Johanna Lopez
Knoxville,TN
Summary
Dynamic and creative product manager with over 5 years of top-notch implementation and project management experience. Proficient in coordinating daily tasks and milestones within high-performance teams, demonstrating strong organizational and methodical skills. Initiative-taking decision maker with strong interpersonal and communication skills who works well under pressure and can adapt to new challenges to best enhance any organizational brand.
Overview
8
8
years of professional experience
Work History
ASSOCIATE PRODUCT MANAGER
Warner Bros. Discovery
06.2024 - Current
- Monitored industry trends and competitor activities, making strategic recommendations based on findings.
- Optimized user experience by incorporating customer feedback into product improvements, achieving a 25% increase in positive user feedback.
- Partnered effectively with product managers, operations managers, engineers, content writers, and design teams to drive product optimizations and enhancements, reducing development time by 18%.
- Produced well-written requirements documentation and JIRA tickets to communicate product requirements effectively.
- Delivered product optimizations and identified process improvements, utilizing data to validate the impact of initiatives, resulting in a 15% boost in process efficiency.
CONVERSATIONAL DESIGN SPECIALIST
Warner Bros. Discovery
04.2022 - Current
- Built and maintained over 100 chatbot conversation flows, aligning content with best practices in customer service, WBD messaging framework, and brand guidelines
- Achieved and maintained deflection rates of at least 50% for customer issues and inquiries through continuous bot automation
- Collaborated with marketing, global streaming, and direct-to-consumer teams to identify business and customer needs and areas for improvement
- Identified KPIs and worked with analytics team to analyze chat channel performance and improve end-user experiences
- Monitored and trained bot to understand customer intent using real-time conversation data.
SPECIALIST
Apple
11.2023 - 05.2024
- Uncovered customers' needs and delivered tailored solutions, consistently achieving a 90% customer satisfaction rate.
- Guided customers through product selection, sales, troubleshooting, and setup processes, leading to a 25% increase in sales.
- Demonstrated exceptional people skills through proactive engagement, attentive listening, and empathetic communication, effectively resolving customer needs and concerns.
PROJECT MANAGEMENT CONSULTANT
Shared Vision Projects, LLC
03.2018 - 04.2022
- Provided project management support for clients across various industries.
- Promoted project completion, developed marketing materials, and supported vendor meetings for education, literary art, and hospitality clients.
- Managed costs, schedules, and performance for 6 projects.
- Increased the company's social media presence through 6 new projects and programs.
- Created marketing content, including blogs, promotional materials, and advertisements for social media.
PROJECT COORDINATOR
Lowell School
03.2017 - 04.2022
- Assisted over 600 families with registration, inquiries, payments, invoices, and tech support.
- Managed customer support, vendor management, and event coordination for Aquatics, After Care, and Camp needs.
- Planned, designed, implemented, and scheduled camp registration software for 7 large summer programs.
- Monitored and reconciled financial records for accuracy and compliance, resolving discrepancies.
- Negotiated contracts with external vendors and service providers, resulting in cost savings.
- Hired, trained, and managed after school staff team.
PROJECT CONSULTANT
Modern Plastics
01.2016 - 05.2016
- Scheduled and planned 15 client meetings to discuss business proposals
- Developed presentations detailing project schedules
- Researched suitable venues and locations that met client requirements and budget constraints.
Education
Post-Baccalaureate Certificate - Project Management
University of Maryland - Baltimore County
Baltimore, MD05.2020
Bachelor of Science - Marketing, Digital Marketing
Sacred Heart University
Fairfield, CT05.2016
Skills
- Project Management
- Digital Marketing
- Customer Service
- Sales
- Product Management
- System Development
- Process Improvement
- AI Chatbot
- Conversational Design
- Contract Management
- User Acceptance Testing
- Competitive Analysis
- Contract Negotiation
- Data Analytics
Timeline
ASSOCIATE PRODUCT MANAGER
Warner Bros. Discovery
06.2024 - Current
SPECIALIST
Apple
11.2023 - 05.2024
CONVERSATIONAL DESIGN SPECIALIST
Warner Bros. Discovery
04.2022 - Current
PROJECT MANAGEMENT CONSULTANT
Shared Vision Projects, LLC
03.2018 - 04.2022
PROJECT COORDINATOR
Lowell School
03.2017 - 04.2022
PROJECT CONSULTANT
Modern Plastics
01.2016 - 05.2016
Post-Baccalaureate Certificate - Project Management
University of Maryland - Baltimore County
Bachelor of Science - Marketing, Digital Marketing
Sacred Heart University