Quintell Foster

Product Manager | Business Analyst

Akkodis

May 2022 - Jan 2025 (2 years 9 months)

• Served as subject matter expert for AWS Connect Cloud Contact Center systems and provide expertise for AWS Connect integrations and product development for U.S Banks mortgage and retail banking industry. • Designed and integrated AI-based predictive routing logic into IVR call flows by leveraging customer interaction data, enabling dynamic intent recognition, and streamlining backend system integrations to optimize call handling. • Facilitated daily stand-ups, sprint planning, and retrospectives for a 10-member cross functional team, improving sprint delivery consistency by 25% over 12 months. • Facilitate regular stakeholder meetings with business leaders to gather detailed requirements and specifications for enterprise contact cente

Product Owner | Network Engineering Analyst

Rocket Mortgage

Nov 2019 - May 2022 (2 years 7 months)

• Served as the Network Engineering Product Owner, using my technical expertise to manage complex, multi-disciplinary projects. • Led business analysis on full on-premises data center modernization project, including firewalls migration, load balancer migration, telecommunications systems migration, internet accessibility, inter-connectivity, network segmentation, switching scalability, server expansions, monitoring and observability. • Integrated SharePoint with Agile tools (e.g., JIRA, TFS) to streamline sprint documentation, team updates, and dashboard reporting to more efficiently. • Led business analysis for the migration from Genesys on-premises to Genesys Cloud CX, including requirements gathering, gap analysis, stakeholder align

Senior Digital Product Analyst

Vaco

Nov 2018 - Nov 2019 (1 year 1 month)

• Led end-to-end lifecycle development of Digital Deal solutions for Dealer System Provider (DSP) customers, from conceptual design to production rollout. • Contributed to the design and development of a new enterprise application by defining UI/UX requirements, mapping complex data workflows across systems, and collaborating with cross-functional teams to implement API integrations with external vendor and partner platforms. • Coached a 20+ member cross-functional development team during a shift to the Scrum Agile framework. • Documented solution designs through high-level flowcharts, wireframes, use cases, user stories, and functional requirements. • Coordinated and facilitated Scrum ceremonies, including Sprint Planning, Daily Stand

Product Owner | Business Analyst

Rocket Mortgage

Feb 2017 - Nov 2018 (1 year 10 months)

• SME for contact center technologies including application and system integrations; CTI, IVR, dialer management, call routing, messaging, WFM/Workday, and CRM/Salesforce technologies. • Led initiatives to enhance Natural Language Understanding (NLU) into advanced Natural Language Processing (NLP) and conversational AI capabilities, improving virtual assistant accuracy, reducing escalation rates, improving call routing and driving more natural customer interactions. • Applied SQL-driven insights to improve contact center reliability and customer experience by enabling proactive issue detection, validating feature enhancements, supporting new product capabilities, and informing technical debt prioritization. • Facilitated collaboration b

Application Support Analyst | Business Systems Liaison

Amrock

Sep 2015 - Feb 2017 (1 year 6 months)

• Provided end-to-end support for enterprise title, appraisal, and escrow application, ensuring high availability, performance, and compliance with business operations. • Collaborated with cross-functional development teams to support and enhance integrations between enterprise systems and external partners/clients, including APIs, databases, and third-party services. • Partnered with product and development teams to gather requirements, validate functionality, and test new feature enhancements aligned with business objectives. • Led testing efforts for application updates and integrations, including test planning, regression testing, UAT coordination, and issue resolution. • Investigated and resolved complex production issues, perform

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Mentor/Volunteer

Rhonda Walker Foundation,

Jan 2015 - Current (11 years 10 months)

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Girls' Basketball Coach

Denby High School,

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Stem Mentor

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Quintell Foster

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