Product Manager

● Successfully supported and developed product strategy initiatives for application development, testing, and deployment, resulting in a streamlined development process and improved efficiency by 20%.
● Facilitated effective communication across cross-functional teams, summarising complex technical topics into easily understandable terms for diverse audiences, promoting engagement, awareness, and to execute decisions aligned with user insights alignment.
● Proficiently using Zendesk for troubleshooting technical issues and serving as a liaison between development, support teams and customer communication, ensuring seamless support operations.
● Utilised Azure DevOps in collaboration with stakeholders to identify potential risks & solutions, achieving successful delivery on all change management projects within an average timeline of 6 weeks and meeting objectives.

● Successfully managed end-to-end hearing processes to a high standard for up to 4 cases per week, ensuring timely completion of all pre- and post-hearing activities.
● Providing first-level technical support to hearing participants on software and applications, resolving an average of 7 issues per day.
● Proactively managed caseload utilising legal precedents to subsequently address 86% of cases within their scheduled window.
● Through GDPR compliance, managed documents & evidence for 150+ cases resulting in successful resolution and adherence to regulatory guidance.

● Collaborated with the judiciary, senior staff and other stakeholders on a transformation project, decreasing paperwork storage space by 40%, while increasing operational accuracy by 10%.
● Maintaining the court hearings system through the controlling and enlisting of Judges as well as coordinating the allocation of work to Judges and courtrooms to secure the optimum use of resources.
● Translating written court correspondence communications between English and Dutch.
● Conducted daily intake of incoming emails and phone calls, efficaciously routing calls to appropriate personnel and responding to 300+ inquiries & requests.

● Streamlined record-keeping processes, eradicating nearly 300 backlogged cases and resulting in an average daily file destruction rate of 15%.
● Determined cost improvement measures and constructed efficiency plans to encourage office optimization, increasing employee productivity by 15%.
● Collaborated seamlessly with cross-functional teams and stakeholders, excelling in communication and eliciting precise requirements resulting in accelerated on-time delivery of overdue performance data by 57%.
● Developed customised Excel dashboards for tracking KPIs and presenting performance metrics to senior leadership, resulting in a 25% improvement in decision-making accuracy.