Profesional Experience

FOODORA

foodora is an online food ordering and delivery company owned by Delivery Hero.

CX and Product Specialist

(2024)

  • Regional Product Advocacy and Management:

    • Represented Denmark in regional product meetings, advocating for local needs and priorities to ensure the successful launch and adoption of products in the region.

    • Facilitated communication between regional and local teams, ensuring alignment on product initiatives, which resulted in a seamless rollout of updates across the market and a 30% improvement in interdepartmental collaboration.

  • Cross-Functional Communication Enhancement and Feedback collection:

    • Created visually engaging workflow diagrams using Figma's FigJam, streamlining communication processes across cross-functional teams, resulting in a 40% reduction in information bottlenecks and a 150% increase in documentation accuracy.

    • Developed channels and tools with cross-functional teams to gather feedback from internal users (e.g., marketing employees) and end customers via account management, ensuring continuous product improvement and customer satisfaction.

  • Problem: we lacked local data to understand how users perceive our service compared to our competitors.

    Goal: gather intelligence on operational metrics and service levels, and gain insights into our competitors' products and communication strategies to adopt best practices.

    Results: I adapted the regional plan to our local market. However, the project could not be executed due to timing constraints.

Projects

SPOTON

SpotOn provides mobile payment technology and a management system for restaurants and small businesses.

Associate Product Manager

(2021-2023)

  • Product Lifecycle Management Excellence:

    • Managed the entire product lifecycle—from discovery and design to analysis and execution—for three web-based projects focused on client onboarding, which reduced customer support activation time by approximately 80% per call.

  • Global Collaboration and Leadership:

    • Collaborated and negotiated with 10+ engineers, QA, marketers and design professionals in Mexico, USA, Ukraine and Romania.

  • Customer-Centric Insights:

    • Conducted extensive customer interviews, totalling more than 20 hours, which led to the identification of four high-potential growth projects for the team.

  • Data-Driven Decision-Making:

    • Designed our projects’ analytics trackers, interpreted data and built +15 dashboards across FS, Heap and Metabase; which helped in the prioritization of our backlog, project scoping and the creation of a team building exercise post release of a project.

Projects

  • Problem: Users were experiencing difficulties and inefficiencies in activating their devices.

    Goal: Create a streamlined activation flow using QR codes to redirect users to our client page, reducing the activation process to less than 5 steps.

    Results: reduced the time customer support spent activating an account by an average of ~80% per call.

  • Problem: New users were not utilizing all the features of a product, which was affecting their engagement and preventing them from inputting crucial information that impacted their operations.

    Goal: Create a self-onboarding flow that provided a quick walkthrough of the features and prompted them to enter crucial information before they finish it.

    Results: More than 60% of new users who used the 4-step flow successfully completed it and added this information.

  • Objective: This was a personal project to promote team building and instill a sense of ownership and engagement among project contributors.

    Approach: Organized dynamic online team meetings that combined personal bonding activities with data-driven discussions.

    Participants: Invited all project contributors, including designers and marketers.

    Results and Impact:

    • Team members reported increased enthusiasm and motivation following the dynamic meetings.

    • Improved team cohesion and camaraderie as a result of personal bonding activities.

    • Enhanced understanding of product performance, leading to actionable insights for product improvement.

    • Strengthened team commitment and a sense of ownership, resulting in increased dedication to project success.

Product Data Analyst

(2020-2021)

  • Product Data Analysis and Recommendations:

    • Presented 95 insights and recommendations; improving user experience to 10 cross-functional product teams in the Retail and SaaS space for both web and native mobile apps.

  • Analytics Platform Management and Team Coaching:

    • Managed FullStory, an analytics platform tracking 20 million sessions annually, and coached 20 team members—including product designers, managers, developers, and customer success professionals—in its use to identify UI bugs, conversion rates, user journeys, and pain points.

  • Tag Management Strategy Implementation and Dashboard Creation:

    • Led the implementation of 11 end-to-end processes within our Tag Management strategy, collaborating closely with product owners to translate business objectives into actionable tasks.

    • Additionally, developed interactive dashboards using Google Data Studio and FullStory, enabling data-driven decisions for backlog prioritization, project scoping, and post-release team development.

Projects

  • Problem: We encountered a significant challenge with our high-traffic product, which incurred substantial costs for tracking all user events in their journeys. This made analysis difficult due to a lack of data.

    Goal: Our aim was to implement an analytics platform capable of monitoring top-performing users based on their activity and identifying the most and least utilized features. This would enable better decision-making for backlog prioritization and facilitate the recognition of top users for feedback collection.

    Solution: Upon learning that User Analytics (UA) was slated to be replaced by GA4, we realized that we no longer needed to concern ourselves with the quantity of events our product generated. This not only alleviated financial concerns but also allowed us to track user interactions with the product using just one event.

    Results: We successfully implemented an event through Google Tag Manager in the product's header code, enabling real-time tracking of user interactions without incurring any financial expenses. Subsequently, I created a dashboard using Google Data Studio, which enabled us to identify the most and least popular features, top users, and product-related issues.

  • I was featured on our company’s blog, you can read the interview here.

“I had the pleasure of working with Steph as a Product Manager on a FinTech project. I was immediately impressed by Steph’s ability to bring structure and clarity to complex projects, effectively breaking down goals into achievable tasks that drove successful product launches. Her way of always providing context for each ticket helped me to have a better overview of the project. (...)”
— Marius Crisan - Backend Developer @ SpotOn

ADEX

ADEX is a business institution founded in 1973 with the purpose of representing and providing services to affiliated organizations such as exporters, importers, and service providers in the peruvian trade sector.

