San Francisco Bay Area
Orchestrated product development across multiple domains while overseeing other product owners and technical program managers. Leveraged new technologies to streamline internal processes and improve tooling. Enhanced engineering workflows, significantly boosting productivity and customer satisfaction. • Designed and launched a custom full-stack application transforming our Support tooling and help desk system by integrating bespoke APIs, chatbots, and software to improve the agent experience and operational efficiency. • Slashed annual SaaS expenses by $300K through a comprehensive audit and optimization of systems, devising an integration blueprint that refined customer service workflows and directed engineering efforts in custom application/API creation to enhance tool interoperability. • Boosted help center efficiency by deploying a chatbot solution after in-depth evaluation with stakeholders, achieving a ticket deflection increase from 8% to 14% across 98% of total volume, significantly enhancing customer support.
As the first PM hire, I established all product development processes and strategic business frameworks on a new engineering team focused on reducing customer friction and improving operational efficiency across post-sales divisions (Customer Support, Customer Success, Channel Partners, and Professional Services). • Launched an API setting a new standard as the source-of-truth for Paid Support entitlements, identifying new upsell opportunities to boost revenue while lowering escalations by ensuring SLA compliance for ticket responsiveness. • Automated trouble ticket classification/tagging by developing a ticket pipeline with Machine Learning models to efficiently direct issues to the correct teams, enhancing issue resolution processes. • Saved the customer experience team 50 hours per month by designing an API that integrates system data and applies ML for sentiment analysis on CSAT surveys, streamlining data review and classification.
Led projects from ideation to execution, integrating vast data into strategic reports to enhance decision-making processes across the organization. • Developed Tableau dashboards by mining data from multiple sources and writing custom SQL queries, enabling management to visualize operational data effectively and make informed decisions. • Collaborated with cross-functional teams, using data analysis to drive process improvements and optimizing efficiency while serving as the Team Lead and SME for data-related needs in the Executive Relations department.
Facilitated strategic projects/initiatives, driving significant advancements in the Executive Relations department through insightful analysis and impactful recommendations. • Enhanced internal processes, training, and QA programs, refining customer interaction oversight and staff development to elevate service quality. • Directed staffing, hiring, and budget management, executing strategic plans for team expansion and ensuring efficient resource allocation. • Managed diverse projects, fostered business partnerships, and strengthened cross-channel relationships • Elevated CX by streamlining processes and reducing unnecessary customer touchpoints, identifying and implementing targeted solutions. • Cultivated a dynamic team culture with recognition programs, contests, and incentives, fostering engagement and productivity.
Led 5 supervisor teams totaling 65 employees, directly engaging with C-suite executives to report on project statuses. • Advised senior management with proactive feedback, driving key strategies that promoted department-wide employee development and optimized performance. • Monitored and controlled all service, cost, and human resource aspects related to Key Performance Indicators (KPIs), achieving notable improvements in operational efficiency and employee engagement.