Jacqueline Zavala
Tampa,FL
Summary
I hold a Master’s and Bachelor’s degree and have spent the past 8 years at ACAMS in a variety of roles. Most recently, I served as a Product Manager, leading global AML certificate product releases and collaborating with cross-functional teams to enhance customer satisfaction and revenue. My background in operations management and process improvement has also given me a strong foundation in strategy, execution, and creating user-centered products that serve the AML community.
Overview
8
8
years of professional experience
Work History
Product Manager
ACAMS
01.2022 - 06.2025
- Led certificate product releases globally, collaborating with stakeholders for seamless execution.
- Oversaw project tasks through Monday, JIRA, and Smartsheet, ensuring compliance with standards, and developed product documentation to define goals, features, and capabilities for new launches.
- Aligned product vision with DevOps, scheduling to address backlog issues promptly.
- Tested functionality in staging environments, documenting issues for DevOps resolutions.
- Analyzed NPS data from SurveyMonkey and Salesforce to gauge ACAMS products' success.
- Revamped ACAMS recertification program, enhancing specialist and advanced certifications.
Assistant Manager, Service Operations
ACAMS
08.2019 - 01.2022
- Enhanced team productivity by leading operations and tracking performance metrics.
- Collaborated with Product team to improve recertification and marketing processes.
- Facilitated ACAMS transition to paperless applications and Pearson VUE testing vendor.
- Resolved Salesforce and website issues to enhance user experience and accuracy.
- Supported operations by providing feedback on marketing messaging and technical errors.
Customer Support Specialist
ACAMS
05.2017 - 08.2019
- Resolved customer issues efficiently via phone, email, and chat, enhancing satisfaction.
- Developed new candidate handbook procedures, improving onboarding process effectiveness.
- Represented ACAMS at conferences, strengthening client relationships and enhancing event experiences.
- Created streamlined ACAMS website procedures, resulting in improved user navigation and engagement.
Education
Master of Business Administration -
DeVry University
Miami, FL01.2019
Bachelor of Arts - Psychology
Florida International University
Miami, FL01.2016
Skills
- Jira
- Mondaycom
- Smartsheet
- Salesforce
- SurveyMonkey
- Google Workspace
- Microsoft Office Suite
- Agile Methodologies
- Workflow Automation
- Time & Priority Management
- Cross-team collaboration
- Documentation and Reporting
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Product Manager
ACAMS
01.2022 - 06.2025
Assistant Manager, Service Operations
ACAMS
08.2019 - 01.2022
Customer Support Specialist
ACAMS
05.2017 - 08.2019
Master of Business Administration -
DeVry University
Bachelor of Arts - Psychology
Florida International University