Managed Beta program for a safe driving mobile application and synthesized user feedback via surveys and focus groups to improve application prior to launch
Oversaw operational success of the app which reached 15,000 registered users, 4,500 DAUs and 6,500 MAUs with a 70% retention rate (90 days)
Increased app rating from 3.7 to 4.6 in Google Play and 4.5 to 4.8 in iTunes within one month
Defined and managed external communication channels (support, social media, marketing, app reviews, in-app messaging) with end-user community
Streamlined support process to reduce resolution time of our top customer issue from 2 days to less than 24 hours
Tracked and executed the delivery of new product features for both backend management portal and front-end application with off-shore Engineering team
Developed short and long-term project plans that align with enterprise clients’ business goals, requirements, and conditions of satisfaction
Consulted with clients in key business impact areas that included: trend analytics, performance metrics, product adoption, operational improvements, and on-site event execution
Reported “actionable” client feedback and recommendations to cross-functional teams: Product, Engineering, Support, and Finance