About
Highly results-driven Product Manager with a robust background in customer support and business development. Expert in leading product strategy, optimizing user experiences, and managing high-performing cross-functional teams. Passionate about developing scalable solutions that enhance customer satisfaction and accelerate business growth.
Work
ARCHWARE TECHNOLOGIES
|Product Manager
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Summary
Led product development and strategy for educational and health tech platforms, focusing on roadmap execution, feature integration, and user feedback.
Highlights
Spearheaded product development for ArchwareEdu and ArchwareHealth, managing comprehensive product roadmaps, feature testing, and critical user feedback integration to drive product evolution.
Managed and mentored a product team, optimizing workflows, tracking deliverables, and implementing knowledge-sharing sessions that significantly boosted team productivity.
Designed and delivered comprehensive training and onboarding programs for new employees, ensuring rapid integration and deep understanding of proprietary solutions.
Executed in-depth market research and competitive analysis, strategically positioning Archware's products for maximum industry impact and market penetration.
Initiated and managed a monthly quiz program for product and marketing teams, effectively identifying knowledge gaps and enabling targeted training interventions.
Partnered with HR and Corporate teams to streamline onboarding processes and develop comprehensive product FAQs, enhancing client support efficiency.
Successfully engaged potential clients through compelling presentations and product demonstrations, converting trial users into paying customers and expanding the client base.
Participated in the weekly management meetings, providing critical updates on project progress, task allocation, and strategic product roadmap advancements.
RAIN INTERNATIONAL
|Customer Support Officer
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Summary
Managed high-volume customer interactions and resolved complex issues, enhancing customer satisfaction and retention.
Highlights
Managed over 200 daily customer interactions across multiple channels (phone, email, live chat), ensuring timely and organized resolution.
Streamlined order processing, activation, and modification across diverse communication channels, leveraging customer feedback to convert one-time customers into loyal repeat clients.
Maintained meticulous customer records and complaint logs using Exigo CRM and Google tools, ensuring high data accuracy and comprehensive documentation.
Achieved 100% customer satisfaction by expertly resolving escalated queries through active listening, empathetic communication, and strategic problem-solving.
Participated in the Product Knowledge Enhancement Training (PKET) programs, significantly improving team performance and fostering a positive working culture.
Ensured consistent adherence to customer interaction processes and policies, maintaining a professional and empathetic approach that elevated overall customer satisfaction.
Identified and recommended best practices that contributed to an increase in customer profit margin.
BLACKMAN ENTERPRISE
|Business Lead (Remote)
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Summary
Directed remote business operations, focusing on customer relations and efficient request management.
Highlights
Directed and oversaw daily business operations, ensuring smooth and efficient workflow.
Managed and responded to all inbound customer requests promptly and professionally, ensuring high satisfaction.
Proactively identified and assessed customer needs by analyzing feedback, leading to improved service delivery.
Maintained accurate customer records and ensured timely follow-up on all ordered goods.
MASTERS VILLE SCHOOLS
|Primary School Master
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Summary
Developed and implemented engaging educational strategies for primary school students, fostering a positive learning environment.
Highlights
Designed and implemented an effective communication framework tailored for primary school students, enhancing learning engagement.
Prioritized and aligned lesson plans with core curriculum objectives, ensuring comprehensive educational coverage.
Leveraged diverse class resources and innovative teaching methodologies to cultivate an inspiring and effective learning environment.
Managed and resolved parent inquiries, complaints, and issues, maintaining strong parent-teacher relationships.
Certificates
Customer Service Training
Issued By
Growth Hub
Skills
Product Management
Product Roadmap, Feature Testing, User Feedback Integration, Market Research, Competitive Analysis, Product Demonstrations.
Team Leadership & Development
Team Management, Task Assignment, Deliverable Tracking, Knowledge Sharing, Training & Onboarding, Mentorship.
Customer Support & Relations
Customer Interaction Management, Customer Service, Complaint Resolution, Customer Satisfaction, Customer Retention, Customer Empathy, Inbound Call Handling, Email Support, Live Chat Support.
Business Operations
Process Optimization, Policy Implementation, Business Development, Client Conversion, Business Strategy.
Communication & Collaboration
Verbal Communication, Written Communication, Active Listening, Cross-functional Collaboration, Presentations, Slack, Google Meet.
Project & Task Management
Prioritization, Problem Solving, Decision Making, Task Management, Time Management.
Software & Tools
Zendesk, Exigo (CRM), Google Workspace (Docs, Sheets, Drive), Microsoft Office Suite (Word, Excel, PowerPoint), Email Templates.
Interests
Reading
Conceptual Learning, Vocabulary Expansion, Personal Growth.
Exercise & Fitness
Stress Reduction, Physical Wellness, Community Engagement, Mental Health.
Networking & Collaboration
Growing Network, Opportunity Generation, Idea Generation, Meeting New People.