Summary
Overview
Work History
Education
Skills
SKILLS
ADDITIONAL
Timeline
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MELANIE WOLF

Bay Area,CA

Summary

Articulate, energetic and results-oriented product support leader blending empathy with an analytical mindset to identify root-cause problems, synthesize customer and market trends, and recommend data-driven insights that propel revenue growth and customer lifetime value. Skilled in working with software engineers to define project scope, develop user stories, and create concise and detailed bug tickets. Demonstrated track record of executing and delivering complex projects from conception to launch and implementing new programs with cross-functional teams.

Overview

4
4
years of professional experience

Work History

Digital Product Manager

Centivo
10.2023 - Current
  • Implement agile methodologies and utilize user feedback to iteratively improve products, resulting in enhanced user experiences and increased customer retention.
  • Collaborate with cross-functional teams to prioritize features, streamline development processes, and ensure timely delivery of high-quality digital products.

Workforce Manager

Spring Health
11.2022 - 10.2023
  • Developed and implemented workforce management strategies and processes to accurately forecast staffing requirements and effectively allocate resources, resulting in improved productivity and reduced overtime expenses by 20%.
  • Collaborated closely with product management teams to align workforce planning and scheduling with product development cycles, ensuring optimal staffing levels and resource allocation to support product launches and ongoing maintenance.
  • Designed performance metrics and reporting systems to track and analyze workforce trends, enabling data-driven decision-making and proactive workflow adjustments.
  • Analyzed historical data and industry trends to identify opportunities for process improvements, resulting in a 15% reduction in average handle time and improved customer satisfaction ratings.


Manager, Enterprise Product Support

Carbon Health
02.2020 - 11.2022
  • Hired, train and managed the performance of 15 support specialists, providing coaching on operational excellence and conflict resolution to promote seamless end-to-end customer experiences.
  • Advocated for customers in Product team meetings to identify existing bugs and/or customer pain points, identify UI/UX issues, and coordinate resolutions to improve on upcoming feature releases.
  • Acted as liaison, collaborator, and strategic partner with Senior Product Leadership, UX Designers, Clinical Operations, Engineering, Compliance and C-level executives.
  • Collaborated with product teams to document product expectations and features and craft landing page copy, presentations, loom videos and internal Confluence pages to demonstrate product merits and contribute to higher conversion rates.
  • Implemented KPI dashboards and other performance measurement tools to track, benchmark and optimize support metrics including customer satisfaction (CSat), Full Resolution Time (FRT) and ticket backlog.
  • Participated across each step of the enterprise customer journey from initial onboarding and kickoff calls, to design and delivery of training materials, and ongoing resolution of escalated client issues to help accelerate retention by 40%.
  • Led the Public Health Support team for the largest vaccination site in California (20k+ daily vaccinations).

AI Grant Consultant

ThinkSono
03.2020 - 08.2020
  • Conceived an application strategy to prioritize grant application writing and collaborated with the CEO to formulate high-quality proposals; conducted outreach with prospective investors via referrals and cold calls/emails.
  • Performed research in target markets and emerging opportunities in the field of AI to define innovative use cases, and leveraged the work of previous medical and technology grants to build a compelling investment rationale.

Education

Bachelor of Arts - Cognitive Science

University of California, Berkeley
2020

Skills

  • Salesforce CRM
  • MS Office Suite/G-Suite
  • Zendesk
  • PeriscopeData
  • Looker
  • Jira
  • Confluence
  • Python Programming
  • TalkDesk/DialPad

SKILLS

  • Product Development
  • Customer Experience Optimization
  • Relationship Management
  • Process Improvement
  • Team Leadership
  • Data Analytics
  • Project Management
  • CSat/NPS Management


ADDITIONAL

  • University of California Symphony Orchestra
  • Director of Student Activities - Associated Students of College of Marin
  • Associated Boards of the Royal School of Music - Performance Diploma
  • Suzuki Violin Teacher Training
  • Violin Teacher (private & group lessons)
  • 200-Hour Yoga Teacher Training

Timeline

Digital Product Manager

Centivo
10.2023 - Current

Workforce Manager

Spring Health
11.2022 - 10.2023

AI Grant Consultant

ThinkSono
03.2020 - 08.2020

Manager, Enterprise Product Support

Carbon Health
02.2020 - 11.2022

Bachelor of Arts - Cognitive Science

University of California, Berkeley

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MELANIE WOLF