Sargon Palmer Email & Phone Number

Austin, Texas Metropolitan Area

Austin, Texas Metropolitan Area

- Led the development of onboarding resources, including a Customer Journey Playbook, Internal Knowledge Base, and partner enablement materials, resulting in a reduction in onboarding time- Spearheaded alignment efforts with product, sales, and executive teams to iterate on Ideal Customer Profiles, providing a critical resource in lead qualification that led to an increase in qualified leads- Designed and produced comprehensive API documentation, equipping developers with complete instructions for acquiring keys, integrating functions, and managing response events; resulted in a decrease in support requests- Executed User Acceptance Testing by documenting bugs and change requests in Jira, enabling the development team to address issues promptly, leading to a decrease in post-launch defects- Delivered captivating pitch decks and product demonstrations to over 100 prospective customers, partners, and investors, resulting in an increase in new business acquisitions- Produced captivating marketing materials, such as visually stunning infographics and compelling videos, to engage and convert prospective customers; resulting in an 80% click-rate

Austin, Texas Metropolitan Area

- Led cross-functional team to build one of Mastercard’s first API solutions in the Azure Cloud; API and associated documentation received the highest score from an internal review process- Optimized customer onboarding experiences by analyzing data and collaborating with the Customer Success team, resulting in a significant improvement in overall onboarding efficiency- Revamped and maintained a comprehensive library of sales enablement materials, including value proposition messaging, product capabilities, and data coverage; resulting in an improvement in win rate- Hosted monthly updates to the company, showcasing product portfolio highlights, key customer insights, and future roadmap; engaged cross-functional teams and increased alignment on strategic initiatives- Mitigated the surge in credit card disputes due to the COVID-19 pandemic by developing and sharing a comprehensive resource guide with issuers, resulting in a decrease in dispute escalations

Austin, Texas, United States

- Directed the maintenance and dissemination of comprehensive roadmaps, informed by thorough market and competitive analyses, and guided by corporate strategy; leading to a decrease in project delays- Transformed defect triage process through the consolidation of systems, streamlining of data inputs, and formalization of response procedures; decreasing defect age- Conducted usability testing sessions with over 30 end-users, representing diverse user personas, to evaluate application intuitiveness and goal achievement, and communicated detailed findings to key stakeholders- Presented captivating product demonstrations to internal and external stakeholders, showcasing upcoming enhancements and gathering valuable feedback for future product innovations; instrumental in driving an increase in customer satisfaction (CSAT) scores

Austin, Texas, United States

- Spearheaded the successful transition from waterfall to agile/scrum methodology, overseeing research, change management planning, and implementation, thus increasing development efficiency - Led 5 concurrent scrum teams to bring to market a web-based enterprise software application to provide practice management (PM) and electronic health record (EHR) solutions for optometry offices- Implemented and streamlined a customer feedback process using Salesforce Cases and Solutions, resulting in a reduction in average resolution time

Austin, Texas, United States

- Directed a team of developers and QA engineers to publish first company mobile app; researched best practices and design standards, performed usability testing, and deployed on schedule- Led the successful launch of a robust user group program, gathering valuable insights through surveys, and incorporated feedback to drive iterative enhancements, leading to an increase in user adoption- Developed comprehensive business requirements and impactful mock-ups for a groundbreaking client-based software solution, revolutionizing order entry for customers without internet access; resulted in a reduction in order processing time

Houston, Texas, United States

- Researched, coded, and tested user-found issues and functionality enhancements for automotive dealership software, specifically the Finance & Insurance and Vehicle Inventory modules- Authored design documents from product manager modification proposals as well as program change notifications- Mentored new programmers through a series of training courses

High School Diploma

Activities and Societies: Orchestra President (Viola)

Bachelor Of Science (B.S.), Computer Science

Activities and Societies: Intramural Sports (Basketball, Flag Football, Golf)