Manager Customer Service
Resume:
SEJAL N. SHAH
San Jose, CA 95123
***********@*****.***
OBJECTIVE
To lead key initiatives & provide strategic solutions for a customer
centric experience by utilizing my product management expertise in payment
platforms, mobile applications and consumer experience.
KEY ACCOMPLISHMENTS
- Selected by senior management to lead a key software experience focused
on increasing market share by targeting first time smartphone buyers. Droid
RAZR M launched worldwide Q42012 is powered by this software experience.
Responsibilities included: initiation of consumer insights research to
understand target segment and market size, research and gathered
requirements based on user needs, prioritized requirements & scope based on
timelines, influenced design to address target segment pain points,
prioritized design research goals for iterative usability testing, scoped
UI and requirements based on user feedback from usability testing. Software
experience met the key needs of first time smartphone users -
http://www.youtube.com/watch?v=4A7vAcmQHvw&feature=relmfu.
- Managed & gathered end-to-end requirements, prioritized & managed design
decisions, requested user testing and managed carrier negotiations to
improve the initial power-up & out of box experience. Shorter setup
process and streamlined out of box experience resulted in reduced customer
call volume and reduced the number of devices returns for Motorola and top
carriers.
- Recognized problem solver and owner of "thorny situations" by team
members
WORK EXPERIENCE
MLSListings, Inc., Sr. Product Manager, Mobile & Web
Sunnyvale, CA 02/13 -02/14
. Manage mobile application roadmap for iOS and Android, feature
prioritization, enhancements and escalations with 3rd party
development team
o Launched mobile app versions 1.95 and 2.0 on iOS and Android to
introduce Agent Branding feature, Home Assist and integration of
CoreLogic/Matrix Tax Info
. Lead product manager for a new consumer facing product vertical
(confidential)
o Lead recommendation, competitive research and prioritization of
features
o Analyze and prioritize new and existing backend data fields to
support front end experience
. Responsible for redesigning the customer facing Listing Management
portal by simplifying input of property details, introducing auto-
magic solutions and enhancing the user interface
. Collaborate with the Outreach & Marketing team to address customer
impact, prioritizing requirements from the field and recommending
outbound communication
. Managed consolidation and deprecation of 1000+ backend data fields
(new and old) for upcoming CoreLogic platform migration & conversion
. Developed a deep understanding of the business & engineering logic on
data distribution models to improve transparency for customers
Motorola, Inc., Product Manager, Android Applications
Sunnyvale, CA 02/10 -08/12
. Managed and prioritized requirements based on user needs for key
mobile applications shipping on lead devices such as Droid X, Droid 2,
Droid 2 World Edition, Cliq 2, Atrix, Droid Pro, Droid RAZR, and
Atrix2 for top carriers (Verizon, AT&T, Sprint, T-Mobile)
. Managed end-to-end experience & product life cycle for core device
applications such as Contacts, Dialer (Phone), Motorola aggregated
Social Networking (FB, LinkedIn, Twitter), Weather, News, Initial
Device Setup (Out of Box) and Settings. Projects such as:
o Motorola Smart Contacts & Emergent Groups, which launched on
Atrix2, Droid Bionic, Droid Global. This feature surfaced the
most important contacts contextually for a user in Contacts,
Text Messaging and Calendar by understanding user patterns and
usage data
o Analyzed & prioritized the value of existing features and UI
enhancements for the migration of the Motorola Contacts
application to leverage base Android while integrating key
carrier customizations. Launched on Atrix2, Droid Pro and all
future devices
o Managed carrier negotiations, platform requirements & carrier
requirements
. Strategized & presented product roadmap & customer solutions from
initial pitch (ideation) to execution to CEO, Senior Executives and
Carriers.
