A dedicated product professional with over 5 years of experience leading SaaS projects, focusing on delivering customer-centric solutions.
Experience in overseeing product lifecycle from conception through launch, including roadmap development and stakeholder communication.
Proficient in Scrum and Kanban frameworks to facilitate iterative development and team collaboration.
Conducted customer research and competitive analysis to inform product features and positioning.
Managed multidisciplinary teams to deliver projects on time and aligned with strategic goals.
Data Vimenca
Assisted customers in conducting financial transactions, such as sending and receiving money., Delivered in-person service with attention to accuracy and regulatory compliance.
CONDUENT (Sprint Account)
Provided technical support for Sprint's home and mobile phone services., Diagnosed network connectivity issues, device errors, and escalated complex technical problems., Guided customers through troubleshooting steps and service restorations.
TELEPERFORMANCE (Turo Account)
Delivered email and live chat support related to billing and account disputes for Turo car-sharing customers., Handled refund requests, overcharges, and subscription billing inquiries., Maintained documentation and compliance with privacy policies.
UNO / Blackhawk Network
Provided email and live chat support for customers using rebate programs from major retail partners., Assisted with account verification, reward redemptions, and troubleshooting portal issues., Supported Hot Topic, BoxLunch, Her Universe customers with order tracking, returns, replacements, and refund processing.
High School Diploma
Entrepreneurship Certificate
Excel Certificate (Basic–Advanced)
English Immersion Program Graduate
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Gathered and prioritized user feedback to guide product improvements and user satisfaction initiatives.
Bath & Body Works
Handled high-volume inbound customer service calls regarding product inquiries, order issues, and returns., Delivered personalized support and ensured first-call resolution., Escalated unresolved issues and documented all interactions in CRM system.
Optometry Clinic
Scheduled appointments via phone and chat for patients, ensuring accuracy and efficiency., Managed daily calendars and followed up with clients for appointment confirmations and rescheduling.
