Customer Service Manager
Resume:
Email: *********@*****.***
Phone: +1-925-***-****
LinkedIn: www.linkedin.com/in/timmcanulty/
Location: San Francisco Bay Area
Timothy (Tim) McAnulty, M.B.A.
ROLES: EXPERIENCE SUMMARY
Product Team Manager A highly organized and results oriented business leader with 20+ years of
Sr. Product Manager experience in the areas of product management and marketing, project
Product Consultant
management, software engineering, and business operations.
Technical Project Manager
Demonstrated strong team building, negotiation, and communication skills.
Technical Architect
Excellent analytical skills for understanding and resolving complex problems
Sr. Marketing Manager
and evaluating potential solutions. Solid financial modeling, analysis, and
Sr. Business Analyst
pricing experience. Extensive interactions with customers (consumer and
Network Engineer
business), partners, and vendors. Proven track record managing software
Network Manager
development life cycle, in waterfall, iterative, and agile environments. Broad
Systems Manager
Software Engineer knowledge of business operations, including Marketing, Customer Service,
Finance, Risk Management, and Sales. Experience supporting international
TOOLS/METHODS markets and managing global development teams. Strong reputation for
MS Access, Visio, Project leading teams that deliver high-quality results, while managing multiple
Search: SEO, SEM
projects and responsibilities. Passionate about doing the right things, at the
Java, PHP, Ruby on Rails
right times, for the right reasons.
HTTP, HTML, XML, CSS,
JSON, Javascript, SQL
SKILLS INVENTORY
Product Life Cycle Management
Waterfall, Iterative, Agile Technical Product & Project Management, Business Operations:
Development
Jira, Assembla, Confluence
• Market Research, Competitive Analysis, Marketing Collateral, Social
SaaS, RESTful APIs, Cloud/AWS
Marketing, and Search Engine Optimization
Google Analytics, SiteCatalyst
• Business Process Management, Automation, and Improvement
Adobe Flash
•
Data Warehouse User, Business, and Systems Requirements
• Business Case Development
INDUSTRY DOMAINS:
• Financial Modeling, Analysis, and Forecasting
Advertising
• Use Cases and User Stories
e-Commerce
Financial Services • Identity, Authorization, Profile Management, and Security
Mobile Applications
• Market and Product Requirements Documentation
Wireless Services
• UX Design, Wireframes, and Rapid Prototyping
Telecommunications
•
Enterprise (Billing, Payments, Business Continuity and Disaster Recovery Planning
CRM, Reporting/BI) • Data Analysis and Problem Solving
• Project Planning and Management
EDUCATION:
• Fraud Prevention, Risk Management, Collections
MBA, Global Marketing from
•
University of Kansas Software Development and Quality Assurance
BS, Computer Science from
• Product Launch and Market Communications
California State University,
• Sales Support and Training, including Salesforce.com
Chico
• Customer Service, CRM, Online Help Content Management
• Reporting, Analytics, and Business Intelligence
• Strategic Pricing, Monetization, Billing, Payment Processing
PARTIAL COMPANY/CLIENT LIST
• eBay • Sprint
• Yodlee • Plum District
• AT&T Wireless • Marketron
• Postini • Razorfish
Page 1 of 5
Confidential
Email: *********@*****.***
Phone: +1-925-***-****
LinkedIn: www.linkedin.com/in/timmcanulty/
Location: San Francisco Bay Area
CAREER SUMMARY WITH ACHIEVEMENTS
Senior Functional Analyst
Razorfish, January 2014 - present
• Gather, analyze, and document product technical and business requirements for various consumer-facing, web-
based projects.
• Focus on Web-site design, eCommerce, Content Management, Personalization/Profile Management, Security,
and Analytics (SiteCatalyst, Google Analytics)
Product Manager
Marketron, June 2013 – October 2013
• Managed Product Requirements for company’s Advertising Campaign management platform.
• Managed Scrum development process as Product Owner.
• Created internal and user-facing product documentation.
• Created internal process management documents.
• Developed requirements for workflow automation
• Drove technical decisions with Engineering and QA teams for product and process issues.
• Managed service-affecting issues.
• Developed Pricing/Revenue and Yield Management models.
