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My Experience

Associate Product Manager, Vroom - New York, NY

June 2017 - March 2018

  • Subject matter expert on customer support, tools and operations

  • Defined user requirements, product backlog, deliverables and documentation for squad

  • Conducted user interviews to understand problems and pain points of customer support team

  • Researched and mapped out customer journey for various points of interaction with customer

  • Planned sprints with engineers and maintained the team's product backlog

  • Managed product launch of an internal tool to provide support agents with visibility into customer vehicle delivery status

  • Met goal of increasing solve rate of support-related tickets to 70-80% in 6 months

  • Worked with Senior Product Managers to develop quarterly product roadmap and define KPIs

Community Manager, Vroom - New York, NY

September 2016 - May 2017

  • Addressed customer feedback and concerns via social media channels (Facebook, Twitter, Google Reviews, automotive information websites such as CarGuru, Cars.com, etc.)

  • Organized all of the company’s social media and lead generation accounts for customer feedback

  • Managed VIP loyalty program for repeat and referral customers

  • Formalized NPS (Net Promoter Score) data feedback reporting for visibility for the company

Analyst & Customer Operations Specialist, Vroom - New York, NY

April 2016 - August 2016

  • Responsible for communicating and educating customers on the Vroom website and inventory

  • Redirected leads and post-sale questions to additional customer-facing teams

Customer Support Associate - Temporary Staffing by Suzanne - New York, NY

November 2014 - February 2016

  • Assisted on assignments with a variety of duties including: answering customer communications by phone and email, managing customer feedback, organizing databases, reviewing and compiling HR records, data entry, and project management

Director of Operations, WRPS - Washington, D.C.

March 2012 - August 2014

  • Created detailed reports for 15+ accounts for quarterly meetings between advisors and clients

  • Researched and analyzed mutual funds, stocks and life insurance for financial advisors

  • Developed and implemented a system to assist clients retiring from senior government positions with filing government-related financial documents

Experience: Experience
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