Prioritized features and enhancements based on customer feedback, market trends, and business objectives, resulting in a 45% improvement in customer satisfaction.Fostered collaboration with cross-functional teams to swiftly identify and address root causes of defects, effectively thwarting brand resellers through JIRA Epics with an impressive 95% completion velocity.Utilized analytics tools to track key product metrics, enabling data-driven decision-making and refinement of product strategies.Implemented A/B testing for key features, resulting in a 25% improvement in conversion rates.Spearheaded in-depth system analysis for seamless e-commerce systems integration, ensuring optimal performance and implementing preemptive measures against potential instability. Successfully achieved a remarkable 95% reduction in potential incidents.

Successfully led a dynamic team of Product Support Associates, surpassing department objectives and clearing Zendesk backlog within a span of 15 months.Acted as the vital internal liaison between Product Managers and Customer Support Managers, identifying and resolving long-term customer pain points.Collaborated with UX/UI designers to create intuitive and user-friendly interfaces, contributing to a 30% increase in user engagement.Conducted usability testing and gathered feedback to iterate on product designs and enhance overall user experience.

Proactively translated client support requests into automated application improvements, creating leverage for the DevOps Team through the adept use of SQL and Linux commands.Monitored product feature releases and expedited bug escalations to Product Managers, Client Delivery, and DevOps Teams.Provided proactive training and management for the Global Product Support Team, ensuring comprehensive understanding of every product update, advanced system configuration, and custom workflow procedures for real-time decision-making.Spearheaded incident response and remediation documentation for client-specific outages, contributing to a 33% decrease in average handling time.Developed an impressive array of 45 automated response macros on Zendesk, resulting in a substantial 50% decrease in the first-reply time average.

Managed service task requests, critical incidents, and software usability cases for more than 90 domestic and international clients and provide timely solutionsCoordinated internal technical support resources and manage bridge calls between clients and up to 5 technical support teams to provide solutions regarding critical incidents facing the client's environmentsDocumented priority one reports of major incidents to upper management providing in-depth reporting and root cause analysis to mitigate client riskProactively informing clients of any concerns with their hosted Eagle environment(s) and suggesting efficient technical remedies to safeguard potential threatsIncorporated extensive knowledge of ServiceNow, client system configurations, and workflows to ensure client trade, price, and security files were processed proficientlyCoordinated daily bridge calls, along with supporting email documentation, between the U.S.-based technical teams and India teams to handoff critical items as part of a 24/7 hour supporting service