Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LENNA VELAZQUEZ

Summary

Results-driven product management professional with expertise in leveraging data analytics, user research, and market trends to drive product innovation and optimize customer experiences. Proven track record of delivering measurable results, including improved retention, streamlined processes, and enhanced user engagement. Adept at defining product roadmaps, executing data-backed decisions, and collaborating with cross-functional teams to deliver scalable solutions. Known for adaptability, reliability, and strong focus on collaboration and achieving results.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Associate Project Manager

Wolters Kluwer
12.2022 - Current
  • Defined and delivered end-to-end Knowledge Base article projects, publishing 40+ new or updated articles and improving case resolution time by 10%, while coordinating stakeholders, defining timelines, and tracking progress using Salesforce and Azure DevOps.
  • Managed cross-functional initiatives with Product, Development, and Customer Service teams to track call drivers, prioritize critical issues, and implement product or process improvements that reduced inbound support tickets by 5%.
  • Conducted root-cause analyses and project communications, translating customer support trends into actionable product requirements, informing roadmap prioritization, and streamlining escalation workflows.
  • Supported go-to-market readiness by coordinating pre-launch testing, validating tax forms and features, and ensuring stakeholder alignment for risk mitigation.
  • Led cross-functional teams to ensure timely project delivery and adherence to quality standards.
  • Awarded the Houdini Award for leading critical initiatives that improved workflows and product documentation.

Customer Success & Product Feedback Lead

Verizon
10.2019 - 12.2022
  • Synthesized Voice of Customer (VoC) insights from 800+ weekly interactions into structured reports, informing product, marketing, and service strategies, contributing to a 15% increase in feature adoption and improved customer satisfaction.
  • Coordinated cross-functional initiatives with Marketing, Operations, and Product teams to identify service friction points and pilot new tools/features, leading to process improvements that reduced repeat contact rates by ~20% and increased user adoption by 20%.
  • Conducted root-cause analyses on service and billing issues and applied consultative discovery methods to surface unmet customer needs, influencing upsell/cross-sell strategies and informing the product roadmap.

Customer Insights Specialist

Wise
08.2018 - 10.2019
  • Collected and analyzed feedback from Spanish and English speaking users, identifying gaps in product communication and usability, and contributed insights to internal documentation and training materials, improving issue resolution efficiency by 10%.
  • Partnered with Fraud, Compliance, and Payments teams on cross-functional projects, updating policies and clarifying messaging, reducing customer support escalations by 15%.
  • Advocated for customers and supported the shift to insights-driven, personalized support, enhancing operational efficiency and improving the overall customer journey.

Education

Bachelor of Science - Marketing

Florida State University
07.2022

Skills

  • Project Management
  • Agile & Scrum Methodologies
  • Product Strategy & Roadmap Development
  • Customer Experience & User Research
  • Data Analytics & Trend Identification
  • Salesforce
  • Amplitude
  • SQL (Basic)
  • Market & Competitive Analysis
  • Cross-functional Collaboration & Team Leadership
  • Knowledge Management & Documentation
  • Bilingual: English & Spanish

Certification

  • Product Management Certificate, University of South Florida, 2024
  • Agile & Scrum Fundamentals
  • Amplitude Foundations – Analytics
  • Jira Certification

Timeline

Associate Project Manager

Wolters Kluwer
12.2022 - Current

Customer Success & Product Feedback Lead

Verizon
10.2019 - 12.2022

Customer Insights Specialist

Wise
08.2018 - 10.2019

Bachelor of Science - Marketing

Florida State University

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