Product Specialist

• May 2023 - Present

Product Experience Analyst

• Oct 2019 - Oct 2022

Created and initiated new processes to aggregate user experience and product performance data for Support Team by defining goals and developing tracking metrics Increased overall product satisfaction by 40% while decreasing overall ticket volume by 12%Partner with Engineering, Validations, and Product Management to provide feedback based on data to prioritize solutions, and iterate changes in existing products, increasing positive reviews by 60%Developed and managed my own Analytics Team within the department to analyze and organize data into reports to present to Leadership; guiding organizational changes and improvementsReduced incoming support tickets of our highest volume product by 24% within 2 months by spearheading a project to automate spare parts for customers, also reducing company cost by10%Designed processes to consolidate project road maps for over 18 product categories Build strategic relationships and manage communication and alignment across multiple partner teams.Partner with Engineering, Validations, and Product Management to provide feedback based on data to prioritize solutions, iterate and implement changes in existing products that positively impact customer experience Show less

Technical Support Specialist

• May 2016 - Oct 2019

Excelled in technical support via phone, email, chat, forums, social media, and customer support tools, increasing overall CSAT to above the goal of 93%Created and organized a new request process to collect data from failed units in the field and analyze the customer satisfaction to cost, resulting in a 10% increase in salesOverhauled outdated training documents and processes, resulting in increased usability and reduction of operation timeSpecialized in iCUE/Software focusing on collaborating with internal teams to market and test custom configurations Show less

Associate

• Oct 2015 - Apr 2016

Participated in the development and application of Telsa’s production system for the assembly of Model S/X battery packs Identified quality issues with packs coming into station Escalated, reported and repaired machine errors and material shortage Participated in the development and application of Telsa’s production system for the assembly of Model S/X battery packs Identified quality issues with packs coming into station Escalated, reported and repaired machine errors and material shortage

Optician

• Jul 2011 - Oct 2015

Analyzed internal processes to recommend and implement procedural or policy changes to improve the office’s operations Trained as well as developed new and current employees Performed daily office tasks including answering phone calls, scheduling appointments, and maintaining a clean office environment Evaluated prescriptions in conjunction with a patient’s requirements to determine the best recommended lenses, lens coatings, and frames to suit their needs Performed all necessary medical tests and procedures on patients Completed billing of all insurances Show less