Product Manager
- Location
- United States
- Rate, USD
- $70 / hour
- Work schedule
- Full Time,
- Language skills
- English
- Available for Hire
- Yes
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
Skills
Analytical SkillsBankingBusiness AdministrationBusiness AnalysisBusiness StrategyChange ManagementCollaborationCollaborativeCommunicationCommunication skillsCommunity BuildingConfluenceCRMCustomer Journey MappingCustomer RelationshipCustomer ResearchCustomer RetentionCustomer ServiceData AnalysisEnglish languageEvent ManagementGoogle WorkspaceProcess ImprovementProgram DevelopmentProject ManagementSalesforceStrategyUser ResearchVendor Management
Education
The user has not yet completed this section
Experience
- 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%.
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