One
Santa Monica,CA
Summary
One is a proven leader, with a history of building products from 0->1 and establishing product roadmaps to promote growth from 1->2. No stranger to diving into the data to identify trends and key areas for improvement. Whether that be through Customer feedback or business-driven metrics. Possessing an adaptable mindset and experience with AGILE development practices, he is able to get a plan established between stakeholders and convert momentum into success.
Overview
6
6
years of professional experience
Work History
Consulting COO
Stars Align
, CA
07.2024 - Current
- Implemented innovative solutions to improve overall productivity levels within the organization.
- Formulated key performance indicators that measure success against set goals and objectives.
- Acted as a liaison between internal teams and external stakeholders such as customers or partners.
- Presented quarterly progress updates at board meetings outlining successes achieved since last report.
- Supervised the executive team, providing guidance on operational decisions.
- Managed day-to-day operations of organization including staff management, scheduling, customer service.
- Advocated for corporate social responsibility programs that benefit employees, communities, and environment.
Product and Business Consultant
Smartaira
09.2023 - 03.2024
- Company Overview: B2B and B2B WiFi solutions
- Evaluated CX Software based on needs presented by the company to find the best option for the current stage of development
- Took in customer feedback firsthand to create reports on KPIs the company should be taking to provide the best experience
- Analyzed data over a set period to provide an in-depth customer roadmap to ensure high customer satisfaction during all stages of development
- Configured and implemented Zendesk for company use
- An Open Mindset
Technical Operations Lead
Boingo Wireless
08.2022 - 09.2023
- Compiled and presented multiple weekly KPI reports to stakeholders worldwide
- Met regularly with department heads to understand ongoing needs and address the concerns of my team
- Monitored and reported changes to the network to maintain network quality
- As needed, created tools and generated reports to assist my team and others
- Created standard procedures to handle common problems on the network
- With the department head, wrote new documentation to train Tier 1 and Tier 2 Tech Support Analysts
- Traveled extensively to an external call center to train the company's Tier 1 staff
Product Manager CX and Software Development
Boingo Wireless
09.2019 - 01.2020
- Identified gap and conceived mobile app to address customer pain points and usability KPIs
- Conducted market research, established a business case, and secured a budget for the app
- Collaborated on design, managed development, and created plans for post-launch growth of the app
- Successful conversion and engagement after three quarters included approximately: 80% adoption by all users, with 20% of users visiting monthly
- Managed a cross-functional team of designers and engineers through the product lifecycle using iterative development methodologies
- Facilitated and managed general product management activities for a number of product launches and military bases
Product and Business Consultant
Smartaira
12.2018 - 01.2020
- Conducted top-down and bottom-up analysis of the enterprise to document and understand existing KPIs and processes
- Collaborated with stakeholders to drive consensus between departments
- Created customer journeys and NPS surveys to understand and anticipate customer needs
- Helped project management teams establish new processes and tools for product launches
- Organized and performed data migration of all existing company data to a new data platform(DOMO)
Education
Game And Interactive Media Design
Becker College
Boston, MA06-2016
Skills
- JIRA/Confluence
- Salesforce
- Looker
- Tableau
- Splunk
- Quip
- Figma
- Asana
- Domo
- Agile/Scrum Methodology
- Zendesk
Timeline
Consulting COO
Stars Align
07.2024 - Current
Product and Business Consultant
Smartaira
09.2023 - 03.2024
Technical Operations Lead
Boingo Wireless
08.2022 - 09.2023
Product Manager CX and Software Development
Boingo Wireless
09.2019 - 01.2020
Product and Business Consultant
Smartaira
12.2018 - 01.2020
Game And Interactive Media Design
Becker College