Francesca S. Email & Phone Number

Chicago, Illinois, Us

- Spearhead the streamlining of product operations, fostering collaboration with cross-functional teams to enhance product delivery, elevate customer satisfaction, align product strategy, and reduce operational burdens.- Manage and create process and educational documentation for the Productboard and Mixpanel platforms to drive efficiencies, optimize processes, and reduce the workload of the Product Management team as they build and prioritize their roadmaps.- Develop Tableau dashboards to visualize key data insights, refine product feedback architecture, and utilize customer feedback to enhance product design and usability.- Actively engage with stakeholders to manage expectations, align projects with strategic business objectives, and ensure seamless communication across all levels of the organization.- Deliver ad hoc reports to provide actionable insights to guide business and product development strategies.- Manage JIRA queues efficiently for tooling and operational requests, ensuring timely resolution and optimal resource allocation.

San Francisco, Ca, Us

Left for higher-paying position• Identified and resolved inefficiencies and bottlenecks in existing support processes to enhance operational efficiency and streamline workflows.• Developed and maintained comprehensive documentation that illustrates Product Support workflows and relationship expectations across the organization, ensuring clear communication and consistency.• Leveraged shopper feedback and product support insights to identify opportunities for product enhancement and improvement, contributing to the ongoing product development• Created and maintained a JIRA label taxonomy and Mode Data Visualization Dashboards to identify issue and feature request trends, enabling data-driven decision-making and prioritization.• Led a team of 4 Product Specialists to ensure adherence to SLAs and deliver high-quality, effective, and timely technical support to shoppers and deflecting engineering escalations

New York, Ny, Us

Left Cash App to transition to a senior role • Spearheaded initiatives to enhance user experience and simplify complex financial processes for Cash App customers.• Conducted comprehensive analysis of data from diverse sources such as Sprinklr, Salesforce, internal data tables, social media platforms, Looker, and Tableau. Effectively visualized and communicated findings to stakeholders across the organization, shedding light on customer support case drivers and underlying issues.• Fostered strong cross-functional partnerships with Product, Engineering, Design, Operations, Support, Marketing, and other teams. Proactively collaborated to anticipate, escalate, and resolve critical customer and internal feature requests and issues.• Produced detailed research documentation outlining customer experience enhancements, facilitating the implementation of product, content, education, and internal tooling changes.• Provided pre- and post-launch support to teams including Check Deposit, Direct Deposit, Cash Card, Paper Money Deposit, Card Issuing, Transaction Health, Transfers, and Boosts, ensuring seamless customer experiences throughout various features.

New York, Ny, Us

Palo Alto, California, Us

• Promoted from Commercial I to Commercial II team• Orchestrated the implementation of travel programs for over 120 clients, overseeing the end-to-end process to ensure seamless execution, increased CSAT scores, and customer retention• Generated comprehensive platform reports regularly, effectively communicating the success and outcomes of our clients' travel programs to key stakeholders across their organizations.• Acted as a trusted point of contact for clients, offering timely and expert support for product-related inquiries, data analysis, and best practices• Facilitated webinar trainings and personalized educational sessions for clients, to ensure a thorough understanding of the platform's functionalities and optimization strategies.• Developed compelling email campaigns and training materials to promote engagement and adoption.

Palo Alto, California, Us

• Promoted from CSM to Enablement team• Developed and implemented a comprehensive Customer Success Onboarding Program, equipping new employees with the necessary skills and knowledge to excel in their roles. Crafted engaging training materials that effectively conveyed important concepts and best practices.• Led engaging in-person training sessions for newly hired Customer Success professionals, providing hands-on guidance and fostering a strong foundation for their success within the organization.• Utilized Workramp to create educational guides for the Customer Success organization, covering sales skills, internal processes, and product features and enhancements. These guides served as valuable resources to enhance team knowledge and drive improved performance.The entire Enablement department was impacted by COVID-19 due to the pandemic's impact on travel and hiring.

