Jessica Signorino
Elizabethtown,KY
Summary
Experienced Associate Product Manager with 10+ years of experience with SaaS and 5 years of experience in guiding new product development from inception to launch. Proficient in gathering and refining product requirements, proposing enhancements, and implementing rigorous quality assurance protocols.
Overview
18
18
years of professional experience
Work History
Associate Product Manager
Venminder
04.2021 - Current
- Conducted client interviews to align product development with market trends and customer needs
- Improved user experience by collaborating closely with stakeholders, design and development teams on UI/UX enhancements.
- Produced comprehensive product documentation to facilitate internal team understanding and alignment on upcoming features
- Managed Agile and Scrum frameworks, ensuring efficient release cycles and sprint execution
- Prioritized and tracked software defects, collaborating closely with development teams to expedite resolutions
- Utilized Rainforest to assist QA build manual and automated testing suites to streamline testing efforts
- Leveraged Pendo for user analytics
- Adapted project plans to meet evolving organizational requirements
- Released several projects that were contractually committed resulting in maintaining annual revenue
Business Analyst
Venminder
07.2018 - 04.2021
- Coordinated with stakeholders to define clear acceptance criteria for each project, ensuring alignment with business objectives.
- Operated within both Waterfall and Agile methodologies, ensuring successful iterative releases and sprint execution
- Conducted thorough functional testing for optimal application performance and user experience.
- Identified and managed software defects using Azure, supporting developers in issue resolution through additional testing.
Client Support Team Lead
Venminder
06.2018 - 07.2018
- Developed and implemented customer service training programs, enhancing team performance and service delivery
- Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
- Facilitated open lines of communication between team members and management for proactive problem solving.
- Interacted with team members across departments to research and resolve customer issues.
Client Support Representative
Venminder
06.2017 - 06.2018
- Investigated and resolved customer inquiries and complaints, collaborating effectively with cross-functional teams
- Managed approximately 50 incoming calls, emails and chats per day from customers. At times, simultaneously
- Created support manual used for training new employees on the software
- Trained new hires in company policies, procedures, and best practices for providing top-notch customer support.
Vendor Management Specialist
Venminder
06.2016 - 06.2017
- Maintained up to date compliance documents for 200+ vendors
- Proactively monitored due dates and deadlines, consistently achieving timely document submissions
- Cultivated and nurtured robust relationships with key vendor contacts
- Demonstrated exceptional verbal and written communication abilities
- Conducted daily queue monitoring to ensure prompt communication with vendors to update documents
Customer Support Representative, III
Cardinal Health
04.2014 - 05.2014
- Delivered exceptional customer service by promptly resolving a queue of 75+ back order or out of stock items to ensure efficient order fulfillment
- Compiled and communicated comprehensive reports to customers regarding their orders, providing timely updates on backordered or discontinued items
- Provided exceptional customer service by prioritizing rush orders and employing workarounds to solve problems expeditiously.
Contact Center Skill Coach/Team Leader
iPay Solutions
06.2006 - 04.2014
- Enhanced customer experience by handling escalated calls with empathy and efficiently resolving issues
- Assessed over 30 recorded phone calls and chat interactions weekly to uphold and improve quality standards
- Ensured adherence to company policies and procedures during customer interactions, maintaining a high level of compliance within the call center.
- Enhanced call quality by monitoring and evaluating customer interactions with agents.
- Reduced average handling time by coaching agents on effective communication techniques and problem-solving strategies.
Subscriber Support Representative
iPay Solutions
06.2006 - 04.2014
- Managed an average of 60+ calls and chats daily, effectively addressing customer inquiries, resolving issues, and providing detailed product information
- Sustained high energy and enthusiasm in a fast-paced environment
- Delivered friendly and efficient service, adeptly handling challenging situations with composure
- Rapidly acquired new skills and integrated them into daily tasks, enhancing overall efficiency and productivity
Education
Commonwealth Diploma - General
Central Hardin High School
Cecilia, KY01.2004
Skills
- Agile/Scrum Methodologies
- Jira
- Trello
- Figma
- Microsoft Applications
- Pendo
- Rainforest
- Cross-Functional Collaboration
- Data-driven decision-making
Timeline
Associate Product Manager
Venminder
04.2021 - Current
Business Analyst
Venminder
07.2018 - 04.2021
Client Support Team Lead
Venminder
06.2018 - 07.2018
Client Support Representative
Venminder
06.2017 - 06.2018
Vendor Management Specialist
Venminder
06.2016 - 06.2017
Customer Support Representative, III
Cardinal Health
04.2014 - 05.2014
Contact Center Skill Coach/Team Leader
iPay Solutions
06.2006 - 04.2014
Subscriber Support Representative
iPay Solutions
06.2006 - 04.2014
Commonwealth Diploma - General
Central Hardin High School
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