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 ImprovementProduct SupportProgram 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%.
Recommend this talent
Related resumes
-
Seasoned Language Specialist
Hello, I’m Veridiana. It’s nice to meet you!
-
Project Lead
Myself Syleshprabu, having 7 years of IT and Project Management experience to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills.
-
Customer Success Operations
Accomplished and dynamic Customer Success Operations Manager with 10+ years of experience, consistently orchestrating transformative enhancements in employee productivity, sales performance, and profitability. Demonstrated proficiency in elevating operational efficiency through strategic cost reductions, customer satisfaction initiatives, and the implementation of advanced training programs.
-
Business Analyst
Experienced and passionate Business Analyst with over 5 years of experience evaluating and improving business applications. Adept in analytical thinking, communication, and building strong relationships with business partners.
-
Product Consultant
With a strong background in advancing the growth of digital marketplaces and forming strategic partnerships, I’ve led product operations and marketing strategies at companies like Roku and Flipboard.
