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
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
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
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
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
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