Saddle Rock Legal Group

Vice President of Product Development

Apple IOS Developer University Program

I have conceptualized, designed, developed, deployed, and marketed my own 3 mobile iOS apps to solve small problems in people's lives. I program in Swift, Xcode Interface Builder, UIKit, and Objective- C. I used a mix of local Core Data and Cloud storage referencing JSON files. I leverage Apple's documentation and understand their Human Interface Guidelines. I commit all my code securely to a GitHub repository. I recently added Google AdMobs to monetize through ad impressions.

Apps:
1. Family Home Evening App (387,000 total downloads with 1,600 monthly active users).
2. Basketball Simple Stats App (682,000 total downloads with 20,000 monthly active users during regular season).
3. Bundle of iMessage Apps (10K downloads).

I have a 4.8-star rating in the app store. There have been over 1M downloads between all my apps in the last 6 years. I manage all my customer feedback and new feature releases.

Owner, Independent iOS Developer

Software Technology Group

I work as a Director of Systems Applications and Products (SAP), I help clients implement internal products to improve individual & team productivity. I improve processes through custom setup, integrating systems, & workflow automations. I am an expert with the following systems applications and products:

Project Management Tools: Atlassian (Jira, Confluence, Bitbucket, Trello), Asana, Monday.com, & ClickUp.
Custom Relationship Management Tools: Salesforce, JIRA Service Management, Zendesk, HubSpot, Microsoft Dynamics 365, & SAP CRM.
Enterprise Resource Planning Tools: Oracle NetSuite, Microsoft Dynamics 365, & SAP Business One.
Enterprise Solution Tools: Sharepoint Intranet, Groups / Teams / Directories, & Share Drives.
Communication Tools: Slack, MS Teams, Zoom, Outlook, & Gmail.

Senior SAP Technical Consultant

Switch Reward Card

Switch is a Web3, Blockchain based, financial technology (Fintech) services ecosystem. The blockchain is empowered by a global decentralized node network where node licensees are rewarded with SWITCH digital rewards. I was responsible for the Switch E-Commerce customer experience. My engineering team built 3 primary service offerings using Salesforce as our CRM to manage all customer data.

I was in charge of all Systems Applications and Products (SAP). I led 3 development teams through Agile methods that consisted of Scrum Master, Product Owner, Business Analysis, Change Management, Engineers, Quality Assurance (QA), and DevOps. Our technology platforms consisted of the following: Atlassian (Jira & Confluence), React, C#, .NET, ArgoCD, GitHub, AWS, MongoDB, MSSQL, Power BI, DataDog, LaunchDarkly, Pendo, Miro, Figma, and IcoMoon. I lead our Engineers with strong interpersonal skills to manage a software development team as a servant leader. I'm responsible for ensuring that design requirements are met, overseeing the consistency of user experience, software architecture decisions and managing a team of product and developers. My responsibilities also included product roadmap in future strategy and tactical delivery.

Impact:
- Improved Product Engagement Score (PES) from 22 to 64.
- Sustained a Net Promoter Score (NPS) of 67 for an entire year. 
- Improved Adoption by 22% within 3 quarters.
- Sustained Stickiness by 10% within 2 months.
- Increased Growth by 30.7 within 1 year.

Director of Products

doTERRA International LLC

My team is responsible for all doTERRA's 8 websites and the content and UI/UX that generates ~20M leads each year through our campaign efforts. My team manages the digital product life cycle from start to finish, which includes discover, define, design, development, and deploy new feature releases through Kanban (using Asana). In 2021, we launched 12 new product features and 386 small UI bug fixes.

My team is also responsible for all US Digital Product Marketing content. I was in charge of Systems Applications and Products (SAP). We used Hybris Content Management System (CMS), AWS was our Digital Asset Management (DAM), Salesforce was our Customer Relationship Management (CMR), and Salesforce Marketing Cloud as our email client. This includes web content and emails (>250K each month), text messages, and mobile push notifications. My team directly impacts the number of site visitors (>1M each month) and our customer's website experience. We support the business and sales efforts through promotions, product updates, podcasts, videos, educational content, blogs, and general information. Through my team's market research efforts, sales management, and cross functional team collaboration, we contribute to over $3M in E-commerce sales each year from our various channels. I have analytical skills and experience in this role installing and using Google Analytics, FullStory, Sharepoint, PowerPoint, and Tableau.

Impact:
- Grew Conversion Rate 5% by understanding fallouts.
- Drove a Click-Through Rate (CTR) increase of 7% by changing send times.
- Dropped Customer Churn Rate 4% through better incentives.
- Expanded Social Media Engagement by 1M+ new users with the addition of LinkedIn.

Director of Product Management

I was responsible to optimize for scalability and sustain customer satisfaction through objective data analysis. I documented all our product management processes to maximize team structure and efficiency. As the Lead Sr. Product Manager, I was responsible for the team's onboarding, training, capacity, and capability of our product managers through process improvement practices, and tools development. I taught my team members how to estimate time deliveries (ETAs), how to predict service level agreements (SLAs), and most importantly measure an Return on Investment (ROI) forecast and actuals. I record Key Performance Indicators (KPIs) and track them to measure progress and report success. I was responsible to implement product strategies that reduce friction and improve customer experience through better UI/UX and in my digital products.

