Lance Carpenter Email & Phone Number

• Managed WD personal cloud product line. Responsible for hardware and software roadmaps, strategies for launch and lifecycle management.
• Worked to define target market segments and personas.
• Created detailed MRD's and work with engineering teams to translate into PRD's.
• Created framework for consumer research, designed surveys for both web based and in person focus groups.
• Developed business plans for new product introduction.
• Lead product marketing positioning and messaging.

• Managed SanDisk iXpand and wireless product lines.
• Responsible for product hardware and software roadmaps.
• Launched the first MFi approved lightning and USB-C dual storage drive for iPhone and iPad, the iXpand Luxe.

• Worked directly with product management, product marketing, and engineering teams on early product development and new product introduction.
• Provided feedback and recommendations for product and feature improvement and engagement.
• Administered SanDisk communities and drove community participation in product beta testing.
• Served as the highest escalation point for the most complex technical issues.

San Jose, California, United States

• Ownership of quality assurance / auditing process and technical training.
• Responsible for successfully achieving overall customer satisfaction above 90%. Constantly improving policies and practices using data analysis and analytics from top call drivers, average handling time, key.
• Manage extensive online knowledge base and all outbound messaging including standard text statements, email templates, product replacement and logistics procedures.
• Top level technical troubleshooting including direct interface with product engineering and marketing.
• My work contributed to the 2014 Gartner Gold Medal for Customer Service award.

San Jose, California, United States

• Served as a resource for Tier 2 customer support agents.
• Responsible for evaluating and researching customer issues that have been escalated and required a higher level of expertise to ensure customer satisfaction.
• Responsible for development and translation of both internal and external training materials.
• Participated in the development, administration, and maintenance of knowledge database, writing and verifying knowledge articles.