• Focuses included Streaming services, Advertising, APIs, User Profiles, SaaS, radio ad sales operations, and
AWS/Cloud deployment models.
Senior Product Manager
RockYou, September 2012 – October 2012
• Product managed company’s Ads Technology platforms which links national advertisers with Facebook
publishers to provide ads to targeted user, driving internal enhancements, defining new Ad Units, and managing
integrations with external advertising partners.
• Investigated bugs, wrote new feature requirements, assisted the Engineering team, and acted as QA.
• Other focuses include graphic and video advertising, viral and social marketing, and analytics.
• Gained deeper understanding of online advertising models, optimization and targeting methods, and the
promotion of digital goods.
• Developed new Ad Units with Social Marketing features (Facebook, Twitter, Pinterest, etc.)
Senior Product Manager
Plum District, April 2012 – August 2012
• Managed company’s entire e-commerce product platform.
• Increased first-time visitor subscriptions and purchases by 150% and 200%, respectively, using A/B testing
methodology on two web pages.
• Increased performance of engineering team’s Agile/Sprint processes, improving time-to-market.
• Reduced issue backlog and increased delivery of new features across 4 web sites and 2 mobile applications.
• Worked with Release Team to automate product deployment process, using AWS and other Cloud tools.
• Managed Salesforce.com front-end for sales and contracts; improved visibility to contract states and increased
responsiveness to completed sales.
• Designed and drove implementation of new API layer to support light-weight front-end applications.
• Defined and managed interface to new payment processing network.
Page 2 of 5
Confidential
Email: *********@*****.***
Phone: +1-925-***-****
LinkedIn: www.linkedin.com/in/timmcanulty/
Location: San Francisco Bay Area
• Supported customer service, sales, and marketing teams.
• Communicated directly with customers (Buyers and Merchants) to identify and resolve issues.
• Implemented social and viral marketing (via Facebook, Twitter, Pinterest) and analytics (SEO/SEM, Google
Analytics, SiteCatalyst)
Senior Product Manager – Pricing, Billing, and Payments
eBay, January 2010 – April 2012
• Increased effectiveness of global price change processes and reduced time-to-market by 80% through
deployment of internal tools and more iterative cross-functional collaboration process.
• Drove several annual price changes resulting in revenue gains of over $50 million and significant changes in
product consumption rates.
• Streamlined company’s back-end e-Commerce platforms to improve listing-sale-billing-payment flows.
• Managed several API and SaaS enhancement projects for Pricing services.
• Reduced operating costs and decreased time-to-market for promotional price changes by designing and
deploying rules-based pricing engine.
• Managed changes in supported payment methods for multiple global markets.
• Evaluated Search Engine Optimization and impact on Promotional Prices.
• Reduced risk exposure to bad debt by 60% and to underperforming/higher-cost inventory by 50% through
enhanced security controls and account limits.
• Supported strategic pricing initiatives and revenue forecasting requirements.
• Extended Entitlements and Subscriptions platforms.
• Drove development of Workflow Automation platform to reduce time to market by over 50% for most price
changes
• Reduced customer inquiries and selling flow abandonment by 30% each through changes in the way fee
information was presented on site and within company’s CRM platform.
• Managed several projects with Customer Service team to improve system integration and information access
for Web Content Management and Knowledge Base platforms.
• Extensive interactions with customers to understand challenges facing small and medium sized businesses.
Product Management Consultant (contract)
TEK Systems, Client: eBay, February 2009 – January 2010
• Reduced security risk to internal credit card information by 90% through implementation of enhanced
encryption, web authorization, and user experience technologies within Customer Service platform.
• Created new APIs to simplify information exchange.
• Met revenue goals for several price change projects through effective project management of business,
engineering, quality, and customer service requirements.
• Managed changes in supported payment methods.
Senior Product Manager
Yodlee, November 2007 – February 2009
• Drove growth in online bill-pay service (SaaS) to 10 million annual transactions through new product features,
improved user experience, a 500% increase in supported billers, implemented payment processing network, and
improved reporting.
• Supported client implementation projects, sales teams effort, and improvement in CRM performance.
• Managed multiple concurrent projects throughout entire software development lifecycle, including alpha/beta
testing.
