Associate Product Manager

• Sep 2022 - Present

Technical Lead - Support Leadership Team

• Mar 2016 - Sep 2022

2017 and 2020 Henry Hearsay award winner (annual peer-voted company wide award)•Scoped and defined all user stories for Right to be Forgotten feature with scrum dev team to comply with CCPA and GRPD requests•Increased internal efficiency and streamlined collaboration by removing over 45% (300+ of 700) of company Slack channels that were dormant or duplicates, created best practices documentation and onboarding guides, and presented results at all hands meeting•Provide vision for, define, and launch new processes within Customer Support Team to drive customer value (Zendesk queue structure, Relate landline enablement, Intercom and Talkdesk integrations, Ticket Office Hours) •Lead with a product centric voice as an active member on cross functional GTM committees (2+ years) for product request and definition processes by digging into the outcomes that matter and emphasizing the value driven by potential solutions•Ensure over 99% up time of 200+ active SSO implementations by coordinating cert renewals and config updates with engineers, account managers and external IT teams *Monitor and update compliant archiving solutions (97% of customer base) to ensure successful delivery of all items by handling internal health alerts, troubleshooting escalated issues and act as a technical liaison between customer IT teams and Hearsay's Product and Engineering teams•Explore, troubleshoot, and escalate bugs to partner with Hearsay's Product and Engineering teams on the iteration and improvement of Hearsay's product offerings Show less

US Originations Online Team Lead

• Aug 2014 - Jan 2016

•Developed, implemented, and analyzed productivity metrics, reporting systems, and functionality of Online Chats Team •Analyzed existing chat and email volume to determine necessary coverage and scheduled 12 Specialists to ensure timely responses to customer concerns via email •Composed and edited Standard Operating Procedures for email processing and customer interaction via chats •Managed and coached 12 Specialists to exceed quality assurance and productivity metrics •Constructed powerful arguments regarding bugs, omissions, and suggested improvements to developers through UserEcho during the revamping of the company’s employee facing user interface to ensure the updated UI was fully functional •Took initiative to fill unassigned roles and make sure all duties and tasks were being completed within the department •Analyzed, processed, approved, and issued loan applications in an efficient and quality oriented manner, while providing excellent customer support via phone, email, and chat •Collaborated with colleagues to solve problems and deliver the highest quality service to customers via phone and email •Exceeded demanding expectations of quality and production •Contributed and responded to the continued growth and development of company policies and business procedures in a fast-paced and successful start-up environment •Excelled in a team oriented yet individually driven work place Show less

IT Intake Associate

• Feb 2013 - May 2014

•Installed, supported and maintained PC hardware including desktops, notebooks, monitors, and printers •Installed, supported and maintained PC applications in a Windows XP/7, MS Office •Maintained proper documentation, on the MS Service Manager’s Console as required by the department, to properly track the status of all service calls, to assist the helpdesk in providing prompt response to users, and report on the progress of duties related to project participation •Supported and participated in the continuous assessment and improvement of the quality of care and services provided Show less

Sailing Instructor

• Jun 2012 - Aug 2013

•Provided instruction and training to young children and adult participants through the development and implementation of course curriculum as a Certified U.S. Sailing Coach Instructor, Level 1 •Attended and assisted in running of club events, regattas, races, and clinics as needed •Assisted in repairs, maintenance, program record keeping and updating sailing staff as to class participant's progress and any facility issues •Adapted programs to reflect different levels of participant skill development and physical ability •Enforced and promoted Yacht Club safety guidelines Show less

Biomedical Engineering Lab Assistant

• Feb 2011 - May 2011

•Assisted graduate students with research projects by helping set-up experiments for a hand & wrist motion study •Ran preliminary tests to ensure all devices and programs were operating properly •Applied problem solving skills and worked effectively in a team environment utilizing interpersonal and organizational skills to improve lab productivity •Assisted graduate students with research projects by helping set-up experiments for a hand & wrist motion study •Ran preliminary tests to ensure all devices and programs were operating properly •Applied problem solving skills and worked effectively in a team environment utilizing interpersonal and organizational skills to improve lab productivity

West Camp Assistant Aquatics Director

• Jun 2006 - Aug 2010

• Managed, scheduled, and trained other staff members on merit badge instruction and program area operation • Diagnosed, triaged, and recorded necessary maintenance to all camp sailboats and organized their winter storage to optimize needed repairs • Created lesson plans, schedules, and adapted these as needed based on camper progress during instruction of Canoeing, Swimming, Rowing, Lifesaving, Small-Boat Sailing, and Motorboating Merit Badges • Developed and participated in unique and engaging presentations to promote waterfront and camp activities • Served as lifeguard to campers and other staff to ensure safety rules and regulations were upheld during various waterfront activities • Contributed to camp conservation and restoration projects Show less