Ian Hamilton
Santa Barbara,CA
Summary
Dedicated account management and product management professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Product Manager
Ontraport
Santa Barbara
10.2021 - Current
- Product Manager lead on 10+ major features and 50+ medium/smaller features throughout time in role.
- As the project lead, researched customer needs, brainstormed, and outlined the main user stories and scenarios to solve our client issues and increase sales.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Focused on documenting user stories and product requirements
- Collaborated closely with designers to implement the best UX and UI while keeping our client's needs at the forefront.
- In constant communication with the development and QA teams to guide the development process and help with any issues or questions, while keeping the user's needs at the forefront.
- Communicated effectively with team members to deliver updates on project milestones and deadlines, and helped train the client experience team on new features.
VIP Account Manager
Ontraport
Santa Barbara, United States
06.2018 - 10.2021
- Was the go-to person for several of the companies highest-paying accounts with lifetime value totaling $5M+.
- Proactively built relationships with our highest paying accounts and provided them with expert insight into our app and how to utilize it best.
- Collaborated with our sales team on a daily basis to negotiate better pricing for our VIP clients while maintaining profitability for the company.
- Built relationships with customers and community to establish long-term business growth.
- In addition to providing support for our highest-paying acounts, helped and provided support to our level 1 and 2 support teams with client issues daily.
- Consistently solved the highest amount of VIP tickets while maintaining the highest satisfaction score.
- Solved 20k+ support tickets over the course of my client experience career.
Technical Support Representative
Ontraport
Santa Barbara
04.2017 - 06.2018
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Focused on client issues escalated from level 1 support that were more technical and complex.
- Solved over 3k+ client tickets while maintaining a 97+ satisfaction rate.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used zendesk and jira ticketing systems to manage and process support actions and requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Strategized and provided insights into increasing email deliverability.
Support Agent
Ontraport
Santa Barbara
04.2016 - 04.2017
- Focused on answering and assisting clients via chat, phone, and email, providing guidance and support for reported issues.
- Consistently solved the highest amount of tickets on the team while maintaining a high customer satisfaction.
Education
No Degree - Air Traffic Control
Mike Monroney Aeronautical Center
Oklahoma City, United States02.2016
Bachelor of Arts - History
University of Kansas City, Missouri
Kansas City01.2013
Skills
- Stakeholder Alignment
- Troubleshooting and QA
- Product Vision and Strategy Ownership
- User and UX Research
- Teamwork and Collaboration
- Interpersonal Communication
- Jira, Atlassian, Rally
- User Journeys, Story Maps, User Stories
Timeline
Product Manager
Ontraport
10.2021 - Current
VIP Account Manager
Ontraport
06.2018 - 10.2021
Technical Support Representative
Ontraport
04.2017 - 06.2018
Support Agent
Ontraport
04.2016 - 04.2017
No Degree - Air Traffic Control
Mike Monroney Aeronautical Center
Bachelor of Arts - History
University of Kansas City, Missouri