Jonathan - Product Manager with 5 years of experience in SaaS industry

Managed product lifecycle from conception to release, aligning with business goals.

Applied Scrum and Kanban practices to improve project delivery and team collaboration.

Conducted user research and applied findings to enhance product usability.

Utilized analytics tools to interpret user data and inform product decisions.

Handled first-tier customer issues with a 40% conversion rate., Documented and escalated complex technical problems (Tier 2)., Reduced average handling time by 25% through CRM optimization., Applied consultative selling techniques to enhance customer experience.

Resolved real-time customer inquiries during deliveries., Helped implement a CRM system to streamline support and tracking., Coordinated with internal departments to ensure service delivery.

Assisted over 100 daily customers, achieving 95% satisfaction., Initiated feedback tracking that reduced complaint rates., Trained new staff on communication and conflict resolution.

Developed service protocols that cut issue resolution time by 30%., Led complaint handling with a 20% drop in recurring issues., Fostered internal communication to enhance support workflows.