Summer Limbo
Customer-centric digital product leader specializing in conversational platforms, messaging ecosystems, and web applications at enterprise scale.
- Role
- Sr Product Manager Cx at CSG
- Location
- Omaha, NE, US
- LinkedIn followers
- 500 followers
About Summer Limbo
SUMMARY OF PRODUCT MANAGEMENT SKILLS Extensive Product and Client Services Experience (SaaS and CCaaS) 10+ Years Agile/Scrum/Kanban/Lean experience 10+ Years using JIRA to create Initiatives and write EPICs and User Stories Experience in multiple verticals including Financial Services, Retail Pharmacy, Digital Satellite/Cable Television, Healthcare, Hospitality Experience working closely with technical teams, business partners and customers to gather and define requirements for software products and features. Writing Business Requirement Document (BRD)/Product Requirement Document (PRD) Roadmap Planning Backlog Grooming and Prioritization; Sprint Planning 3rd Party/Vendor Relationship Management Project Management Team Leadership & Management Making Data Driven decisions Award Winner - 2020 Excellence in being Customer Centric, PayPalContact Center Specific Experience Expertise in Self Service Channels such as Inbound and Outbound IVR/Voice and SMS/MMS Notifications, RCS, Chatbot, Help Center, etc.(Digital Transformations) Customer ID and Authentication Conversational AI/Entities Advanced Speech Recognition/NLP Intelligent Routing UX/UI/Dialog Design API Management & Monitoring Omni Channel Customer Journey Mapping Voice Biometrics Application Reporting and Performance Analysis using tools such as MicroStrategy, Twilio Insights, NICE IVRA Call Log and data analytics Reducing Customer Friction Troubleshooting, research and issue trackingClient Services Specific Experience Managing external client accounts including many Fortune 500 companies Relationship building in order to increase loyalty and grow business Managing team of Account Managers in direct client contact Project Management Developing training and onboarding materials Ongoing mentorship and employee development Managing pricing and billing of accounts Excellent Written and Verbal Communication SkillsCustomer Centric Mindset
Experience
Sr Product Manager Cx
Jan 2024 — Present · Omaha, NE, US
Product Manager for Outbound Communications Template Builder - Email, SMS/MMS and RCS
Education
American University
BA, Public Communication
Skills
- Saas
- Visual Ivr
- Call Centers
- Software as a Service (Saas)
- Cti
- Ivr
- Enterprise Software
- Program Management
- Telecommunications
- Crm
- Team Management
- Customer Relationship Management (Crm)
- Public Speaking
- Telephony
- Business Analysis
- Voip
- Vendor Management
- Scrum
- Process Improvement
- Speech Recognition
- Business Process Improvement
- Quality Assurance
- Marketing
- Team Leadership
- Leadership
- Customer Retention
- Customer Service
- Contact Centers
- Management
- Product Management
- Account Management
- Customer Relations
- Customer Experience
- Workforce Management
- Sms
- Customer Satisfaction
- Training
- Sprint Planning
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