Poonam Choudhary

I successfully led initiatives that improved technology resilience and operational efficiency at American Express. • Drive the adoption of Self-Healing and Change Validation tools, enhancing system resiliency • Utilize Agile methodologies to facilitate Scrum events, remove impediments, and drive continuous improvement for successful product delivery • Create executive-level communications, strategy updates and leadership reporting for major resiliency programs

• Spearheaded and resolved multi-year chronic systemic issues to strengthen stakeholder relationship • Collaborated with cross-functional teams to enhance customer journeys through seamless and reliable technology experiences • Drove strategic incident and problem management initiatives to optimize operational performance

Worked as a Product Owner, leading product backlog management, requirements definition, and cross-functional collaboration to deliver business value through agile product development. • Managed and prioritized the product(GDM) backlog in alignment with stakeholders to ensure project success • Collaborated with business, compliance, technical and testing teams throughout the SDLC to deliver effective product feature enhancements • Led agile ceremonies, ensuring timely releases and smooth project execution

• Managed card member and merchant disputes, enhancing First Contact Resolution (FCR) and overall customer experience • Cross-trained and mentored team members, fostering a collaborative learning environment • Led initiatives aimed at improving process efficiency, contributing to streamlined operations at American Express