Product Manager 1/2015 – Present

Leveraged prior successes to reduce support costs and improved client satisfaction, simplified payment process and increased self service customer acquisition.

• Created User Personas for both internal and external customers, based on data
• Lead the Payment Integration with Zuora, Salesforce and Marketing CRM
• Lead Self-Service Subscription Purchasing Project
• Improved self-service purchases by double-digits, after analyzing drop-off rates
• 20% growth in sales revenue through optimizing subscriptions and pricing model
• Worked with Engineering to communicate the ‘why,’ and not only the ‘what’

Customer Support & IT Manager 11/2013 – 1/2015

Improved internal and external customer satisfaction by 50%, trained 3 direct reports, and lead a smooth transition of the Customer Service software and phone systems.

• Prioritized JIRA tickets for internal support resulting in 60% less support calls
• Improved cross functional relationships with weekly meetings of department heads

Recruiting Analyst9/2013 – 11/2013

Store Manager 2012 – 2013

• Managed a staff of up to 22
• Transformed 3 underperforming stores into profitable ones

Assistant Manager, Shift Lead, Trainer, & Barista 2004 – 2012

Analyzed behavior and Implemented behavioral programs for aggressive children while performing appropriate language modeling for children with speech delays.