Page 3 of 5
Confidential
Email: *********@*****.***
Phone: +1-925-***-****
LinkedIn: www.linkedin.com/in/timmcanulty/
Location: San Francisco Bay Area
Product Management Consultant (contract)
Adecco, Client: eBay, April 2007 – July 2007
• Led requirements gathering and documentation for new CRM platform.
• Conducted in-depth business analysis of contact center’s processes and policies, and defined processes and
technical solutions to address issues resolution, integration of multiple contact channels, and managing online
support content.
• Role ended when contract term expired.
Senior Product Manager
DST Innovis (now AMDOCS), December 2004 – October 2005
• Product managed company's carrier-grade billing and CRM platform for broadband, cable, and satellite
service providers.
• Led improvements in beta testing and product launch processes.
• Areas of responsibility included VoIP, Provisioning, Product Catalog, Collections, and
Mediation/Integration.
• Analyzed customers’ business processes to improve mapping of services and features into targeted
environments.
• Guided company’s platform to leading edge technologies, including OOD and SaaS.
• Supported company's largest satellite customer, and drove custom research and development efforts on
customer's behalf.
Director of Product Management
AT&T Wireless, October 1995 – June 2000
• Developed new line-of-business (Prepaid Wireless) responsible for $25 million in first-year revenue and
200,000 new subscribers.
• Improved customer activation timeframes by 50% and reduced customer churn by 75% through product design
changes that simplified the wireless services activation process.
• Became subject matter expert for all aspects of wireless service and devices, including internal enterprise
platforms for customer support, billing, and fraud.
• Developed and implemented disaster recovery plans for wireless services network.
• Drove internal business analysis to improve new product introduction capability, especially within customer
service department, reducing call volume and increasing customer satisfaction scores.
• Defined and manage beta tests and trial launches to verify service functionality.
• Drove changes in CRM, Billing, Fraud, and Payments platforms to improve customer satisfaction and employee
performance.
Group Manager, Product Management
Sprint Long Distance, January 1985 – April 1995
• Created new revenue streams of $5 million and preserved over $100 million revenue from existing high-profile
accounts through development of new network service products.
• Reduced operating expenses and increased service revenues through deployment of new network routes.
• Managed ongoing disaster recovery plans for network outages.
• Reduced internal employee turnover and increased morale through leadership of quality improvement team.
• Developed new financial model for network construction projects.
• Drove enhancements to CRM platform to improve employee responsiveness during new product introductions.
• Implemented and managed state-of-the-art network surveillance system.
Page 4 of 5
Confidential
Email: *********@*****.***
Phone: +1-925-***-****
LinkedIn: www.linkedin.com/in/timmcanulty/
Location: San Francisco Bay Area
OTHER EXPERIENCES
Technical Project Manager
NetEffects, Client: AT&T, 2006 – 2007
• Project managed the software testing efforts for billing and customer service applications that crossed
company boundaries between AT&T and AT&T Wireless.
Senior Product Manager
Pac-West Telecomm, 2005 – 2006
• Drove development and deployment of leading-edge, web-based VoIP service offering for VoIP service
provider markets.
Business Consultant/Technical Architect
GCI, Client: SBC (now AT&T), 2003 – 2004
• Documented business requirements and designed technical solutions for suggested enhancements to various
enterprise billing systems and applications.
Senior Marketing Manager
PointBase, (now part of IBM), 2002
• Analyzed market opportunities and developed business requirements that described new and emerging
opportunities and strategies for offering the company’s Java database and synchronization technologies to new
target markets.
Senior Product Manager
IXI Mobile, 2001
• Drove design and marketing requirements for advanced wireless gateway products and carrier-grade service
platform for the wireless (2.5G, 3G, 802.x, Bluetooth) Internet market.
Senior Product Manager
Postini (now part of Google), 2000 – 2001
• Product and project managed new integrated email-mobile services.
Business Analyst
American Management Systems, 1995
• Conducted business analysis for cellular service provider, focusing on process flows and methods for
improving customer satisfaction and company performance.
Software Development Engineer
Intel Corporation, 1983 – 1985
• Software Engineer, Microprocessor Support Tools
Page 5 of 5
Confidential
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