Experience

Sera Systems

• United States
• Software Development
• 1 - 100 Employee

• Product Manager

  • Nov 2019 - Present

  - Partnered with UX to provide prototypes and mockups for engineering - Managed product backlog and bug queue in JIRA - Provided client support - Assists sales with product demonstrations and sales pitches - Assists sales with production training for new and existing clients - Manually tested new features - Authored release notes - Responsible for writing and maintaining system FAQs - Maintaining new client launch checklists and materials - Partnered with UX to provide prototypes and mockups for engineering - Managed product backlog and bug queue in JIRA - Provided client support - Assists sales with product demonstrations and sales pitches - Assists sales with production training for new and existing clients - Manually tested new features - Authored release notes - Responsible for writing and maintaining system FAQs - Maintaining new client launch checklists and materials



billyGO

• United States
• Construction
• 1 - 100 Employee

• Customer Support/Dispatcher

  • Dec 2018 - Nov 2019

  - Efficiently and professionally answered incoming customer phone calls with requests for service or questions - Out-bounded to schedule complimentary services for membership agreements to assist in membership sale retention - Collected, responded and escalated customer feedback or reviews to manage customer relationship and promote positive customer feedback through online reviews - Created and maintained a company-wide sales metrics spreadsheet for tracking day-to-day business operations - Processed sales tax amounts to be paid each month to reduce workload for accounting - Completed paperwork to be filed with the district attorney for non-payment of services - Authored the company newsletter that consistent received over a 60% open rate



Tata Consultancy Services

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. New Business Case Manager

  • Mar 2018 - Aug 2018

  My position from Transamerica was transferred to TCS. - Processed insurance applications from submit (data entry), through the underwriting process and placement process (case management and customer service). - Reviewed all form submissions and inquiries for accuracy, including but not limited to confirming all required fields are completed, all necessary signatures have been received via a secured method, clients confidential information has been censored as appropriate, client is eligible for the coverage requested and all state and federal regulations for the product and state specific application have been met. - Trained new hires and existing employees on the functions required for their position or a cross-training position. Effectively trained across products and positions within New Business and trainees consistently outperformed their peers during evaluations and quality checks. - Maintained passing scores for quality each month on a pass or fail system while exceeding production level goals. - Covered managerial duties such as report generation and employee conflict resolution when management was unavailable. - Handled both internal and external escalations effectively and properly by coordinating with internal teams and higher level management to meet our SLA (service level agreement), correct errors and preserve the customer-business relationship.



Transamerica

• United States
• Financial Services
• 700 & Above Employee

• Sr. New Business Case Manager

  • Mar 2015 - Mar 2018

  My position from Transamerica was transferred to TCS. - Processed insurance applications from submit (data entry), through the underwriting process and placement process (case management and customer service). - Reviewed all form submissions and inquiries for accuracy, including but not limited to confirming all required fields are completed, all necessary signatures have been received via a secured method, clients confidential information has been censored as appropriate, client is eligible for the coverage requested and all state and federal regulations for the product and state specific application have been met. - Trained new hires and existing employees on the functions required for their position or a cross-training position. Effectively trained across products and positions within New Business and trainees consistently outperformed their peers during evaluations and quality checks. - Maintained passing scores for quality each month on a pass or fail system while exceeding production level goals. - Covered managerial duties such as report generation and employee conflict resolution when management was unavailable. - Handled both internal and external escalations effectively and properly by coordinating with internal teams and higher level management to meet our SLA (service level agreement), correct errors and preserve the customer-business relationship.



SUCCESS Partners®

• Advertising Services
• 1 - 100 Employee

• Customer Service Representative

  • Nov 2012 - Jul 2014

  - Earned a promotion to a handle escalations and training for new hires. - Effectively cross-trained on different storefronts and products as well as back end order processing for each. - Processed internal and external phone calls for orders, information and company information. - Covered front office desk when receptionist was unavailable, including answering and transferring phone calls, receiving in guests, purchasing supplies and maintaining the cleanliness of the reception area and break room. - Traveled to corporate and vendor events to set up "pop-up" stores and sell merchandise offered online as well as act as customer service in the event of any incidents on site.