A motivational, team-oriented Product Support Manager with extensive experience in technical operations, product management, and Client Success. I have led technical projects of a wide scale, from setting up mobile POS systems for a high end jewelry company to enhancing product onboarding for clients in a startup. Multitude of experience across industries (Lifestyle, education, retail, machine learning, tech, fashion). Experienced in managing multiple projects at once and working beyond assigned role. Excellent interpersonal, presentation and onboarding/consultancy skills. Certificates in: Project Management, Data Analytics, Data Protection
• Scaling support for a global team of 20 support agents by leveraging AI Machine Learning and automation for an optimised customer experience. • Championing the designated product and developing training materials, conducting internal training, and creating documentation for internal and customer-facing processes. • Consulting clients with data-driven reports to drive growth and reduce churn. • Analysing customer feedback and developing roadmaps with Product team. • Handling escalations from the customer support team, and if needed escalate issues to the appropriate internal channel.
• Proven track record in improving product and operations using quantitative and qualitative data. • Data-cleaning spreadsheets to use for on-boarding procedures for over 190k students. • Aggregating feedback from Hotjar and proposing product enhancements based on customer voice. • Working with Product Managers and Engineers to improve platform with collaborative projects and managing JIRA tasks. Tassomai helps schools with low engagement, monitoring schoolwork, and administrative efficiency. • Tier 3 technical support and onboarding for schools and private subscribers, and proactive customer success. • Data Protection Officer course-certified and managing GDPR queries.
Machine learning consultant helping with operational tasks (freelance). Marketing startup powered by AI and machine learning technology. Helping make creative decisions backed by data for clients including Mondelez, Johnson & Johnson, Unilever and Heineken.
• Maintaining the dating platform's technical operations are running at optimal efficiency. • Analyze UX with product and build reports for the relevant teams. • Troubleshoot bugs and resolving independently or escalating to developers. • Managed quality assurance of the platform's moderation team.
• Led a project to implement a full-scale electronic movement at the Canadian Flagship store, including Mobile POS, engraving machine, and on-site IT support. • Conducting Quality Assurance inspections on gemstones and jewelry, and composing corresponding reports. • Optimizing operational budget by introducing lean practices, including in-store repairs and utilizing abandoned resources for new purposes. • Achieved 2nd-highest client satisfaction score at Canadian Flagship.
• Troubleshooting client iPhone, iPad and Apple Watch technical issues and resolving them to ensure prolonged customer success. • Led team-wide communications on technical procedures and updates. • Achieved high satisfaction rating during technical appointments with 120% turnaround efficiency. • Trained new technicians with on-boarding and shared best practices.
• Provided individual and B2B clients with industry-leading consultations incorporating trends, budget, and timeframe. • Recognized for 2nd-highest client satisfaction score at Canadian Flagship. • Ensuring prolonged customer success with maintenance advice, product recommendations, and event invitations. • Developing business through prospecting and retaining clients via COMPASS (in-house CRM platform) analysis.
• Responsible for providing a child friendly environment resulting in positive hospitalization experiences for patients and their families.