Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Nadine Dauberman

Surrey

Summary

Performance-oriented and dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Strong networking and computational skills with excellent written and verbal communication abilities.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Product Manager

Zaui Software
02.2023 - Current
  • Communicated effectively with team members to deliver updates on project milestones and deadlines.
  • Developed product documentation to communicate upcoming features and products to internal teams.
  • Collaborated with customer support and sales teams to develop effective training materials that drove increased product knowledge among staff members.
  • Coordinated design meetings and decisions with internal departments and teams.
  • Implemented and analyzed metrics to measure product performance.
  • Collaborated with sales, marketing, and support teams to launch products on time.
  • Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
  • Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
  • Identified new opportunities and target markets by conducting thorough market research and customer interviews.
  • Prioritized roadmap in order to achieve product goals and metrics.
  • Coordinated project planning and execution with team members and team leads.
  • Managed product demonstrations for internal and external stakeholders
  • Optimized product performance with data-driven analysis and continuous improvement initiatives such as continuously monitoring customer feedback channels after launch to gather insightful data for future iterations or updates.
  • Fostered culture of innovation, encouraging team members to propose and pursue new ideas for product enhancement.
  • Enhanced user engagement by leading development and implementation of feature-rich mobile app.

T2

Zaui Software
03.2021 - 01.2023
    • Quickly learn and apply new skills to daily tasks, improving efficiency and productivity.
    • Demonstrate respect, friendliness and willingness to help wherever needed.
    • Use critical thinking to break down problems, evaluate solutions and make decisions.
    • Work within tight deadlines and fast-paced atmosphere.
    • Offer input on technical and platform-related strategic planning initiatives, prioritizing overarching business goals.
    • Interact with problematic accounts, helping to build lasting rapport.
    • Prioritize development tasks with Product Owner while balancing needs of customers with company initiatives and new features.
    • Work closely with customers, Product and Customer Success teams to understand and scope new development opportunities and feature requests.
    • Test, troubleshoot and provide internal product demos when new features are released and integrations announced.
    • Work with Payment Gateway providers to ensure integrations are always up to date.
    • Communicate with both customers and prospects to verify compatibility of system requirements, providing possible solutions and implementation methods (including external development done by third party experts.).
    • Update and maintain customer-facing API documentation and Knowledge Base.
    • Create and document processes and policies for Tier 2 Support operations to help provide solutions and better equip our customer facing teams to handle common technical issues.
    • Liaise directly with Software Engineers on new bugs surfaced through customer reports and independent testing.
    • Weekly meetings to assist Norway team by answering questions and providing updates on submitted tickets.
    • Triage Tier 2 queue, made up of technical questions and problems often related to system integrations, APIs, and software bugs using Dev Tools, Postman and other available tools.
    • Troubleshot and resolved various web development issues, maintaining optimal site functionality and user satisfaction.

Support Lead

Zaui Software
07.2020 - 03.2021
    • Coach, develop and lead inbound customer support team by providing technical guidance as needed
    • Set KPIs for Support department to analyze and report on overall success of the team and make adjustments as necessary.
    • Organize and manage Zendesk Ticket Center including: accurate bug reports, push tickets requiring further development to Jira, issues are prioritized and categorized correctly.
    • Ensure escalation procedures are followed and communicate with customers by updating the Zaui status page and sending out Zendesk notifications.
    • Update and maintain internal knowledge base and customer knowledge base
    • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.

Operations Coordinator

Landsea Tours LTD.
05.2011 - 07.2020
    • Maintain Zaui Software across all platforms
    • Create, implement and maintain Operating Procedures and Guest Services Training Manuals
    • Set and monitor seasonal sales target for Guest Services team and provide monthly updates
    • Assist with recruiting, orientation and training for new team members
    • Coaching, counseling, disciplining, planning, motivating, and appraising job results for Guest Services team members
    • Resolve guest complaints escalated by Guest Services
    • Plan, budget and organize staff parties for team bonding and Christmas
    • Collaborate with area managers to evaluate needs and optimize operational plans
    • Troubleshot and resolved various web development issues, maintaining optimal site functionality and user satisfaction.

Education

Bachelor of Tourism Management - Tourism Management

Capilano University
North Vancouver, BC
05.2013

Skills

  • Excellent Verbal and Written Communication
  • Teamwork and Collaboration
  • Leadership Skills
  • Active Listening
  • Product Development
  • Project Management
  • Product Roadmaps
  • Stakeholder relationship management
  • Feature Prioritization
  • Product Planning
  • Customer Empathy
  • Design thinking
  • KPI Tracking

Certification

  • Community Volleyball Coach, Mahayla Group (2015 - 2018)
  • BC Tourism Conference 2010 – Student Delegate
  • BC Tourism Conference 2009 – Volunteer
  • Occupational First Aid CPR Level 1
  • Tourism Vancouver Visitor Counselor
  • Class 2 Driver's License

Timeline

Product Manager

Zaui Software
02.2023 - Current

T2

Zaui Software
03.2021 - 01.2023

Support Lead

Zaui Software
07.2020 - 03.2021

Operations Coordinator

Landsea Tours LTD.
05.2011 - 07.2020

Bachelor of Tourism Management - Tourism Management

Capilano University

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Nadine Dauberman