. Deep understandinganalysis of new Android platform releases and
integration points with Motorola applications
. Led competitive analysis for 3rd party Google Marketplace (Play) apps
for Facebook, Twitter, MySpace on Android, iPhone, Blackberry and
other competitive devices
. Managed feature prioritization, business relation and carrier
negotiations with top tier carrier account teams such as Verizon, AT&T
& T-Mobile as well international carriers in Asia, LatAm and ROW
. Drove down top customer dissatisfaction issues with innovative product
solutions and new feature support
. Established new partner relationships and evaluation of new business
opportunities to increase revenue
. Evaluated scalability of existing and new experiences for next
generation Android tablets
. Led prioritization & design of key features with global engineering,
UI/UX designers, user research and test teams
. Strategized new features based on competitive analysis, customer
feedback, marketing research and latest trends
EBay Inc., Global Billing Integrations Manager San Jose,
CA 07/09 -01/10
. Led & managed the integration of business units (Half.com, Stubhub,
Giving Works) and corporate initiatives such as the eBay Buyer
Protection program onto the Global Billing & Payments Platform by
providing an end-to-end billing solution
. Gathered requirements and understood the gaps to address product
enhancements while building for a scalable business solution to
optimize resources and timelines
. Drove communications with cross-functional teams and stake holders
such as Finance, Collections, Audit/Policy, Product Development and QA
to ensure all systematic and manual processes are in place for a
successful launch
. Prioritize & gather product requirements to build tools to optimize
manual processes such as the audit process
Fixya, Inc., Product Manager San Mateo, CA
03/09 -06/09
. Increased traffic & SEO by introducing user manual catalogs to
homepage & product details page
. Increased monetization opportunities by leading integration and
placement of product warrantees onto homepage, product detail pages
and in the check-out experience
. Evaluated and managed partner relations to introduce additional
payment options through merchant services such as PayPal & Amazon to
increase conversions
. Established and measured and key metrics for page conversions and web
traffic for new and existing verticals
PayPal, Global Market Places, Product Marketing Manager San
Jose, CA 08/08 -11/08
. Analyzed use cases where a Buyer's transactions are declined, and
prioritized future product enhancements based on analysis
o Results would include improved error messaging which would allow
Buyer to complete a transaction thus increase in revenue
. Gathered project requirements to improve granularity of metrics
dashboard and understand details for Buyers lacking financial
information
o Results would include assessing new data and prioritizing phase
II of the project which would be to improve front end user
experience where ROI is highest
. Analyzed & captured first time buyer experience to support a tailored
email consolidation program
. Evaluated key metrics for the PayPal and eBay buyer experience
business
Yahoo! Inc., Premium Services Platform, Product Solutions Manager
Sunnyvale, CA 03/06 -08/08
. Engaged existing and new business units to the core functionality &
capabilities of the premium services platform
. Prioritized & owned relations with internal business units such as Y!
Personals, Y! Games, Y! Sports, Y! Finance, Y! Connected Life (Mobile
& Home) and Flickr
. Managed & prioritized the launch of new services, products, campaigns
& promotions on the Yahoo! network with internal business units and
external partners such as Arby's, Blockbuster, Pepsi, UFC
. Provided support to business units to reduce production issues (call
volume, customer service tickets etc) and ensure a customer centric
experience
. Recognized & mitigated potential risks for business units and
customers prior to launching a premium service
. Analyzed business needs and translated into PSI requirements.
. Cross-functional communication with Finance, Legal, Marketing, and
Paranoids to ensure successful quarterly SOX audits.
Yahoo! Inc., Y! Real Estate, Product Management
Sunnyvale, CA 06/05 -10/05
. Analyzed and implemented ways to drive traffic from search engines to
Yahoo! Real Estate such as improved meta data tags for SEO/SEM and
enhanced content
. Performed competitive analysis for redesign to improve overall look &
feel of Yahoo! Real Estate.
. Monitored and reported key metrics for the various Yahoo! Real Estate
properties on a weekly and monthly basis
TECHNICAL
Platforms: Android, Motorola Cloud Services, Payment Systems & Platforms
(Ebay, PayPal, Yahoo!),
Technologies: HTML, Database systems & architecture concepts, client/server
systems, cloud services
Tools: DDMS, Jira, Bugzilla, Asana, Salesforce
Applications: Photoshop, GarageBand, iMovie, CoolEdit Pro, WordPress
OTHER INTERESTS
Tablets, Mobile applications/software, Social Networking (Facebook,
LinkedIn, Flickr), Mobile Devices, eCommerce, Electronic Billing/Payments,
User Experience, Usability Testing, Android applications, Blogging, Carrier
negotiations, Product Planning & Strategy, Customer presentations, Audio &
Video Editing
EDUCATION
Bachelors of Science, Business Administration (Management Information
Systems)
University of California, Riverside
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