Minnesota State University, Mankato

Product Owner at Leadpages

Greater Minneapolis-St. Paul Area

Leadpages

Product Owner

Junior Product Owner

- Execute performance-specific coaching to cultivate outstanding customer experiences.
-  Create and clarify guidelines with timely, accurate and consistent delivery of updates.
-  Collaborate with QA to ensure high levels of proficiency with services and policies.
-  Document and escalate real-time internal and external software issues with urgency.
-  Coordinate daily staffing routines ensuring channel coverage to maintain SLA goals.

Technical Support Team Lead

- Provided exception support by educating and empowering users on tools and resources.
-  Asked questions, resolved issues and anticipated needs to provide greater product value.
-  Partnered with customers and advocated for individual and market solutions.
-  Interacted with new hires and assisted with shadowing sessions demonstrating skills across email, chat and phone channels.

Technical Support Specialist

- Managed store merchandise daily and report monthly physical inventory
- Continually tracked and assessed employee performance
- Provided ongoing development training
- Optimized customer experience and maintain positive customer and employee collaboration
- Analyzed store staffing needs
- Reported financial and sales status and manage cash inventory
- Built, motivated and developed sales skills while focusing on superior customer service experience

Verizon Wireless

Solutions Manager

- Provided an array of customer service support regarding technical issues, bill questions, account services and device knowledge
- Educated customers about Verizon Wireless products and services
- Empowered customers to resolve issues through company provided self-serve resources
- Coached peers to drive motivation and increase company results and revenue
- Mentored and trained new hires
- Created incentives to drive sales results
- Monitored and addressed employee performance
- Implemented action plans to promote behavior change and drive positive sales performance

Technical Support Coordinator

- Managed and processed daily inventory
- Conducted wireless workshops to help customers learn how to use products and devices
- Provided positive experience for guests while building value in products and services
- Performed with excellence in fast paced environment with highly competitive sales goals

Sales Representative

- Provided customer service troubleshooting, education or sales needs
- Educated customers on company devices and self-serve opportunities
- Provided administrative functions including cash management and inventory management

Customer Service Representative

Hired by Verizon Wireless through agency to be first point of contact when entering retail location.
Provided a friendly face and promptly checked in guests to maintain order and provide services efficiently.

Hope Peck