Yennifer Mateo

Product Analyst / Product Growth Manager (Payments by Wix)

• Collaborate with cross-functional teams to identify and address customer pain points, reducing customer escalations by 12% average per month
• Create monthly newsletter to bring forth Action items to decrease escalations experts escalations
• Lead product operations initiatives to improve User facing articles decreasing customer support request rate by 28%
• Gather and Analyze data from Tableau to help improve and propose new features
• Analyze phone calls and emails from users to provide Product Managers with insight on product usage and needs

Product Specialist (Providers)

• Develop internal knowledge base for new processes and procedures, resulting in efficient handling of call/chats/phone contact and 20% average decrease of SLA
• Collaborated with developers to prioritize and resolve critical bugs, ensuring 90% reduction in customer complaints within six months
• Collaborate with external payment providers to manage top merchants and increase user satisfaction

Customer Care Expert

• Collaborated with developers to prioritize and resolve critical bugs, ensuring 90% reduction in customer complaints within six months
• Provide exceptional support for cloud-based website editing

• Achieved sales goals and service targets by cultivating and securing new customer relationships.
• Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.