Program Manager

(2017-2018)

  • Data-Driven Export Analysis and Event Management:

    • Prepared data-driven reports to analyze the success of each event and its impact on Peruvian exports. Achieved an average negotiated export value of USD $3 million per exhibition.

    Seminars and Trade Education:

    • Organized 13 seminars in collaboration with various foreign Embassies and trade institutions, educating 105 trade professionals on conducting business with specific countries and economic sectors.

    International Mission Coordination and Infrastructure Improvement:

    • Orchestrated 12 international missions and exhibitions, coordinating with embassies, foreign institutions, and clients to enhance the infrastructure, exposure, and exports of 95 Peruvian companies. My leadership and cross-functional communication ensured seamless project execution and strategic market growth.

  • Co-organization of the Peruvian Pavilion at International Exhibitions:

    • APAS, Brazil

    • World Food Moscow, Russia

    • Fruit Attraction, Spain

    • FHC, China

    • Sial, Indonesia

    • Food and Hotel Asia, Singapore

    • Naturally Good Expo, Australia

    • Seoul Food and Hotel, South Korea

  • Organized business trips where companies met with potential buyers/learn about new technologies:

    • Commercial mission to Anuga, Germany

    • Technological mission to The Big5, United Arab Emirates

    • Inspirational mission to L'artigiano, Italy

    • Peruvian Produce trade mission with the Port of Philadelphia, United States of America

Projects

Customer Success Coordinator

(2015-2017)

  • Client Base Management and Retention:

    • Managed a 120-client B2B portfolio, achieving a 90% engagement rate and maintaining a churn rate of less than 5% annually through effective relationship management and targeted strategies.

  • Workshop Expansion and Subject Matter Expertise:

    • Increased the number of workshops by 700% in my first year, bringing in subject matter experts to address various aspects of trade, significantly enhancing the knowledge and capabilities of our client base.

  • Newsletter Publication and Trade Insights:

    • Published a weekly international trade newsletter, providing clients with valuable information on key events, rankings, and foreign trade statistics, enhancing their understanding of the market.

  • International Mission Coordination and Market Exploration:

    • Took the lead in planning, coordinating, and executing three international missions to Brazil and China, introducing a new initiative for our department. These missions enabled 10 companies to explore new markets and uncover potential business opportunities.

  • Organized and executed trips for business owners with the goal of visiting new markets and learning about new technology that could be applied to their companies to improve their efficiency:

    • Logistic mission to Intermodal, Brazil

    • Technological mission to Bento Goncalvez, Brazil

    • Technological mission to CIFF, China.

Projects

Other Profesisonal Experiences

  • Buyer

    Promo Bears [The Netherlands]

    • Collaborated with six suppliers across Asia and South America to support two product lines, fostering global partnerships.

    • Conducted thorough supplier research and evaluation, assessing their compatibility and potential contribution to company objectives.

    • Produced a Trimestral report analyzing cost data from all vendors, identifying cost trends and optimizing financial strategies.

    • Efficiently coordinated with international vendors to consolidate goods, reducing shipping expenses to the Netherlands and achieving a 5% reduction in purchase costs.

    • Assumed responsibility for quality control of all received goods, maintaining a 100% success rate in meeting client order standards, ensuring customer satisfaction and product quality.

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  • Commercial Management Intern

    LC PERU [Peru]

    • Developed effective social media strategies to enhance online presence and engagement.

    • Successfully managed supplier relationships, ensuring smooth coordination and timely deliveries.

    • Provided valuable support in devising marketing strategies for trade shows, optimizing brand visibility.

    • Diligently monitored and implemented comprehensive marketing plans to achieve campaign objectives.

    • Conducted in-depth analysis of customer satisfaction surveys to identify areas for improvement and enhance customer experiences.

    • Proficiently prepared and presented detailed reports, facilitating data-driven decision-making and organizational growth.

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  • Operational Support - ICP

    Walt Disney World [USA]

    • Prioritized the safety of park guests by diligently adhering to all ride safety protocols, enforcing height and age restrictions, and promptly reporting any irregularities or malfunctions.

    • Delivered top-notch customer service by assisting riders, providing information, and maintaining a friendly and approachable demeanor, contributing to an overall positive guest experience.

    • Proficiently operated carousel controls, including starting, stopping, and adjusting ride speed, while also managing boarding and disembarking procedures, especially for children and individuals with disabilities.

    • Collaborated effectively with fellow team members to maintain a smooth and efficient operation, including crowd control during peak hours and rotation of ride positions for even wear and tear.

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  • Sales Representative

    WALT DISNEY WORLD [USA]

    • Cultivated strong relationships with customers by actively listening to their needs, offering personalized recommendations, and ensuring a positive shopping experience, leading to high customer satisfaction and repeat business.

    • Contributed to the store's visual appeal by assisting with displays, maintaining organized and well-stocked shelves, and actively participating in visual merchandising initiatives, enhancing the store's overall presentation.

    • Demonstrated an in-depth understanding of the store's diverse product range, enabling me to offer expert advice, answer customer inquiries, and provide valuable insights into merchandise features and benefits.

    • Worked collaboratively with colleagues to ensure smooth store operations, including restocking inventory, processing transactions accurately, and assisting with store events and promotions, contributing to a cohesive and efficient team environment.

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