Brigham Young University

Product Manager at eFileCabinet

Draper, Utah, United States

eFileCabinet

Product Manager

Divvy is a secure financial platform for businesses to manage company credit cards and payments, build strategic budgets, and eliminate expense reports. By integrating real-time tracking for every business transaction, Divvy provides organizations with instant insight into their spend.- Owned the customer signup experience and roadmap. Led a cross-functional team of 10 through analysis, prototyping, designing, planning, and delivery of a signup flow that resulted in significantly increased signup ease and speed lowering overall customer acquisition cost.- Managed relations with internal teams and third party vendors for several integrations (Plaid, LexisNexis - ThreatMetrix, Dun & Bradstreet, GIACT, Docusign) that enabled faster underwriting and compliance checks.- Delivered platform and experience improvements that resulted in a 53% decrease in unwanted blocked card declines over a 3 month period, and 10-15% decrease in overall card declines.- Oversaw physical card fulfillment enhancements that enabled shipping physical cards directly to customers from our partner bank which cut 30-40 hours of work each week, saved $4,000-5,000 in monthly shipping costs and increased the speed customers received their cards by 3-5 business days.- Delivered improvements that allowed internal teams to request replacement cards and ship them to the appropriate address saving 5-10 hours per week. Included improvements to the customer experience for managing their physical card.

Divvy  -  Inc.

- Hired, trained, and managed the Customer Support team from being solo to 8 employees. Responsible for all customer support matters as we grew from 20 active customers to over 2,500 in one year.- Managed a team that maintained 95% satisfaction rating for over 10,000 chat conversations. Maintained less than 2-minute average initial response time for customer chats. Inbound calls were answered immediately with no queue.- Implemented project ownership and individual goals on the team to help further team and business objectives and encourage personal career growth and development.- Collaborated on a transaction dispute process for customers to submit disputes via a form that created a ticket in our system to track and manage with our banking partner saving roughly 10-15 hours each week and improved resolution times.

Director of Customer Support

Qzzr helps top brands like ESPN, LinkedIn, HubSpot, Red Bull, and Marriott to create intelligent interactive content resulting in increased exposure, engagement, conversions, and insights. Last year, over 350 million people used our tools.- Managed a team of 2 remote customer support reps, 20+ enterprise level accounts, and oversaw all support matters for 1,000 paid customers and 5,000+ free users.- Built a messaging outreach cadence to customers with upcoming renewals and executed manual efforts resulting in 30-40% reduction in churn rate over a 6-month period.- Frequently joined sales calls to aid in closing deals. Upsold 5-10 free users to our paid plans each month. Maintained over 96% satisfaction rating on customer chats.

Qzzr

Manager of Customer Success

- Completed on-boarding and implementation calls with new customers. - Excelled in troubleshooting and identifying bugs and customer experience gaps in the software. Logged issues and escalated them to Product and Engineering in daily stand-ups.- Assisted QA team in regression testing.

Moki.

Customer Success Specialist

Developed curriculum and taught computer and software classes at the Provo City Recreation Center.  Worked closely with program director to market the classes to the public.

Provo City

Senior Computer Instructor

- Worked with team of ~20 to ensure that events were smooth, complete, and remarkable for participants. Each event had between 5,000-10,000 participants. - Event execution required significant problem solving skills, logistics, organization, communication, and people management in a short amount of time. - Maintained a professional yet fun persona in front of thousands of people to represent The Color Run.

The Color Run

Event Specialist - MC & DJ, Volunteer Coordinator, "Road Warrior"

As an Adobe Student Rep, I’m responsible for driving awareness, engagement and excitement for Adobe Creative Cloud within the Brigham Young University community through social media, word-of-mouth, strategic partnerships, and sponsored events• Execute on campus workshops, training students in design techniques, aesthetics and tools• Customize social media campaign across personal channels to promote Adobe initiatives• Cultivate presentation skills through word-of- mouth/guerrilla marketing campaign on campus

Adobe

Adobe Student Representative

Worked with their testing development teams to write and review questions for software certification exams administered around the world. (Adobe Creative Suite, Microsoft Office Suite) Testing questions had to meet given standards for varying difficulty levels and be technically reviewed before beta testing.  Participated in exam quality assurance processes.

Pearson VUE

Software Subject Matter Expert - (Independent Contractor)

Software instruction for faculty and students at Brigham Young University.  Develop, create, and write curriculum for classes on several Adobe and Microsoft programs. Market and advertise IT Training's services to the BYU community.

Chris Cutler