My team acts as a mediator between the customers, design team, business, and technical engineer teams. I help by communicating customer needs and translating those needs into new digital product features for improving software delivery processes and an excellent product. I support 12 different digital products on various platforms. We used: Workfront, Jira, GitLab, and Salesforce (as our CRM for all new products).

Impact:
- Migrated large volumes of data from legacy systems to Salesforce while ensuring data integrity and accuracy.
- Provided end-user training to enhance adoption and utilization of Salesforce functionalities, contributing to a more productive and collaborative work environment.
- Trained 18 Product Managers Agile Methodology and how to become a Certified Scrum Product Owner (CSPO).
- I owned 12 software applications in 2 years, where all where delivered on time and within budget.
- Biggest project had 18 countries, 22 languages, and brought in $8M in sales the 1st year and $120M in 2020.

Sr. Product Manager

Microsoft

Assisting my clients in installing Systems Applications and Products (SAP), solving problems and improving business through increased customer experience. I do this through uncovering customer insights, building journey maps, calculating Customer Satisfaction Score (CSAT) & Customer Effort Score (CES), and building automated solutions based on both qualitative (Qualtrics customer feedback and reviews) and quantitative (Vendor competitor analysis) findings. Through my thorough data analysis, the outcome was that I built 4 targeted personas with 12 suggested change management tasks. It had an estimated budget of $600K to implement and in total, the project was forecasted to save Microsoft $4.3M in potential automated bot solutions using a blend of Artificial Intelligence (AI) and Machine Learning (ML).

Impact:
- Return on Investment (ROI) of $4,300,000 USD within 1 year.
- Process improvement of 10x capacity increase through bot adoption.

Customer Experience Consultant

Vivint

My team was in charge of Vivint's Voice of the Customer (VoC) program and user experience. Our main KPI was our relationship NPS score. My teams focus was to improve our Customer Experience (CX) rating by sharing results with department leaders around: broken processes, rude employees, and product failures. I created an automatic way to follow-up with actionable projects for teams to innovate and reduce reoccurring issues. I customized workflows through webhooks and API end points to connect and keep our 3 systems in sync: Qualtrics (which was our input form the customers), Salesforce (which was our CRM), and Trello which was our project management (PM) tool. I lead a team to migrate data from our old to Salesforce DB as the new source of truth. I was the doer of all: Salesforce developer, admin, as well as the analyst dissecting the data and turning it into actionable steps for my teams.

Impact:
- Celebrated a record year with a 36% CSAT score improvement YOY. 
- Expanded our NPS results from a -12 to a 60 in less than 1 year.

Director of Customer Experience

Program Manager of process improvements, including business planning, consulting, & service strategy development. Advising supporting teams with better standard operating procedures, new training curriculum, and systematic solutions to broken or legacy methods. Focus is improving customer experience through better cross-functional teams calibration.

Sr. Product Manager of "Business Process Improvements"

Amazon

Define product strategy, share business cases, and build roadmaps. Manage specification, deliver and deployment of new product launch. Focus was customer/seller satisfaction, quality, and adoption of launched programs. My primary responsibility was user experience and design of the FBA categories within my scope.

Sr. Product Manager of "Fulfillment By Amazon" (FBA)

Create and sustain standard operation procedures and inventory control methods. Manage continuous improvements, quality checks and responsible for validating improvement savings and IRDR DPMO. Manager of managers and accountable for entire teams performance.

Product Manager of "Continuous Improvements Ops"

First role as manager of managers, where I was accountable for entire teams operational performance. Manage tactical day-to-day operations. Focus on schedules, safety, quality, and productivity. I developed 4 managers and was responsible for up to 211 people during peak session.

Project Manager of "Operations"

I managed 15-35 associates. I was accountable for my team’s safety, quality, and productivity and responsible for process improvements, proper work flow to ensure critical pull times are met for outbound departures, prevention of bottlenecks and roadblocks, and hit 100% to expected production plan. Assigned to outbound nights, 8pm-9am, for 9 months and transferred to days as inbound manager.

Area Manager of "Operations"

I was a Sales Support Representative who was responsible for 200+ client base accounts within assigned geographical area.  Maintained existing account revenue and generating a minimum of $150K each year in new revenue.  Maintain a high demand of customer satisfaction.  Client consultation services include; maximizing client’s bottom line in business management, financing, supply chain solutions and internal shipping processes.

Account Executive

I was responsible for a team that loaded over 7,500 packages daily in a 4 hour window and for the overall safety, quality, safety coordination and evaluation of assigned center in operations.  Measured 98% effective to plan.

Center Supervisor

Experience: I have 16 years of total Product Management experience, with 4 years in project/program management, 3 years with customer experience, 4 IT solutions, 3 operations management, and 2 marketing & business management.
Soft Skills: I have a very strong commitment to good project management skills: setting and tracking SMART goals, and maximize my team's velocity and output. I specialize in analytics, external/internal networking, global standard operating procedures (SOPs), and process improvements usually through some form of automation.
Hard Skills: Proficient with CRMs like Salesforce, SAP, Oracle, and MS Dynamics 365. As a developer myself, I'm an experienced front end (UI/UX) developer trained in Figma, HTML, CSS, Swift, Objective-C, and XCode. I have experience with back end data that includes SQL, JSON, Git, AWS, Power BI, Tableau, and of course raw data mining through CSV/Excel.
Highlights: I have either personally built or led 20+ end to end world wide products that have made a combined revenue of over $225 million USD. I drove great Product Development for large Software as a Service (SaaS) companies at scale.

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