Sara Tupas Email & Phone Number

New York, Ny, Us

New York, Ny, Us

Austin, Tx, Us

Sourcengine.com is a global B2B e-commerce marketplace for electronic parts. Summary:- Overseeing complete digital experience/ customer journey for an in house developed B2B e-commerce site- Scaling out e-commerce team with addition of a scrum master and hiring of a product manager - Managing product roadmap and helping team to transition to outcome based roadmap planning- Working with team of development, design, QA, analytics (~20) + cross-functional stakeholders and executives to solve customer and industry problems - Partnering with marketing on efforts in all parts of the funnel from acquisition to conversion/retention Accomplishments- Launching a voice of the customer program to enable user testing/validation and data-driven decision making- Led product efforts for integration between e-comm platform and marketing CRM tool for automated customer welcome emails along with tracking and UI improvements to various transactional emails. - Partnering with analytics team on new product analytics dashboard to track core KPIs such as new sign ups, MAU, check out abandonment, average days between order, etc.- Implemented redesigned manufacturer’s pages to improve user experience and increase SEO capabilities.- Gained approval on a roadmap for improving user acquisition through technical and non tehcnical SEO + a sign up experience overhaul along with improving retention and revenue through reducing check-out abandonment and enablement of automated email marketing campaigns.- Established marketing - product collaboration process improving team relations, building visibility to shared work in jira, and resulting in more targeted product marketing efforts.

Irvine, California, Us

Led a team of 4 high performing product managers + QA with dotted line project management and UX designers. Collaborated with 75+ technical resources. Partnered heavily with marketing, finance, and customer service. Team capable of delivering on 20+ features concurrently in a fast-paced environment.Developed product vision, strategy, roadmap, and metrics/KPIs for domains including account & order management, sign up, user generated content, communications, customer servicing, fraud prevention, and privacy and compliance.Responsible for designing and implementing new organizational structures with leadership to improve product strategy and ability to execute on cross functional initiatives quickly. Mentored and coached team members to become top performers.Accomplishments:Leader in cross-functional team launch of iHerb’s sister branded beauty store in Q4 2019Overseeing communications team that implemented marketing opt in strategies resulting in 10% lift in customer opt in rates, abandon cart communications that resulted in a 12% purchase conversion rate, and launch of SMS program garnering 10% of customer base subscribing within first 90 days Improved user generated content response rate which meant significantly more content to influence shoppers buying decisionsConducted competitive vendor analysis and pricing negotiations to migrate customer service team from outdated tool to a lightweight CRM that resulted in over 50% reduction in response time to customers, 10% reductions in customer contacts, and automated reportingRevamped online returns/refunds process that caused excess inquiries to a customer friendly experience that stabilized refund rate below industry standard of 4%Implementation of cell phone based log in program resulting in a global average rate of 95% successful account creationInitiated Voice of the Customer committee to improve customer experience by acting on feedback from customers and making data driven decisions.

Singapore, Sg

Lead technology efforts from ideation to post implementation for a division of 30 field offices. Initiatives included integrations and tools for Mobile Resource Management, Inventory Management (Microsoft Dynamics), a proprietary Scheduling system, Client Proof of Service, and a Productivity Reporting Dashboard. Oversaw field pilots, user acceptance testing and all aspects of quality assurance testing. Providing presentations on high visibility projects and communicating regular project forecasts/updates to VP of IT and Operations.Key Results• Reduced user workload by 50% in scheduling activities by implementing low cost scheduling tool that also reduced user frustration/fatigue• Garnered recognition and awards from largest client for most innovative supplier and helped to ensure organization’s status as top tier supplier to that client• Saved organization 20% on annual software licenses and established service level agreements with vendor by leading initiative to migrate via re-deployment of software to a direct versus brokered solution• Streamlined user work flow by integrating user processes between 4 applications• Created communication channel for best practices between offices by implementing best practice program and deploying videos and messages to managers/users via mobile training app• Mentored year long interns contributing to increased productivity on projects, unique perspectives, and the development of young professionals

Singapore, Sg

Acted as the liaison between field managers from 45 locations and the IT department to implement new systems and enhancements. Heavily involved in business and data analysis, requirements gathering, testing, application support, training design and instruction, and implementation of operational initiatives. Key Results• Ensuring implementation of quality programs by making certain accurate user requirements were understood by acting as a subject matter expert and liaison between operations and IT dept.• Designed training materials and hosting web-based and regional in person trainings which contributed to successful user adoption of new applications • Participated in successful data migration when company acquired a competitor • Automated manual auditing and reporting through side projects with in-house developers

Bachelor'S Of Science, Information Systems

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