San Francisco, California, United States
Program manager with experience in growth, acquisitions, and global customer support solutions.
Led the development of an insurance claims payment processing system that launched 6 weeks ahead of schedule, increased customer payment speeds by 3x, and reduced headcount by 2 full-time employees. Initiated a complete overhaul of a customer account servicing tool by authoring a 75-page product requirements document that included detailed wireframes, testing plans, and business analytics. Managed a team of 10 engineers and 20 stakeholders from 6 cross-functional departments. Gained the respect and support of the team by removing obstacles, channeling user feedback, prioritizing pain points, generating reports, and holding research sessions with customers and employees. Developed into second-most tenured employee at the company and was sought out for guidance from all departments regarding corporate culture, historical processes, and product expertise.
Acted as the sole liaison between product/engineering and customer-facing teams. Single-handedly launched a ticketing system that for the first time allowed engineering and customer support teams to work in tandem, resulting in 5x more customer issues resolved each week. Assembled and led an emergency company-wide Covid-19 task force that was able to achieve a 30% decrease in customer attrition by implementing billing extensions and partial payment capabilities. Proactively developed a comprehensive product roadmap including 300+ proposed features aimed at improving customer NPS, eliminating top support issues, and reducing servicing costs. Oversaw the rollout of all feature launches by partnering with the product team to develop a list of product requirements, testing plans, training material, and customer support documentation.
Established the company’s program management department from scratch. Spearheaded the development and launch of a new contact center solution that decreased customer wait times by 50% and increased NPS by 30 points; identified the vendor and managed the ongoing relationship.
Provided around-the-clock support to two senior film executives by managing their travel, expenses, schedules, client relationships, and confidential internal records.