Product Manager

• Jul 2023 - Present

Global Launch Program Manager

• Dec 2021 - Jul 2023

Achievements: ● Worked closely with APAC region partners to complete 100% of product translations which resulted in 90.3% CSAT score. ● Reduced 20% of redundant processes while reviewing deliverables for quality assurance and performed task analysis to report progress and evaluate results. ● Launched Pixel 6a/Pixel 7/Pixel 7 Pro, Pixel Buds Pro, & Google Pixel Watch resulting in introducing a new product category that supports more than 200,000+ Google customers. Responsibilities: ● Analyzed, monitored, and responded to developing trends and issues regarding Google Store order management. ● Subject Matter Expert for multiple areas of expertise & mentored team members driving high levels of early productivity. ● Led multiple projects to achieve successful launches, ideated scrappy strategies, & solved problems of high complexity and scope. ● Project manage several sustaining support programs - user voice, agent feedback, & user escalations. Show less

Product Manager / Customer Success Manager

• Apr 2021 - Dec 2021

Achievements:● As product manager of two B2B/B2G products I have reduced product launch and onboarding timelines by 50% after prioritizing backlogs and new features with engineers● Launched company’s second product within first six months of joining as Product Manager● Define product requirements and launched over 25 new features since joining team● Lead/collaborate a cross-functional team of 20 within the organization including Sales, Product, Development, QA, Marketing, and 1000+ stakeholders● Manage all post-sales activity for thorough on-boarding, relationship-building, marketing, and trouble-shooting, while being the voice of the customer to develop the most valuable service● Designed wireframes and got MVP approved to expedite and increase product launch efficiency and effectiveness● Conducted customer interview sessions to determine pain points and determine appropriate technology featuresResponsibilities:● Prioritizing requirements, manage roadmaps and directing my team of developers to ensure new features are being added● Creation of user stories and wireframes to create a minimum viable product● QA testing and leading my team of testers to ensure software regression is not present● Managing all post-sales activity for through on-boarding, relationship-building, marketing, and trouble-shooting, while being the voice to develop the most valuable service● Ensuring users are fully equipped for success and understand the benefits of the product. Create and maintain relationships with clients to understand their project needs● Become an extension of the client's team by fully understanding and embodying their brand and culture to identify the most ideal candidates to join their team Show less

Product Owner / Customer Success Specialist

• May 2020 - Apr 2021

Achievements:● Product owner and SCRUM master and used agile methodologies to streamline workflow for my development team● Collaborated with the Customer Success Manager on outreach strategy to increase customer engagement, and maintain high levels of customer retention at 95%● Implemented 15 new features using user data and conducting feedback groups with super users● Collaboration with the Customer Success Manager on outreach strategy to increase customer engagement, and maintain high levels of customer retentionResponsibilities:● Created user stories and designed wireframes to ensure requirements are met● Guided clients with constant communication to ensure software aligned with their needs, communicated with the development team to define and implement new product features and tools● Updated test script(s) for QA team to conduct full-spectrum testing● Cross-working with multiple departments within the organization including Sales, Product, Technology, and Marketing.● Technical writing skills used to create four user friendly product manual to ensure customer understanding of various products. Show less

Marketing Intern

• Mar 2020 - May 2020

Achievements:● Created user friendly product manual to ensure customer understanding● Merged and integrated ideas with the sales, marketing, and customer support teams● Managed and updated company database and CRMResponsibilities:● Created sales collateral● Created social media posts and monitored success of posts● Update social media sites with news and upcoming features

Research Assistant

• Sep 2019 - Dec 2019

Achievements: ● 98% rate of accuracy in data collected Responsibilities: ● Carried out experiments and research according to protocols by primary researchers. ● Collected, & logged experimental data as well as gathering information to ensure accuracy. ● Maintained laboratory and assisted main researcher in a number of tasks that support research activities. Achievements: ● 98% rate of accuracy in data collected Responsibilities: ● Carried out experiments and research according to protocols by primary researchers. ● Collected, & logged experimental data as well as gathering information to ensure accuracy. ● Maintained laboratory and assisted main researcher in a number of tasks that support research activities.

Client Service Representative

• Jun 2017 - Aug 2019

Achievements: ● Resolved benefit-related issues and respond to queries and requests in a timely manner Responsibilities: ● Assisted members with medical and/or dental insurance benefits enrollment, plan changes, terminations, and retiree payments ● Prepared, encrypted, and submitted eligibility files for multiple providers ● Ensuring compliance in all applicable federal, state, and local laws (including but not limited to FMLA, CFRA, ADA, ACA, HIPAA, COBRA, etc.) Achievements: ● Resolved benefit-related issues and respond to queries and requests in a timely manner Responsibilities: ● Assisted members with medical and/or dental insurance benefits enrollment, plan changes, terminations, and retiree payments ● Prepared, encrypted, and submitted eligibility files for multiple providers ● Ensuring compliance in all applicable federal, state, and local laws (including but not limited to FMLA, CFRA, ADA, ACA, HIPAA, COBRA, etc.)

Bank Teller

• Sep 2016 - Jul 2017

Achievements: ● 28% increase in overall customer satisfaction with the branch Responsibilities: ● Provided account services to customers by receiving deposits, loan payments, cashing checks, and issuing withdrawals ● Answered questions in person or on the telephone while referring to other bank services ● Ensured compliance with bank operations, FDIC, and security procedures by participating in all dual-control functions which maintained customer traffic surveys. Achievements: ● 28% increase in overall customer satisfaction with the branch Responsibilities: ● Provided account services to customers by receiving deposits, loan payments, cashing checks, and issuing withdrawals ● Answered questions in person or on the telephone while referring to other bank services ● Ensured compliance with bank operations, FDIC, and security procedures by participating in all dual-control functions which maintained customer traffic surveys.