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• Collaboration on product strategy and execution.
• Optimizing internal processes and best practices.
• Spearheading new initiatives. 
• Delivering features and enhancements for customer satisfaction and business objectives.

Product Manager

Swept Janitorial Software

As the sole Product Manager, I work closely with our CEO and Executive team to bring amazing product visions to life, and lead different projects across the organization. 

I also manage a variety of initiatives and responsibilities, such as:

• Reporting to the CEO for feature discovery/improvements, and strategizing (including mock-up and workflow creation).
• Creating and managing detailed feature requirements documentation; enabling our development and QA teams to build and test effectively. 
• Creating and updating project plans to bring focus and clarity to business initiatives. 
• Creating, updating, and improving processes to aide in streamlining workflows and empowering the team. 
• Tracking and reporting on product-based metrics.
• Managing, reviewing, and reporting on feature request data to help make informed decisions for product development and roadmapping. 
• Creating, managing, and executing on GTM project plans with key stakeholders for successful product launches. 
• Working with UI/UX Designers for thoughtful collaboration. 
• Interviewing and onboarding new team members.

• Create and update software requirements for new and existing features.
• Define user workflows and user experience for new feature concepts.
• Work with UX designer to create feature mock-ups and prototypes.
• Create release plans and regression test plans.
• Work with development team to create technical release plans.
• Assist director of product in daily team organization and project planning.
• Create/document policies and procedures for improved team efficiency and collaboration.
• Time management and organizing cross-functional teams for project collaboration.
• Create and manage Go-To-Market plans.
• First point of contact for development team for product decisions during development.
• Provide support to the customer success team in regards to product-related questions.
• Interview and onboard new team members.
• Assist in QA testing as required.

Associate Product Manager

• Management of QA team and daily tasks/initiatives.
• Web and mobile application testing using Google Chrome, Apple Safari, and Mozilla Firefox. 
• Testing mobile deployments on Android/iOS using HockeyApp(App Centre) and TestFlight.
• Performance and limitation testing.
• Exposure to API testing.
• Manage regression planning and execution. 
• Prepare test cases using Gherkin (Cucumber). 
• Report and manage tickets through Jira. 
• Work alongside customer support team for ticket management and client follow-up. 
• Use of Confluence for feature documentation and review. 
• Use of Kobiton, Jenkins, and Sequel Pro. 
• Familiar with Kanban, Scrum, Waterfall and Agile software development.

Quality Assurance Analyst (Team Lead)

• Escalation point for incoming customer issues.
• Worked with clients to identify, understand and reproduce issues.
• Assisted QA team in troubleshooting issues, testing and logging tickets for further documentation. 
• Managed internal queues for customer bug tracking and follow up once issues were resolved.
• Provided customer feedback to product and development team for new features. 
• Feedback and suggestions for efficient procedures.
• Interviewing candidates for marketing, revenue, and development teams. 
• Training of new team members and on-boarding.

Customer Experience Lead

• Frontline support for incoming customer inquiries.
• Technical support for customers as well as internal team.
• Provided training, troubleshooting and recommendations for client requests.
• Logged tickets for customer bugs and feature requests.
• Proactive outreach when customer issues were resolved.
• Voiced customer feedback.
• Use of Intercom, Amity, Chargify, Slack, Product Board, FreshDesk, Tettra, Zoom, Vidyard.

Customer Support Coordinator

SoftMoc

• Ensured efficient operations of store and all staff members at any given time.
• Provided product knowledge, consultation, recommendations and assistance to customers.
• Improved sales and store statistics in revenue and customer satisfaction.
• Lead on-boarding manager for new team members, including part-time, supervisor and manager roles.
• Daily use of point-of-sale system and submission of customer data.
• Managed inventory, supplies and supply shortages.
• Maintained visuals, displays and store cleanliness.
• District Manager Report - Lead sales rep in numerous months.
• First place winner for best customer service experience in Canada.
• Third place winner for best customer service experience in East Coast.
• KnowBe4 email safety course certificate.

Assistant Store Manager

Old Navy

• Managed stock team of up to 16 team members.
• Responsible for quick, efficient merchandising of store.
• Assisted customer needs.
• Daily point-of-sale system use.
• Lead in promotion sign-ups from customers.

Stock Specialist (Supervisor)

Product Manager | Tech / SaaS lover | Foodie | Gaming Enthusiast | I like to write stuff ✌🏻

Hey, I’m Santi 👋🏻

Some key notables about me:

I have a super strong sweet tooth 🍫

Cat person. That is all. 🐱

Lover of gaming 🎮

S’mores Chai tea -> try it. Thank me later. ☕️


Now that we’ve established that…


Professionally, I’m a Product Manager in the B2B SaaS space, and I’m on a mission to be the best PM I can be 👊🏻 

I thrive on bringing cool ideas to life, accomplishing goals, and seeing people win. 

Simply put: I want to do great work and help others do great work, all while bringing positivity and cheer as I go. 

I also share content here on LinkedIn about a variety of things, so feel free to follow along if you’d like!


Peace and love y’all ✌🏻

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