Product Manager Portfolio
Jamie Lambert
Skill Scoreⓘ
Rookie (2/6)
194
Industries
High Tech - Hardware Information Technology Telecommunications
Contact
Message Jamie Lambert
Skills
Evaluated for Product Manager and Growth PM role archetypeⓘ
Performance by Category
Communication
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Strategy
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Design
0%
Technology
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Execution
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Go-to-market
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Skill Progression
Experience

Senior Process Analyst

  • WOW! Internet, Cable & Phone
  • Full-Time
  • Feb 2019 - Present · 3 yrs 2 mos

– Design, implement, & analyze data-driven information, business processes, communications, operational goals into digestible processes for hundreds of call center agents optimizing call times by 5% annually.
– Develop data-driven reporting analysis for process & product design into actionable insights & recommend strategic initiatives based on research, requirements, & metrics
– Collaborate with diverse cross-functional teams & manage relationships with stakeholders including Marketing, Engineering, PMO, Product, Care & Training on initiatives involving the customer journey, roadmap, development, release management, UX/UI , & operational goals
– Serve as a functional leader, Product Owner, SME for Ops, PMO, Engineering on UAT testing for product launches, automation, pricing updates, & software development .
– Lead teams, gathered requirements, organized meetings, communicated next steps, conducted project planning as a project manager for internal projects

Lead Call Ahead Technical Support Specialist

  • WOW! Internet, Cable & Phone
  • Full-Time
  • Mar 2016 - Feb 2019 · 3 yrs

(Promoted)
– Provide outbound troubleshooting as a technical specialist to cancel service calls & resolve issues.
– Improving customer success through specialized training and tool access to provide a better customer experience
– QA feedback to agents, and management to educate agents, track trends, & improve performance.
– Coach agents side by side to improve their troubleshooting & service skills
-Collaborate with teams such as Sales, Care, Process, Engineering, and Field Operations on issues and truck roll reduction
– Saved over 1 million dollars per year as part of a team for revenue increase and churn reduction while resolving customer issues effectively & efficiently while saving over 50% of all calls.
– Operate as a QA tester for Software & Engineering user products

Lead Technical Support Representative Tier I Tier II

  • WOW! Internet, Cable & Phone
  • Full-Time
  • May 2015 - Feb 2016 · 10 mos

(Promoted)
– Provide inbound technical, customer care & billing support for all cable, phone, and internet issues.
– Provide backup sales, upgrades, downgrades, and general inquiries for new customers, along with scheduling and dispatching service and installation appointments for end users.

Member

  • Hue
  • Full-Time
  • Mar 2022 - Present · 1 mo

Hue is a platform built to advocate change, by amplifying voices of color working in marketing, increasing our visibility, and paving a path for us all to rise

I.T. & Signal Systems Support Specialist

  • Georgia Army National Guard
  • Full-Time
  • Feb 2013 - Feb 2021 · 8 yrs 1 mo

– Conduct operator training to personnel at a military intelligence headquarters unit on networking, communication, and technological devices and systems
-Operate as the unit’s security and tactical communications systems expert by training and assisting administration with the implementation of technical, operational, and educational functions and soldier tasks
– Maintain, troubleshoot, install, and operate various radio, computing, satellite, networking, electrical, transmitting, and global positioning systems

Customer Engagement Specialist

  • Electrolux
  • Full-Time
  • Feb 2015 - May 2015 · 4 mos

(Temp job)
– Address customer service issues and performed troubleshooting in an efficient manner
– Build customer loyalty by providing follow-ups for customers who reported product errors
– Dispatch service calls and process claims, along with providing sales of essential agreements and accessories

Consumer Service Representative

  • Verizon
  • Full-Time
  • Jul 2014 - Feb 2015 · 8 mos

(laid off)
– Assist customers as the first-line contact with activation, transactions, service, sales, and general inquiries in a timely and efficient manner
– Perform tier 1 troubleshooting on various telecommunications devices on issues pertaining to networking, connectivity, service, and user errors
– Educate customers on various plans, cell phones, and accessories, along with processing and claims and credit processing

Degree Programs

Bachelor of Science – BS, Business Administration and Management, General

  • Colorado State University Global
  • Jan 2020 - Dec 2022

Certified Professional in Business Process Management, Business Administration, Management and Operations

  • Villanova University
  • 2019 - 2020

Holocaust and Human Rights Summer Program, Holocaust and Human Rights

  • Kennesaw State University
  • 2010 - 2010

Licenses and Certifications

Jira Fundamentals Badge

Writing a Marketing Plan (2015)

Time Management Fundamentals

Accounting Foundations

Six Sigma Green Belt Certified (SSGBC)

  • Management & Strategy Institute
  • Issued Sep 2019 · No Expiration Date
  • View Credential

Becoming a Six Sigma Green Belt

Process Improvement Foundations

Project Management- Lean Process Certified (PM-LPC)

  • Management & Strategy Institute
  • Issued Jun 2019 · No Expiration Date
  • View Credential

Executive Management Certified (EMC)

  • Management & Strategy Institute
  • Issued May 2019 · No Expiration Date
  • View Credential