Rachel Otto
Orlando,FL
Summary
Diligent Product Manager offering 8 years of success in product roadmap development, market research and data analysis. Highly skilled in identifying opportunities to maximize revenue. Driven and strategic with proven history of superior market penetration and product launch.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Product Manager
Program Works
03.2023 - Current
- Facilitated in migrating 200 customer accounts to new in-house software platform. Completed this migration in less than 7 months. Migration included creating training material for customers, process mapping, creating technical SOPs, and daily communication.
- Worked directly with customers like CNN, MSNBC, and more to ensure daily operations were functional.
- Updated and published standard operating procedures (SOPs) using stakeholder, customer and employee input and feedback resulting in clearer and more useful instruction for users.
- Developed suggestions for technical process improvements to optimize resources.
- Prioritized roadmap in order to achieve product goals and metrics.
- Coordinated project planning and execution with team members and team leads.
- Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
- Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
- Maintained positive vendor relations to build strong partnerships.
- Distinguished product issues and gathered information on customer experiences.
- Served as technical liaison, supporting engineering, management, procurement, sales, and marketing, quality assurance and supply base.
- Accomplished client goals by providing quality technical projects.
Director of Operations
Onsite Safety
01.2022 - 01.2023
- Lead a Customer Success Team derived of 13 Team Members and 5 Team Leaders. Set team and individual KPIs and provided regular, actionable feedback resulting in approximate $2,000,000 increase in annual revenue.
- Conducted weekly meetings with individual Team Members to develop and execute strategic initiatives that implement key changes and improvements in daily activity.
- Defined, implemented and revised operational policies and guidelines. Defined and integrated roles, responsibilities and processes for business team and data management organization.
- Solved functional and technical obstacles and worked closely with project team from different streams. Traveled to meet with clients for optimal service and understanding.
- Worked cross-functionally with Marketing and Sales to develop and improved operational procedures to increase productivity and profitability while tightly controlling costs.
- Created queries, tables, daily reporting, and tracked sales revenue in SAP
- Maintained Case Management via Salesforce
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
- Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
Senior Customer Success Manager
Full Sail University
04.2016 - 01.2022
- Lead an Inbound Support Team of 50 associates centralized in the campus call center and 18 lobby environments. Established and oversaw performance targets for all call center associates. Managed department call volume of 2,000 inbound calls per day and coordinated department schedules to maximize coverage during peak hours.
- Effectively managed assigned cases, collecting and documenting details using Salesforce and Omni Channel.
- Developed and hosted a 12-week Leadership Development Training for Team Members. This included topics regarding emotional intelligence, conflict resolution, and more. After the program, Team Members were introduced to personal mentors and received a certification on LinkedIn.
- Integral part in training and developing process for all Team Members & cross-function teams during the transition from Salesforce 1.0 to Salesforce 2.0 platform.
- Participated in monthly campus events, hosted webinars for potential students, worked alongside stakeholders to create incredible content for information sessions.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues within call center environment and lobby environment. Developed documentation to communicate upcoming changes and processes to internal teams.
- Collected customer requirements, directed testing and conducted continuous evaluations to make proactive adjustments to marketing approaches. Communicated effectively with team members to deliver updates on project milestones and deadlines.
Account Manager
Exit Real Estate Results
07.2013 - 04.2016
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Delivered engaging and polished presentations to build connections with potential customers and distinguish business from competitors.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
Education
Bachelor of Science - Marketing
Full Sail University
Winter Park, FL06.2019
Skills
- Strategic planning and execution
- Project Management
- Market Analysis
- Staff Management
- Search Engine Optimization
- Research and trend analysis
- SQL, Salesforce, AWS, Duplo Cloud
- Technical Writing
- Operations Oversight
- Quality assurance
- Documentation Management
- Risk mitigation planning
Certification
- SAP S/4 Hana Training - 2022
- Microsoft Excel Training - 2019
- Certified Records Manager (CRM) - 2018
- Cisco Certified Network Professional (CCNP) - 2018
- Workday Payroll Certification - 2018
Timeline
Product Manager
Program Works
03.2023 - Current
Director of Operations
Onsite Safety
01.2022 - 01.2023
Senior Customer Success Manager
Full Sail University
04.2016 - 01.2022
Account Manager
Exit Real Estate Results
07.2013 - 04.2016
Bachelor of Science - Marketing
Full Sail University