Product Management Customer Success

Angel M. Cirilo *********@*****.*** • LinkedIn Profile

Elmwood Park, IL 60707 • 773-***-****

Product / Customer Success Professional

Resourceful and result-oriented professional with a proven history of success in overseeing product management and customer service functions within fast-paced environments. Performance-driven individual coupled with 25+ years of experience in supporting product development activities through execution and delivery of diverse projects. Excel at leveraging product management processes, gathering / analyzing market information, providing strategic planning support, and suggesting new product features to promote innovation. Repeated success in providing project scheduling, developing improvement plans, utilizing various technical platforms, and directing teams to attain high-impact value-added opportunities. Excel at supporting customer needs by analyzing / resolving matters, delivering client required services, forging strategic relationships, and delivering positive experience to ensure fulfillment of client expectations. Ability to empower diverse teams and engage with senior management to significantly contribute to success of growing company. Articulate communicator possessing solid interpersonal, analytical, and managerial skills.

Areas of Expertise

• Product Roadmap Development

• Continuous Process Improvement

• Customer Satisfaction & Retention

• Data Analysis / Quality & Consistency

• Product Management

• Business Development

• Regulatory Compliance

• Stakeholder Engagement

• Team Leadership & Training

• Cross-Functional Collaboration

• Strategic Planning & Execution

• Customer Relationship Management

Career Experience

Product Manager/Facility Management Products Labelmaster – Chicago, IL 2021 – 2023 Plan and oversee facility management products such as safety, shipping, spills, and social distancing. Foster communication between vendors as well as completing customers’ orders with accuracy. Lead continuous improvement efforts on existing manufactured products to attain cost, quality, performance, and customer satisfaction targets.

● Submitted and followed-up on CARs (Corrective Action Response) and proactively determined gaps in quality and manufacturing processes.

● Evaluated internal and supplier material changes to ensure all products meet compliance standards.

● Succeeded in meeting margin goals and product line by 15% through execution of best practices. Associate Product Manager-Labels/Placards Labelmaster – Chicago, IL 2018 – 2021 Liaised with customers, sales team, and customer success to define product specifications to develop high quality products aligning a win-win situation. Met cost, performance, and customer satisfaction goals with applicable measures to enhance existing products. Upheld responsibility for supporting and executing pricing of new products. Conducted market research, gathered product data, and analyzed customer research for efficient and effective work.

● Managed growth margin for products while overseeing quote team’s production and efficiency.

● Reduced costs by optimizing production processes and identifying potential issues, and suitable plans. Product Content Specialist – Labels/Placard Labelmaster – Chicago, IL 2015 – 2018 Utilized PIM system for completion, accuracy, and suitable changes of product data on required basis. Reviewed inventory turnover, sales projections, and other data to meet sales goals while acquiring best sellers and poor performers to product manager’s attention. Communicated product attributes & SLA standards while building supplier partnerships and performing content activities such as editing, applying updates, and supporting technical content.

● Maintained 100% stock on key items by mentoring inventory turn and sales trends.

● Increased web sales by 30% through data information optimization and replicable measures.

● Coordinated meetings with key suppliers to ensure fulfilment of SLA standards along with appropriate compliance and support for ISO programs.

Assistant Product Manager – Books/Health & Safety Products Labelmaster – Chicago, IL 2012 – 2015 Liaised with sales team, customer success, and customers to define product specifications to develop high-quality books, health, and safety products. Led continuous improvement efforts on existing manufactured products to achieve cost, quality, performance, and customer satisfaction targets. Submitted and followed-up CARs as needed as well as evaluated internal / supplier material changes to ensure products meet compliance standards.

● Upheld responsibility for supporting and executing pricing of new products along with overseeing quote team’s production and efficiency.

● Managed the growth margin for products while ensuring accuracy and efficiency. Additional Experience

Product Support Lead Labelmaster – Chicago, IL

Product Management Associate – Labels/Placards Labelmaster – Chicago, IL Customer Service Representative Labelmaster – Chicago, IL Buyer – Packing Labelmaster – Chicago, IL

Education & Credentials

Project Management Certification-Six Sigma Global Institute – 2024 Leadership Certification-Six Sigma Global Institute – 2024 Lean Six Sigman Green Belt Certification-Six Sigma Global Institute – 2024 Data Analytics Certification-Six Sigma Global Institute – 2024 Mentor –Labelmaster “This Way Up” Mentorship program – 2022 Labelmaster Leadership Program – 2019

High School – William H. Well Community Academy

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