Product Support Lead Resume

PROFESSIONAL EXPERIENCE

Confidential

Product Support Lead

Responsibilities:

Responsible for deep analysis and summarization of user feedback(40K+ report/month from Help Center, Play Store, In - App feedback) complex issues and spike alerts for Google Search,Translate and News - significantly improved product functionality and user experience
Maintain and optimize processes for feedback assimilation and de-duplication from multiple channels (community forums, dogfood/beta programs, surveys, issue testing and replication)
Enhanced user support knowledge base leading to increased user satisfaction and engagement, in close collaboration with engineering and product teams
Ownership of user feedback taxonomy for the Family Link product - tag hygiene, tag audits, tag nomenclature
Conduct quantitative analysis, data mining and data visualization of user feedback and share with stakeholders to prioritize product features and fixes.
Monitor all product bugs and provide input as needed (research product features to repro, give additional troubleshooting, attach relevant feedback reports, etc.). Investigate one-off product escalations as needed and recommend responses. Collaborate with Product Support Specialists to scrub outstanding bugs.

Confidential

Product Manager

Responsibilities:

Responsible for market research, product strategy, overall architecture, user experience design and release planning for the 8 applications.
Responsible for product roadmap and initial set of requirements.
Product Demo to customers.
Aquired 30% more users through Google and Facebook ads.
Improved Monthly and Daily active users’ metrics by 45%, help increase retention and reduce churn to 15% through data collected from localytics .
Delivered innovative and modernized user experience by working with UX and users to address problems for iQueue (Android, iOS and Web)
Designed the wireframes for the screens focusing on simplicity and amazing user experience.
Wrote new user stories based on the customer's feedback, app store reviews and suggestions and prioritized the backlog to develop the most important features.
Took the lead to solve a real-life problem of long queues by developing iQueue/iQueue Client (an intelligent queue management system).
Testing of all the applications