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Appian Corporation
Product Manager II: 9.2020 - Present
Shipped a Kubernetes Operator for on-prem k8s deployments for a complex multi-service software product. Managed the Beta program leading up to the GA release. Product Owner for the team responsible for the Operator for both self-managed and hosted cloud environments.
WEX Inc.
Digital Product Manager: 1.2019 - 8.2020
Lead user research initiatives (and shipped improvements) for usability and WCAG compliance on a complex commercial payments platform.
mHelpDesk
Associate Product Manager: 10.2017 - 1.2019
Product Owner on key integrations (ex: QuickBooks), and lead various UX improvement initiatives. Assisted in building a new process and structure for a new Technical Support team for defect management.
Senior Product Specialist: 3.2017 - 10.2017
Owned comms between the engineering and technical support teams and managed escalated issues. Built Salesforce reporting for the Customer Onboarding team and combined that with my own analysis on a recurring basis. Intuit Quickbooks integration support.
Customer Happiness Specialist: 6.2015 - 3.2017
Frontline support for the platform, integrations, bugs. Built voicemail tracking and statistical analysis, rebuilt chat analytics w/ Intercom.
Uber
CSR: 7.2014 - 6.2015
Contract customer support during rapid growth era of Uber. Managed heavy volume of incoming tickets. Built better reporting and filtering for the queues.
George Mason University - Political Science, History, Photography
Norfolk Academy - Class of 2007