P R O F E S S I O N A L    E X P E R I E N C E :

Yahoo!, Inc.; Sunnyvale, CA

05/02 – Present

>>Yahoo! Tones - Producer

05/05 – Present

• Driving product vision and strategy, providing cross functional leadership coordinating with business development, marketing, legal, engineering, QA and design groups.
• Content manager; directing global team responsible for content programming, merchandising, and features.
• Relationship manager; main point of contact for partners, vendors and content providers (major music labels, game providers, etc.).
• Working closely with QA and engineering to identify and fix bugs and make incremental enhancements between major releases.
• Spearheading network integration, which is the main source of discovery for Yahoo! Tones, by working closely with other Yahoo! teams.
• Creating functional specifications, requirements documents, and statements of work for Yahoo! Tones products and promotions.
• Analyzing reports to identify trends and maximize promotional activities and merchandising.

• Analyzed and documented monthly statistics and trends for multiple partners to prioritize product development and evaluate the effectiveness of outsourced care teams.
• Evaluated customer feedback to identify and recommend key service feature improvements.
• Liaised to product team during product launch to represent the voice of the customer during PRD development.
• Managed day-to-day relationship with outsourced Customer Care teams at Convergys, Daksh, BT, and SBC by performing QA, monitoring SLAs, and providing up-training as needed.
• Initiated weekly Customer Care/Product meetings to communicate and correctly prioritize bugs.
• Defined and establish processes such as a complete internal/external escalation process for British Telecomm and Yahoo!, including product to product, NOC to NOC, and via the Customer Care channel. This process has since been adopted by both BT and Yahoo! to facilitate the more efficient handling of escalations.
• Identified process improvements, one of which led to saving Yahoo! at least $600,000 per year.

>> Yahoo! Personals - Customer Care Supervisor

9/02-4/03

• Acted as Supervisor for Personals Ad Review team of 25.
• Empowered team and was able to reduce service levels from 48 hours to 12 hours.
• Handled QA of Sunnyvale team as well as our outsourced team to ensure quality training.
• Analyzed agents’ utilization in order to be efficiently staffed.

>> Yahoo! Store – Customer Care Technical Support

5/02 - 9/02

• Troubleshot customer HTML & DNS issues.
• Provided phone and e-mail support for Yahoo! Store, an e-commerce solution.
• Assisted in the development of new hires for phone support and Store technical issues.

• Manage a staff of Customer Care Associates.
• Responsible for hiring and developing Customer Care Associates.
• Develop policies and procedures for Customer Care department.
• Create position plans and performance evaluation for Customer Care staff.
• Develop email responses to end users and ensure quality of responses with a guaranteed 24 hour response time.
• Identify consumer concerns and communicate important feedback to the appropriate teams.
• Publish weekly company wide user feedback newsletter.
• Participate in cross-functional product development team.
• Work with QA department reporting bugs, as well as integrating resolutions.
• Work closely with Engineering team to test, troubleshoot, and integrate new products.