Jira
Kalem Wight
Coquitlam
Summary
Product management professional with experience driving product development and delivering impactful solutions. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in stakeholder communication, documentation, and agile methodologies, with keen ability to prioritize tasks and meet deadlines. Reliable and results-driven, bringing strategic mindset and passion for innovation.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Associate Product Manager
Checkfront Inc
02.2024 - Current
- Monitored industry trends and competitor activities, making strategic recommendations based on findings.
- Analyzed user behavior data to identify patterns that informed future feature developments or enhancements.
- Optimized user experience by incorporating customer feedback into product improvements.
- Provided ongoing support to internal teams regarding product functionality, features, and best practices.
Product Owner
Checkfront Inc
11.2023 - 02.2024
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
- Developed comprehensive roadmaps outlining the product vision, goals, and milestones for successful execution.
- Proactively identified risks associated with project timelines or deliverables, implementing mitigation strategies when necessary.
Technical Support Manager
Checkfront Inc
07.2022 - 11.2023
- Developed and implemented training initiatives for new hires across the organization. Leading to a decreased onboarding timeframe.
- Managed a support department of 15 agents, across 4 individually functioning teams.
- Defined and tracked OKRs and created continuous improvement plans to reach our targets for multiple teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained positive internal relations by addressing problems head-on and implementing successful corrective actions.
- Advised and consulted Product Management, leading to the successful launch and adoption of Checkfront Labs, Auth0, the New Inventory Calendar, Checkfront Payments, Uplift and more.
Technical Support Team Lead
Checkfront Inc
08.2021 - 07.2022
- Collaborated with Directors and Senior Leadership to escalate and address technical issues impacting customers.
- Initiated and updated technical support best practices and training programs for use by the organization.
- Planned, and implemented the successful launch of our Community forum, migrating 2000+ users, and creating clear documentation for internal teams on processes.
- Promoted efficiency among departments with clear documentation and communication on shared initiatives.
- Collaborated with and advised Product managers on Viator with Products, Payment Provider Sunsets, Product Migration strategies, and other projects.
- Planned, organized, and created a collaborative, transparent meeting between Product and Customer-facing teams to increase communication and visibility on our customer needs, and projects on the roadmap.
Technical Support Specialist
Checkfront Inc
05.2018 - 08.2021
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
Operations Lead
Best Buy
09.2017 - 05.2018
- Enhanced team productivity by providing ongoing training and development opportunities.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Managed daily operations of Customer Service teams, cash balancing, order shipping, insurance claims, and customer escalations.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among 14 team members within 2 teams.
Geek Squad Agent
Best Buy, Geek Squad
07.2017 - 09.2017
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the service desk.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Coordinated appointments to train clients on how to use their software and hardware, varying different systems and applications.
- Supported Sales staff by offering professional technical insights to potential buyers.
- Diagnosed and resolved a variety of hardware and software issues for clients systems.
- Maintained confidentiality and privacy compliance while working with client computers and data.
Hiring Coordinator
Best Buy
10.2016 - 05.2018
- Worked closely with Managers to ensure seamless onboarding processes for new hires, setting them up for success from day one.
- Created detailed job descriptions that accurately reflected position requirements and expectations, attracting well-suited applicants.
- Negotiated competitive salary packages, securing highly sought-after professionals in various industries.
- Collaborated with department managers to better understand job requirements and tailor recruitment efforts accordingly.
- Streamlined the hiring process by implementing efficient applicant tracking systems and recruitment strategies.
Customer Service Representative
Best Buy
08.2016 - 07.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Cowichan Secondary School
Duncan, BC06-2016
Skills
- Stakeholder Relationship Management
- Agile Framework
- Project Management
- Product Development and Launch
- Product Documentation, Internal and End-user-facing
- Strategic planning
- Staff Management
- Story planning
- Training and mentoring
- Product backlog management
- User story creation
- Data-driven decision making
- Feature prioritization
Certification
- Super Certified, Pendo.io - March 2024
- AI for Product Management, Pendo.io - January 2024
- Product Analytics, Pendo.io - July 2023
- Product Management Basics, Pendo.io - July 2023
- Certified Scrum Product Owner (CSPO), Scrum Alliance - April 2023
- Product-led Certification, Pendo.io - October 2022
- The Leader's Discipline: A Coaching Approach to Leadership, Roy Group Leadership - November 2021
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Zendesk
Confluence
Hubspot
Asana
Auth0
Github
GSuite
Zoom
Miro
Figma
Postman
Timeline
Associate Product Manager
Checkfront Inc
02.2024 - Current
Product Owner
Checkfront Inc
11.2023 - 02.2024
Technical Support Manager
Checkfront Inc
07.2022 - 11.2023
Technical Support Team Lead
Checkfront Inc
08.2021 - 07.2022
Technical Support Specialist
Checkfront Inc
05.2018 - 08.2021
Operations Lead
Best Buy
09.2017 - 05.2018
Geek Squad Agent
Best Buy, Geek Squad
07.2017 - 09.2017
Hiring Coordinator
Best Buy
10.2016 - 05.2018
Customer Service Representative
Best Buy
08.2016 - 07.2017
High School Diploma -
Cowichan Secondary School
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