies for efficient project management and continuous improvement.
- Reduced operational costs by automating manual processes through the implementation of digital solutions.
- Enhanced user experience with intuitive interface designs and seamless functionality.
- Mentored junior team members, fostering a culture of collaboration and knowledge sharing.
- Owned and prioritized product backlog.
- Oversaw entire product deployments from vision and creation to rollout and delivery.
- Analyzed customer feedback to identify areas for improvement.
- Managed implementation of new features by outlining plans and specifications such as how, where, and when each component would work.
- Allocated and approved team resource usage.
- Focused on building critical features up front in order to identify constraints and technical challenges.
- Strengthened customer relationships by actively monitoring and addressing user feedback, incorporating insights into future product enhancements.
- Applied customer-first strategy to product development and marketing materials.
- Spearheaded continuous improvement efforts by refining existing processes and introducing innovative solutions for digital products.
- Drove customer retention through personalized content creation, targeted recommendations, and improved app navigation experiences.
Agile Product Owner Senior Advisor
Cigna Healthcare
11.2013 - 08.2020
- Worked within Digital Product teams on various portals customer, provider, client and employer
- Knowledge of medical, pharmacy and dental products
- Facilitated requirement sessions with business and system partners for program epics, features, user stories and acceptance criteria
- Analyzed and documented business requirements
- Analyzed and documented process flows
- Partnered with subject matter experts (SME) to analyze and document functional requirements
- Change management
- Worked directly with business partners for Business Acceptance Testing
- Lead planning efforts on resources, project, and intakes
- Participant in all Agile ceremonies
- Analysis and documentation of scenarios and data needs
- Worked directly with user experience (UX) designers for engagement and requirements
- Performed gap analysis at the project level for any additional data and UX needs
- Problem analysis and resolution
- Gained experience and knowledge of multiple healthcare products and lines of business
- Projects have ranged from extra small to extra-large that have included enhancements to existing web pages, creation of new web pages and processes for specific projects and lines of business
- Led projects in all phases of the delivery lifecycle including functional requirements, functional design, testing and implementation of new applications and enhancements for web portals and distributed web applications
- Collaborated with IT vendors as the liaison for product updates and troubleshooting
- Served as the SME to create training materials for the customer.
Senior Systems Business Analysis Manager
Cigna Healthcare
04.2006 - 11.2013
- Career management for direct reports
- Mentored less experienced Systems Business Analysts in all phases of analysis, design, communications, decision making and negotiations
- Responsible for resource allocation and delivery planning which includes a breadth of scope from small enhancements to extra-large portfolio projects
- Managed the allocation of shared resources across teams
- Led systems analysis in all phases of the delivery lifecycle including functional requirements, functional design, testing and implementation of new applications and enhancements for web portals and distributed web applications
- Experience with both Waterfall and Agile methodologies
- Worked side-by-side with business analysts to establish proper business and functional requirements for web applications
- Worked directly with UX designers for engagement and requirements
- Gathered and documented business requirements to define technology solutions to address complex business and technical issues
- Developed use cases, functional requirements, functional specifications and data requirements and data mapping
- Facilitated requirement and design sessions with the business and interfacing systems partners
- Assisted in the design and implementation of detailed systems test plans to ensure accurate and effective product
- Coordinated with Quality Assurance (QA) for defect resolution on unit, integrated and user acceptance testing
- Executed business acceptance testing for feedback and problem resolution
- Served as the SME to create training materials for the customer support help desk
- Collaborated with IT vendors
- Acted as technical vendor relationship liaison for purchased software applications
- Intake coordinator for all new efforts needing estimates from business and technical areas
- Triaged production support tickets for resolution and solution scheduling.
Senior Business Analyst
Cigna Healthcare
10.1993 - 04.2006
- Lead business analyst on multiple projects for web based and mainframe claim payment applications
- Managed production support and development work of multiple distributed web applications
- CRM application support
- Responsible for resource allocation and delivery planning which includes a breadth of scope from small enhancements to extra-large portfolio projects
- Managed the allocation of shared resources across teams
- Vendor relations
- Analyzed business requirements to define technology solutions to address complex business and technical issues
- Developed use cases functional specifications, data requirement and data mapping
- Identified and executed test scenarios
- Coordination with developers for coding, timelines, and defect fixes
- Cost savings measures, including, sunsetting of redundant or unused applications
- Integral part of high-profile projects including Y2K and forward-thinking software applications
- Reporting for internal and legislative stakeholders
- Received the 'Cigna Presidential' award for new software application developed in house.
Senior Claims Processor
Cigna Healthcare
10.1990 - 09.1992
- Processed claims and adjustments for both national and highly sensitive accounts
- Provided phone customer service to customers and providers.
Education
High School Diploma -
Mary Immaculate Academy
New BritainSkills
- Agile methodology
- Product Backlog Management
- Epic, feature, user story and acceptance criteria writing
- Elicit business and technical requirements
- User stories/acceptance criteria
- Jira/Jira Align/Rally
- Design forward thinking
- Data-driven decision-making
- Voice of Customer Analysis
- User Acceptance Testing
- Training and support
- Product Documentation
- Product Launch Execution
- Stakeholder Communication
- Product Lifecycle Management
- Product Roadmap Planning
- Problem resolution
- Microsoft Office
- Confluence
- SharePoint
- Project Management
- Extensive product knowledge of medical, dental, behavioral, pharmacy and HIPAA laws
- Application knowledge: customer, provider and client portals
- Strategic Planning and Alignment
- Root Cause Analysis
- Calendar Management
- Cross-departmental Alignment
- Business Objective Analysis
- Backend Systems/APIs
- Data Mapping
- Business Process Mapping
- CRM
- Negotiation
- Research
- Problem resolution support for help desk triaging
- Mentor coworkers and new hires
- UX Design collaboration
Training
- Safe Agile Professional Certification
- Agile Product Owner Training
- Cigna Project Management Certification
- Cigna Business Systems Analysis Training
- Cigna Business Analysis Training
- Customer Centricity Training
Timeline
Digital Product Manager/Senior Product Owner
Centene
10.2022 - 12.2023
Agile Product Owner Senior Advisor
Cigna Healthcare
11.2013 - 08.2020
Senior Systems Business Analysis Manager
Cigna Healthcare
04.2006 - 11.2013
Senior Business Analyst
Cigna Healthcare
10.1993 - 04.2006
Senior Claims Processor
Cigna Healthcare
10.1990 - 09.1992
High School Diploma -
Mary Immaculate Academy
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