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 strategic partnerships with third party developers for the WD personal cloud Do More platform.

•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 performance indicators, customer satisfaction surveys, and many more metrics. •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.