Product Manager

• 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.

• 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.

• 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%.