Product Manager Quality Assurance

Stanley Florence

Las Vegas, NV • LinkedIn • 702-***-**** • *************@*****.***

Experienced Senior Customer Experience Professional and Associate Product Manager with a strong background in customer and tech support, focused on managing multiple subscription-based niche products and brands. I bring a unique blend of customer-focused insights and product management expertise, ensuring that products not only meet market demands but also exceed customer expectations. Passionate about creating user-centric solutions that drive engagement and loyalty, I am excited to contribute to a forward-thinking team that values innovation and customer satisfaction.

Key Qualifications

Customer-Centric Approach

Quality Assurance

Process Improvement

Conflict Resolution

Customer Journey Mapping

Critical Thinking

Customer Retention Strategies

Product Lifecycle Management

Strategic Planning

Market Research and Analysis

Roadmap Development

User Experience (UX) Design

Agile and Scrum Methodologies

Data-Driven Decision Making

Stakeholder Management

Technical Proficiency

Product Vision and Strategy

Competitive Analysis

Project Management

Risk Management

Feature Prioritization

Budget Management

KPI and Metrics Tracking

Sprint Planning

Product Requirements Gathering

Technical Documentation

Market Trend Analysis

User Story Creation

Prototyping and Wireframing

A/B Testing

Product Launch Strategy

User Analytics and Insights

Competitive Benchmarking

Customer Journey Mapping

Negotiation Skills

Product Positioning

Feature Validation

Product Backlog Management

Collaboration with Development Teams

Agile Metrics and Reporting

Customer Feedback Integration

Professional Experience

Reflex Media Associate Product Manager October 2021 - February 2023

●Collaborated with Senior Product Leaders and cross-functional teams to drive product development and enhancement by conducting market research, analyzing customer needs, and integrating feedback to shape impactful product roadmaps.

●Supported the creation and execution of product strategies by analyzing market trends, competitive dynamics, and customer needs. Collaborated to set and align product goals with the company’s strategic vision.

●Created and maintained comprehensive product documentation, including user manuals, technical specs, and release notes, ensuring accuracy, currency, and accessibility for all stakeholders.

●Collaborated with engineering, design, marketing, and sales teams to foster effective communication and coordination throughout the product development lifecycle.

●Conducted market research and competitive analysis to identify trends, customer preferences, and differentiation opportunities, providing actionable insights for product strategy.

●Assisted in planning and executing product launches, coordinating marketing efforts, training sales teams, and ensuring a seamless transition from development to market.

●Analyzed product performance metrics, user feedback, and data to evaluate success, drive optimizations, and guide future product decisions.

●Advocated for the product internally and externally, clearly communicating its value proposition and features while supporting sales and marketing in targeting and promoting to customers.

Reflex Media Senior Customer Support Analyst September 2018 - October 2021

●Mentored a team of Customer Support Advocates, delivering comprehensive guidance, support, and training to ensure exceptional service delivery and skill development across the team.

●Investigated and resolved complex customer issues and complaints, consistently achieving a resolution rate of 96% and maintaining an average response time of 24 hours.

●Provided in-depth product knowledge and personalized recommendations, contributing to a 80% increase in customer satisfaction scores.

●Monitored and analyzed customer support metrics, including ticket volume and resolution times, to identify trends and areas for improvement.

●Developed and maintained a knowledge base with accurate information on common issues, troubleshooting steps, and best practices, improving support efficiency and consistency.

●Collaborated with cross-functional teams, including product development, quality assurance, and sales, to ensure a seamless customer experience and provide actionable feedback for product enhancements.

●Communicated directly with customers through email, chat, and other channels, addressing inquiries, providing updates, and ensuring a positive experience.

TECHNOLOGIES, AND PROGRAMS

G-Suite

Microsoft 365

Slack

Jira

Confluence

Figma

Miro

ClickUp

Asana

Deskpro

SurveyMonkey

Looker

Google Analytics

AWS

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