Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Christopher Gentile

Orchard Park NY

Summary

Product Manager with a history of working in the computer software industry. Skilled in communication, customer engagement, and roadmap development. My journey through customer support has cultivated a keen eye for user feedback. I bring a unique perspective shaped by hands-on startup experience.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Product Manager

MasterLibrary by Follet Software
08.2023 - Current
  • Developed and executed product vision, strategy, and roadmap for facility scheduling software.
  • Conducted market research and competitive analysis to identify customer needs and market trends.
  • Collaborated with engineering, marketing, and sales teams to prioritize and deliver product enhancements and new releases on schedule.
  • Managed buisness team communications and facilitated productive meetings to align efforts and see through product priorities.
  • Conducted user engagement meetings to drive direct feedback to our feature spec's
  • Product Testing
  • Product Documentation: Internal Trainings, and customer-facing documentation

Customer Support Manager

MasterLibrary
01.2019 - 08.2023
  • Oversaw a team of customer support representatives, and trained all new customer-facing employees.
  • Developed and implemented customer support policies, procedures, and standards to enhance efficiency and customer satisfaction, resulting in a 95% satisfaction rate.
  • Monitored customer service metrics, analyzed data trends, and generated reports to identify areas for improvement across teams.
  • Managed escalated customer complaints and ensured timely resolution, maintaining a postitive customer satisfaction rating.

IT Support Specalist

Charter Communications
01.2018 - 12.2018
  • Trained new employees on procedures and common practices
  • Conducted troubleshooting to identify root causes of technical issues and implemented appropriate solutions.
  • Escalated complex issues to higher-level support teams or IT specialists as needed, ensuring prompt resolution and minimal downtime.

Customer Support Agent

Frontier Communications
04.2016 - 07.2017
  • Responded to inquiries and resolved issues related to voice, data, and video communications technologies, including VoIP.
  • Diagnosed and resolved network connectivity issues, ensuring minimal downtime and optimal performance for customers.
  • Documented support interactions, troubleshooting steps, and resolutions in the ticketing system, ensuring accurate records and efficient follow-up.

Education

General Studies -

Erie County Community College
Buffalo, NY
02-2015

Skills

  • Roadmap Development
  • Competitive Analysis
  • Project Management
  • Data Analysis & Reporting
  • Customer Service Management
  • Strategic Planning
  • Leadership

Certification

Product-Led Growth Pendo https://www.pendo.io/product-led/certification-course/ September 2023

The Product-led Certification Course from Pendo and Mind the Product covers the fundamentals of being product led. You'll learn how to apply product-led strategies to drive growth


Product Management Certification Skillup Edtech https://coursera.org/share/3e33ea72bc5b497f9119a53e4980c26c August 2024

  • Product Management: Foundations & Stakeholder Collaboration
  • Product Management: Initial Product Strategy and Plan
  • Product Management: Developing and Delivering a New Product

Timeline

Product Manager

MasterLibrary by Follet Software
08.2023 - Current

Customer Support Manager

MasterLibrary
01.2019 - 08.2023

IT Support Specalist

Charter Communications
01.2018 - 12.2018

Customer Support Agent

Frontier Communications
04.2016 - 07.2017

General Studies -

Erie County Community College

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Christopher Gentile