Palo Alto, California, Us

San Francisco, California, Us

• Developed and delivered platform reports and presentations, effectively communicating project status updates to clients and internal teams.• Collaborated closely with cross-functional teams, playing a key role in driving successful account implementations and securing contract renewals. • Provided strategic guidance and support to 16 Mid-Market clients, serving as a trusted advisor in driving engagement and adoption. By leveraging deep product knowledge and a proactive approach, I ensured clients maximized the value and impact of our solutions.• Provided timely client support, addressing product-related inquiries, troubleshooting issues, performing data analysis, and sharing best practices. Left Dynamic Signal to pursue a higher-paying position with a better title at a more promising startup.

• Collaborated closely with the Google Gmail product support team, engineering teams, and offshore triaging team to provide comprehensive pre- and post-launch support for Google products. • Investigated, prioritized, and escalated product issues promptly and proactively identified user needs and wants, providing valuable insights for product improvement and innovation.• Utilized data analysis techniques to analyze and monitor user and operational metrics. By leveraging these insights, I contributed to the continuous improvement of Google products and support offerings, ensuring they met the evolving needs of users.• Took ownership of creating and managing Gmail taxonomies and tagging structures, effectively used by Google support engineering and product teams. This streamlined the support process and facilitated accurate issue classification and resolution.• Provided quality supervision, training, and management for an offshore team of 30 triagers and 4 leads in an offshore setting. • Successfully increased the Quality Control (QC) percentage from 94% to 98%, highlighting my commitment to maintaining and improving the quality standards of the support operations.Made the decision to transition from the contract world to a full-time position.

• Promoted from an analyst role to a leadership position focused on managing and training other analysts. Leveraging my expertise and experience, I successfully guided and developed a high-performing team.• Collaborated closely with Sales, Product Support, and Engineering teams to effectively triage and address a high volume of bug reports from Facebook clients and internal employees. By fostering cross-functional partnerships, I contributed to the timely resolution of issues and improved customer satisfaction.• Utilized SQL, Excel, and Tableau to create a comprehensive dashboard showcasing individual analyst metrics and team performance and goals. • Successfully redesigned support contact forms, resulting in a significant decrease in the number of product confusion-related tickets. • Developed training materials on Facebook products, providing valuable resources to educate internal teams and enhance their knowledge and proficiency. Left to pursue a higher-paying contract position at Google.

Promoted to a lead position on the Facebook Advertising Product Support Analytics team but conducted the same day-to-day role^

Redwood City, California, Us

• Forged strategic partnerships with diverse media outlets to effectively promote the organization's cause and products.• Spearheaded the management of the organization's social media channels, overseeing content creation, curation, and advertising. • Provided valuable assistance to the Foundation's Executive Director, supporting key initiatives and projects. Additionally, I took a leadership role in guiding summer interns.

• Volunteered to assist 6th-grade students with their English homework and classwork.• Created voice audio recordings of books in English, offering an interactive and engaging learning experience for the class.• Presented lessons and led discussions on the topic of U.S. culture versus Catalonian culture.

New York, Ny, Us

Conducted a comprehensive market research report focused on deepening the understanding of the company's target audience. By leveraging various data sources and research methodologies, I generated valuable insights that informed strategic decision-making and facilitated targeted marketing efforts.

Mount Royal, New Jersey, Us

• Utilized data-driven insights to create comprehensive analytical reports, evaluating the performance of the foundation's advertising campaigns, social media pages, and website. By leveraging these reports, I identified areas of improvement and recommended strategies to optimize engagement and effectiveness.• Utilized Google Analytics and AdWords to drive increased web traffic and develop targeted advertisements. By leveraging these tools, I successfully optimized online visibility, increased website conversions, and enhanced overall digital marketing performance.• Created and managed content across all social media channels of the foundation.

• Developed and executed marketing initiatives aimed at increasing awareness of the startup among college students• Represented the startup as the official campus representative at Colgate University, playing a pivotal role in recruiting and managing a team of 11 campus representatives. • Created and managed the startup's social media accounts, oversaw advertising campaigns, and generated compelling content to drive user engagement and brand growth.

Bachelor'S Degree

High School Diploma