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Skills

  • Budgeting
  • P&L Management
  • Product development
  • Client training and education
  • Problem resolution
  • Product launch management
  • Client communication
  • Business operations
  • Organization
  • Process improvement

Work Experiences

  • Assisted in securing Scrum Master for ServiceNow.
  • Experimented with marketing channels such as paid acquisition, social media, and creating new content.
  • Oversaw marketing projects from conception to completion, including conceptual planning, schedule management, and final execution.
  • Built a scalable feedback mechanism.
  • Built a scalable feedback mechanism that captured real-time user insights, enabling a 32% increase in customer-centric feature development.
  • Achieved a 18% reduction in recurring support tickets.
  • Acted as the primary liaison between technical and non-technical departments.
  • Automated repetitive tasks that reduced client onboarding time by 16 weeks, improving the client satisfaction rating by 73%.
  • Captured real-time user insights.
  • Coordinated marketing, sales, and IT processes to align activities with corporate goals.

Summaries

  • Accomplished communicator.
  • Dedicated team leader with experience analyzing market trends and customer needs in order to create targeted marketing campaigns.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Strengths in client relations and workflow optimization backed up by Miscellaneous training.
  • Acted as a technical point of contact between teams.
  • Achieved 7% higher sales figures.
  • Hardworking, results-oriented leader with a track record of project development, team supervision, and campaign improvement.
  • Prepared to bring 3+ years of progressive experience to a challenging position where I can have a long-term impact on the company's and customers' success.
  • Leader who is detail-oriented, attentive, and decisive.
  • Leader who is articulate and driven, as well as having a high level of energy and an engaging personality.

Accomplishments

  • Prepared and presented product roadmap updates to stakeholders, leading to better-aligned product development efforts and a 77% reduction in project delays.
  • Analyzed customer satisfaction metrics, resulting in actionable insights that improved the overall Net Promoter Score by 73%.
  • Reduced technical support workload by 59% through the creation and implementation of a scalable knowledge base and self-service tools.
  • Optimized existing training materials for product Power BI, improving comprehension rates by 52% according to post-training surveys.
  • Streamlined beta testing for new features, rapidly identifying and mitigating 14 higher-priority issues, leading to a smoother product launch.
  • Improved ROI reporting accuracy by developing an automated dashboard, saving 11 hours of manual work per week.
  • Managed beta participation tracking via Power BI, ensuring critical feedback was readily available for development teams.
  • Developed an internal knowledge-sharing platform, reducing cross-functional query resolution times by 17%.
  • Spearheaded technical issue resolution in collaboration with global support teams, improving response times by 49%.
  • Increased operational efficiency by implementing HubSpot for project tracking, reducing task turnaround time by 40%.

Affiliations

  • Technical Product Management Group (TPMG) - Charter Member
  • Project Management Institute (PMI) – Certified Member
  • National Association of Product Support Management (NAPSM) - Member
  • Lions Club
  • Lean Enterprise Institute (LEI) - Continuous Improvement Programs
  • Technology Association of America (TechAmerica) - Member
  • Product Marketing Alliance - Professional Affiliate
  • IEEE Computer Society - International Product Technology Focus Group
  • International Council on Systems Engineering (INCOSE) - Member
  • Customer Success Association (CSA) – Professional Member

Certifications

  • Certified Agile Leadership (CAL)
  • Certified Customer Success Manager (CCSM)
  • First Aid/CPR Certified
  • Kubernetes Certified Application Developer (CKAD)
  • Oracle Certified Professional, Java SE
  • Certified Business Development Professional (CBDP)
  • Certified in Product Lifecycle Management (PLM)
  • ServSafe
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Data Management Professional (CDMP)

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