Jennifer Patterson Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Heavily collaborate with cross functional partners to optimize internal processes and team operations, and to drive enhancements to the product.
• Manage Customer Experience enablement for high impact projects and product launches
• Monitor progress of projects and ensure scope is adhered to. Support team with change management and project execution.
• Partner with Product Specialists to review customer friction points and collaborate with Engineering and Product teams to prioritize/ address product gaps.
• Distill complex problems into comprehendible user stories for Engineering partners. and Product Design.
• Collaborate with external partners to improve billing systems, processes, and general customer experience.

Dublin, Ireland

• Identified departmental challenges & implemented process improvements to reducefriction both internally and externally.
• Drove cross-functional process improvements to reduce operational workload with automation and collaboration with the Revenue Operations team.
• Spearheaded cross functional projects to improve facilitation of customer paymentsby updating tax documentation and vendor form processes
• Identified, reproduced and documented bugs for Engineering to support quickercustomer resolutions and improve our ability to mitigate friction points.
• Analyze data and customer insights in order to craft user stories, and present to stakeholders for correct product enhancement prioritization.
• Elevated team performance by driving increased awareness, communication andaccountability in a fully remote environment

Dublin, Ireland

• Collaborated with management on team issues and partnered helped to executeprocess changes and solutions to blockers.
• Exercised excellent attention to detail and displayed strong organizational skills whilebalancing a variety of tasks and shifting priorities.
• Surfaced issues and product suggestions through Quality Assurance testing forEnterprise product.
• Identified, reproduced and documented bugs for Engineering to support quickercustomer resolutions and improve our ability to mitigate friction points.
• Handled complex escalations.

Dublin, Ireland

• Accustomed to fast-paced environments with the ability to think quickly andsuccessfully handle difficult clients.
• Developed expertise by learning to troubleshoot a diverse range of issues.
• Excellent interpersonal skills, ability to work well with others, in both supervisory andsupport staff roles.
• Developed documentation to improve agent on boarding and continued learning.
• Collaborated with customers to understand their needs and worked cross functionallyto drive process improvements.
• Facilitated training sessions for new hires and mentored new employees.

Dublin, Ireland