Experience

ONEHOPE Wine

• United States
• Wine & Spirits
• 200 - 300 Employee

• Product Manager

  • Sep 2021 - Present

  -Lead end-to-end product development lifecycle from ideation to launch, ensuring efficient execution and seamless cross-functional collaboration. -Innovate on ONEHOPE's direct-sales and direct-to-consumer product channels, driving growth opportunities and significantly improving conversion and match rates. -Conduct robust user research, translating insights into user-centric features that addressed pain points and preferences. -Collaborate closely with design teams, bringing user-centric experiences to life and enhancing overall user satisfaction. -Establish effective communication with engineering teams, ensuring on-time delivery of high-quality products that exceeded user expectations. -Act as the team SCRUM Master for sprints; Prepping sprints, scheduling work for engineering and participating in story scoping, managing the backlog, & prioritizing requests across multiple cross-functional teams. -Demonstrate expertise in building both consumer-facing and B2B-facing products Show less



Measurabl

• United States
• Software Development
• 100 - 200 Employee

• Product Success Manager

  • Jan 2020 - Sep 2021

  - Work with the Product Management team to document customer requests and translate customer feedback into product requirements- Write user stories and epics in JIRA; Support in prioritization of Customer Success team's feature request backlog and communicate priorities to Product- Identify, document, and track bugs from identification to resolution- Develop customer relations throughout the customer life cycle includingonboarding/training, reporting filing support, and renewal and expansion strategies - Support the organization's customer base by initiating customer strategy throughleveraging technology, process improvement, and project management of customer'sESG initiatives- Research and analysis of internal processes to identify areas of operationalimprovement- Partner with Account Executives and Account Managers throughout the onboardingprocess to become a trusted advisor to our customers, helping them achieve business objectives in partnership with Measurabl including identification of expansion opportunities and risk within book of business Show less

• Customer Support Team Lead

  • Jul 2019 - Jan 2020

  - Managed Zendesk support inbox as the Customer Success team's Lead Agent- Evaluated customer's inquiries and road-mapped issues and requests to be resolvedto achieve monthly KPI goals- Built KPI dashboards to support in tracking efficiency, response time metrics, andcategorization of support ticket topics; Published monthly KPI reports for the entireorganization and reviewed findings with Product and Customer Success Managers.- Built macros, automation, and integration tools to improve process efficiency inZendesk- Worked with Product Management to create content articles in the company'sSupport Center for all product feature releases Show less

• Sr. Customer Support Analyst

  • Jan 2019 - Jul 2019

• Customer Support Analyst

  • Jul 2018 - Dec 2018

  - Managed Zendesk support inbox as the Customer Success team's Lead Agent- Evaluated customer's inquiries and road-mapped issues and requests to be resolvedto achieve monthly KPI goals- Built KPI dashboards to support in tracking efficiency, response time metrics, andcategorization of support ticket topics; Published monthly KPI reports for the entireorganization and reviewed findings with Product and Customer Success Managers.- Worked with Product Management to aid in Product Marketing and education efforts Show less

• Customer Success Intern

  • Feb 2018 - Jul 2018



VIA Technical

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Recruiting Intern

  • Jul 2017 - Feb 2018



San Diego Padres

• Spectator Sports
• 500 - 600 Employee

• HR Intern

  • May 2016 - Feb 2017



FOX Sports

• Broadcast Media Production and Distribution
• 700 & Above Employee

• Team Fox Sports San Diego Rep

  • May 2015 - Sep 2016