Tommy B. Nguyen Email & Phone Number

Mesa, Arizona, Us

Owns, maintains, and prioritizes the Product Backlog for assigned products and keep a balance between delivering value while satisfying or achieving the goals of stakeholders.Develop detailed business requirements that meet the needs of internal and external stakeholders and support corporate objectives.Establishes good communication channels and relationships with stakeholders – both internal and external – while collaborating to drive products and features from concept to launch in a fast-paced environment.Work closely with software development scrum teams to deliver competitive products to meet market and business needs.

Boston, Ma, Us

• Collaborate with cross-functional teams including developers, designers, and stakeholders to create and prioritize a product roadmap based on user needs and business objectives.• Define user stories, acceptance criteria, and prioritize product backlog in Jira and Confluence, leading to a 20% reduction in feature request backlog and improved team velocity.• Conduct agile ceremonies such as sprint planning, backlog grooming, and retrospectives, ensuring team alignment and productivity.• Assist in conducting user research and usability testing to validate product assumptions and gather feedback for future product improvements.• Conduct user acceptance testing and work closely with quality assurance teams to ensure high product quality and a smooth user experience.• Work closely with UX Designers to create wireframes and prototypes, and ensure consistent user experience across the product.• Conduct market research and competitive analysis to identify industry trends and opportunities for product innovation, resulting in a 25% increase in customer satisfaction ratings.

Irvine, Ca, Us

Provide project management of sunsetting products, provide advanced end-user and internal support for specific projects, and work cross-functionally with multiple teams to ensure great client health/retention. Work and collaborate across multiple teams and partners in order to monitor the movement of each project, provide clear expectations and support for specific products, and to minimize churn of core products.• Led a small team of developers with the migration efforts of two products being sunset, and helped reduce annual churn for other key products by 15%..• Perform requirement gathering for development team, creating backlog items in JIRA with user stories and acceptance criteria. • Meet regularly with external stakeholders, such as partners and customers, in order to fully understand customer needs and pain points. • Manage key projects to ensure adherence to key timelines and objectives, working closely with multiple teams throughout the project’s timeline.• Manage client expectations and concerns on an as needed basis, identify instances where escalation can and should occur resulting in increased CSAT scores averaging over 95%.• Provide a monthly cadence of client-facing updates in a newsletter format, working in conjunction with all key teams to identify updates, for internal review which increased customer engagement by 30%.

Irvine, Ca, Us

Irvine, Ca, Us

On my industry expertise within the field, I am accountable for communicating with clients across multiple districts. In addition, I am the person in charge of escalating and resolving issues by using Zendesk and Talkdesk which enabled on-time workarounds for clients and detailed documentation of issues for the Development Team to make improvements on the product. I demonstrated skills in working effectively with the Product Team regarding upcoming releases through insights in alignment with client and company specifications. I handle the documentation and write-up bugs and improvements through JIRA to be used by the Product and Research and Development Team to conduct research and as basis in improving company products.Highlights• Supported the initiative in promoting business through high customer satisfaction and net promoter scores• Provide assistance to teachers and educators in using Illuminate's products to make a difference in student's lives• Interface with more than 15 to 20 clients daily and assisted them in solving issues by demonstrating in-depth understanding of the product’ maintained high customer satisfaction (CSAT) rating of over 99%

Irvine, Ca, Us

Redmond, Washington, Us

At this position, I functioned effectively business captain responsible for managing external sales through Customer Relationship Management system to determine customer needs as well as developed appropriate solutions from existing product line. I have spearheaded strategic initiatives and coordinated with internal and external stakeholders in implementing innovative strategies for long-term client development. In this role, I applied analytical skills in assessing and coordinating product-related activities to meet and surpass needs. Moreover, I dealt with terms and established quotes for clients based on product specifications. With my background in product management, I have product knowledge delivered across all Microsoft retail products, devices, and service offerings. Mentored and guided the Human Resources Team with regard to onboarding and training process.My other roles and responsibilities and accomplishments include: • Driving the improvements in operational efficiency while ensuring consistency in delivering high standards of sales and service toward support to Microsoft retail goals and objectives• Gaining recognition as top revenue producer with 15% accumulated sales for the store; as well as Most Valuable Player Award in Dec 2014

Bachelor Of Science (B.S.), Business Administration And Management, General

Certificate, Product Management

Certificate, Scrum