Heather Learn
Effingham,SC
Summary
Skilled and enthusiastic individual with experience in product management and the overall management of a product’s lifecycle from conception to fruition. Experienced in assessing customer needs while working cross-departmentally with teams to meet company standards. A hardworking and passionate job seeker with strong organizational skills eager to secure an entry-level position. Ready to help the team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
1
1
Certificate
Work History
Associate Market Manager
ACS Technologies
02.2021 - Current
- Manage projects across departments
- Analyze data for assessments and provide data insights and facts
- Provide departments with market research necessary to target new business and expand targets for current clients
- Study market trends and develop strategies for the large church market
- Strategically evaluated market conditions and advised on potential partnerships
- Worked with team to evaluate and improve strategy
- Conducted market research to identify new opportunities and target markets
Associate Product Manager
ACS Technologies
04.2020 - 02.2021
- Assisted in all processes from concept to market, maintained product knowledge for Realm, and brought forth innovative thinking
- Collected and analyzed user feedback from 100+ churches, provided results to development teams for enhancements, and added features
- Aligned product requirements with company goals while successfully prioritizing those requirements
- Worked cross-departmentally with teams to set expectations on timelines
- Brought forth in-depth knowledge related to product usage
- Conducted market research to identify new opportunities and target markets.
- Worked in product pods environment consisting of product developers, design teams, software personnel, and quality assurance testers.
- Managed cross-functional teams to commercialize new products and drive improvements.
- Consulted with product development teams to enhance products based on customer interest data
Business Analyst
ACS Technologies
11.2018 - 04.2020
- Led and conducted analysis of product performance and adoption rates
- Worked collaboratively with product owners, developers, and designers with commitment to precision and strong attention to detail
- Designed and implemented documentation for processes and onboarding
- Compiled detailed data validation reports for presentation to Executive team
- Trained two interns and two new hires to work with datasets
- Managed special projects, performed 67 site visits, and attended ACST annual conventions along with other conventions related to ACST
- Surveyed 100+ clients to ascertain requirements and expectations for products.
- Delivered analysis of market, sales, and consumer trend impact on long and short-term strategies.
- Developed customized reports, summarizing and presenting data in visually appealing format.
- Collaborated with stakeholders to define project objectives and criteria.
- Interacted with internal customers to understand business needs and translate them into requirements and project scope.
Lead
ACS Technologies
04.2017 - 11.2018
- Acted as subject matter expert for designated ACST products, handling escalations that are unusual or first-time occurrences as well as regular interactions that require access to more sensitive tools
- Liaison between development, customer service, clients, and other departments
- Coached and mentored support reps and trainees in assigned ACST products
- Researched and tested client data and related issues in product to determine how clients are using ACST software to assist in making improvements for future releases
- Created initiatives to increase support revenue by performing regular analysis of data pertinent to appropriate product(s) from various sources
- Coached team members in techniques necessary to complete job tasks.
- Mentored and guided employees to foster proper completion of assigned duties.
- Held weekly team meetings to inform team members of company news and updates.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to resolve various issues quickly.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Customer Service Representative
ACS Technologies
06.2015 - 04.2017
- Answered 25+ support calls on average, participated in phone campaigns, tested client data and software when necessary, trained co-workers and new hires in different solutions
- Established a Realm product guide and presented it to co-workers
- Assisted in team lead while working with supervisors to help resolve client issues in ACST software
- Motivated team and supported co-workers by creating cross-team collaboration and providing necessary training on software
- Updated account information to maintain customer records
- Delivered prompt service to prioritize customer needs
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Met customer call guidelines for service levels, handle time and productivity
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Exhibited high energy and professionalism when dealing with clients and staff
- Utilized customer service software to manage interactions and track customer satisfaction
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisors
Real Estate Analyst
Great Bridge Properties
05.2010 - 06.2015
- Worked remotely to perform duties by assessing values for auction properties and homes company owned/leased
- Researched commercial properties and perform associated data analysis
- Communicated with Realtors, Brokers, Title companies, IT, City and County departments to conduct research for zoning and compliance
- Assisted in updating and managing reliable websites and established workflows and processed to ensure system accuracy
- Assisted in annual property tax appeals and conducted market research for homeowner association sales
Education
BS - Business Management
University of Phoenix
Phoenix, AZ05.2013
Skills
- Creative problem-solving
- Analytical Thinking
- Customer Service
- Time Management
- Multitasking
- Self Motivated
- Pragmatic Institute - Foundations/Focus/Build
- Basic Business Analytics
- Mondaycom Certified
- Customer Relationship Management
- Customer Satisfaction
- Strategic Planning
- Data Analysis
- Product Knowledge
- Process Knowledge
- Data Analysis
- Team Member Development
Certification
- Monday.com Training - February 2023
Timeline
Associate Market Manager
ACS Technologies
02.2021 - Current
Associate Product Manager
ACS Technologies
04.2020 - 02.2021
Business Analyst
ACS Technologies
11.2018 - 04.2020
Lead
ACS Technologies
04.2017 - 11.2018
Customer Service Representative
ACS Technologies
06.2015 - 04.2017
Real Estate Analyst
Great Bridge Properties
05.2010 - 06.2015
BS - Business Management
University of Phoenix
- Monday.com Training - February 2023
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