Experience

Talkspace November. 2018 – March 2023

Associate Product Manager| Sept, 2022 – March 2023 Remote

Talkspace is a healthtech company providing therapy services online.

Supported product managers in developing product strategies and roadmaps based on market research and user feedback.
- I independently created a novel onboarding flow to simplify the process of verifying customer insurance, reduced time to resolution of 33% of support ticket by 2 days.
Analyze product metrics and user data to identify opportunities for improvement and optimization, contributing to product growth and success.
Assisted in coordinating cross-functional teams (including engineering, marketing, and design) to deliver product features and enhancements.
Monitored project progress and tracked milestones, providing regular updates to stakeholders.

Senior Business Operations Manager| Nov. 2020 – Sept 2022 Remote

Created and evaluated business processes.
Served as liaison with healthplans for resolution of highest importance customer care situations.
Managed Confluence and Zendesk as SME

Customer Support Manager | February, 2020 – November, 2020 New York, NY

Managed team of 5 support members
Handled highest level escalations with 98% satisfaction rating.
Created from the ground up procedures and customer support copy for new sector of business serving businesses and healthplans. Served as SME for the product

Customer Support Lead| November, 2018 – February, 2020

Provide leadership, guidance, and mentorship to a team of senior support staffers, fostering a culture of collaboration, accountability, creativity, and autonomy.

Lunavi July 2023 – Present

Helpdesk Operations Manager Cheyenne, WY