IRENE SAONARA

Last Client (Italian Telco Company)

• Identified, documented and reported on human and technical factors impacting Customer Experience with a focus on incident management (Salesforce, PEGA and ITSM)
• Broke project into epics and implementable user stories.
• Used data drive approach and critical thinking to prioritize interventions and related backlog items
• Act as PM for diverse projects (both Agile and Waterfall) monitoring efficiency KPIs and coordinating all phases including UAT, adoption and post go live.

Most proud of.. my role as Product Owner for RPA projects that assured zeroing backlog and process automation

Previous clients (International Media Company, Italian Sporting Company)

• Analyzed and documented company processes for executive leadership and suggested areas for improvement.
• Gathered data on competitors to analyze Costumer Experience, prices, sales and methods of marketing and distribution.
• Evaluated project requirements and specifications and developed software applications that surpassed client expectations (Web listening and Social Network analytics)
• Prepared reports of findings by illustrating data graphically and translating complex findings into valuable and business oriented insights.

Most proud of.. my role as Research lead for undercover market research team

• Methodological advisory, UX Research & Benchmarking, Digital transformation Lead, Processes analysis and KPI, Project & Event Manager, Learning experience design & workshops on Network Analysis, Migrations and Gender Equality

• Qualitative & Quantitative Methods for Social Research at Master & Bachelor level, Workshops on data visualization and on Quantitative Software-Based Textual Analysis

• Optimization of payments operations, documentation of company processes, Product owner for the design of the new GUI for the internal database of payments