Product Manager

Rate, USD
$70 / hour
Work schedule
Full Time,
Language skills
Hire me

Hire me

Jobicy Account
You need an employer account to access the resume database.

About me

Program Manager and Customer Experience Strategist with a proven track record in Voice of the Customer (VoC) initiatives and NPS programs. Specialized in leveraging AI-driven insights to elevate customer love and drive product improvements. Open to opportunities as a Product Manager or Program Manager in Customer Experience.

Professional area


The user has not yet completed this section


11/2021-Current Program manager, voice of the member @ Chime

• Oversaw and continuously improved operational processes, managing projects, files, and timelines to meet deadlines.
• Identified gaps in automations and functionality, working cross-functionally to resolve defects and improve quality of experience.
• Crafted and defined KPI metrics such as NPS and CSAT to quantify process improvements and assess customer impact.
• Worked cross-functionally with internal stakeholders to execute on immediate roadmap action items aligned with product team priorities.

09/2017-11/2021 Operations coordinator @ Community health choice

• Led the enhancement of operational processes by effectively managing projects, files, and timelines for completion.
• Worked cross-functionally to identify and resolve gaps in automations, enhancing the overall quality of experience.
• Defined key metrics like NPS and CSAT to collect data and quantify process improvements and customer impact.

9/2017-11/2021 Call Quality analyst @ Community health choice

• Led quality program revision to improve employee satisfaction by 10%.
• Created quality standards document, reducing rebuttals by 22%.
• Coached agents to reduce compliance failures by 15%.

Recommend this talent

Recommend this specialist