Experience

IDScan.net

• Technology, Information and Internet
• 1 - 100 Employee

• Senior Product Manager

  • May 2022 - Present

• Product Manager

  • Apr 2021 - May 2022



BATON Financial Services, Inc.

• United States
• Financial Services
• 1 - 100 Employee

• Customer Experience Leader, Associate Product Manager

  • Sep 2018 - Jun 2020

  Customer Experience Leader, Associate Product Manager As Customer Experience Leader, developed policies and procedures for customer care and complaint management, vetting software solutions for solutions to provide industry-leading customer care, including setting up and administering Zendesk enterprise. Hired, trained, and supervised a team of stellar customer care professionals. Designed new customer onboarding procedures and customer journey maps. Led the design of operating app for customer care. During a pilot period, conducted customer interviews and analyzed data trends in customer experience, working with UX, risk, product, engineering, and C-level executive team to evangelize and foster understanding of the biggest hurdles to usage. Transitioned to Associate PM through on-the-job apprenticeship with Technical PM post-pilot. • Successfully built and launched new financial product, resulting in a $6 million investment in Series A funding for the company. • Created clear strategic direction for build needs of technical products, conveying the information to the Scrum team. • Worked with UX, Engineering, Support, and cross industry SMEs to prioritize feature backlog and push critical feature sets to production biweekly. • Owned the short-term roadmap for major and minor features via quarterly releases. Show less



McGraw Hill

• United States
• Education Administration Programs
• 700 & Above Employee

• Student Success Manager

  • Jul 2017 - Jul 2018

  Delivered data-driven routine reporting on SaaS acquisition and retention, revenue, customer experience, and product improvement. Managed client relationships with domestic and international courseware re-sellers. Synced client and prospect database to Mailchimp email marketing list. Wrote and curated content for customer-facing support site. Led team in planning, creating, and sending monthly email newsletter.• Analyzed survey results and support ticket metadata to identify trends and use cases, leading to software and operational improvements.• Streamlined support operations to maximize agent productivity, designing customer lifecycle to maximize retention. Show less

• Customer Experience Specialist, Student Success Specialist

  • Dec 2013 - Jul 2017

  Worked with GiftedandTalented.com students and their parents to ensure an advanced educational experience. Provided second tier customer support and managed unusual cases. Aggregated and analyzed customer feedback to sharpen products, platforms, and processes. • Created a pilot program to increase student success and parental engagement in SaaS using regular and proactive parent conferences with paraprofessionals. • Led trainings and authored internal documentation to ensure procedural fluency and uniformity among agents.• Developed a weekly dashboard to measure the customer experience team’s adherence to SLAs and customer satisfaction, providing data to drive scheduling, hiring, and training priorities. Show less

• Operations Coordinator

  • Mar 2011 - Apr 2014

  Completed data entry, upload, and analysis in concert with the company’s proprietary database, using advanced Excel features to sync data with Salesforce and various school district databases. Reviewed and prepared contracts, managed financial needs including AP and AR, tracked and reported on student data. • Completed daily advanced data analysis and reporting to drive after-school tutoring program effectiveness and comply with district, state, and federal regulations.• Organized teams of enrollment aides to canvas and hit or exceed enrollment targets for the after-school program.• Conducted outgoing call campaigns to increase student attendance and retention. Show less



Institute of Reading Development

• United States
• Education Management
• 100 - 200 Employee

• Teacher, Reserve Teacher

  • May 2011 - Sep 2011

  Taught eight levels of 5-week reading enrichment classes to students ranging in age from 4 years old to adults, maintaining inventory of student and teacher materials, collecting and entering student data, and meeting with parents as needed. • Assessed each student’s skills and progress, providing individual book lists to foster a love of reading. • Promoted to a select group of Reserve Teachers and traveled extensively as a highly qualified substitute based on classroom success and student outcomes. Show less



CHUNGDAHM Learning

• South Korea
• Education Administration Programs
• 400 - 500 Employee

• Instructor, Head Instructor

  • Nov 2009 - Nov 2010

  Taught English in an immersive learning environment to 6-12-year-old children fulltime in an after-school academy in Seoul, Korea. As Head Instructor, continued to teach as well as manage the supervision and professional development of five instructors. • Created and implemented an incentive and reward system for students, leading to greater student achievement and engagement. • As Head Instructor, developed the classroom skills of other instructors and improved schoolwide student performance. • Developed a debate team for middle school-aged students to allow them to engage with topics of their own choosing that went beyond the structured curriculum. As a result, students were better motivated and became more confident and skilled English speakers. Show less



Friedman Commission for Jewish Education

• West Palm Beach, Florida Area

• Marketing & Communications Director

  • Oct 2003 - Jun 2009

  Planned, developed, and implemented marketing strategies for this nonprofit organization. As a member of the senior management team, drove brand creation and management and graphic design, coordinated with press to secure coverage of programs and events, led departmental budget planning as well as website creation/curation. • Re-designed website to modernize and made a portal for board members and staff, effectively centralizing lay leader consultation. • Implemented a customized CRM for the constituency, allowing for more strategic donor and program communications. Trained staff on the use of this and other new technologies. • Planned monthly and quarterly email and print newsletters and an annual report to highlight CJE’s programs and accomplishments. Show less