George R. Guerrero
Arlington
Summary
Creative problem solver with rigorous attention to detail and a sincere can-do attitude. Eager to optimize user experience, bringing a proven record of driving successful product outcomes and driving revenue.
Overview
5
5
years of professional experience
Work History
Business Rules, Associate II (Loan Delivery)
Freddie Mac
10.2024 - Current
- Conducted impact analysis of business requirements from the Credit Policy Risk team, identifying necessary changes in Loan Delivery by analyzing large data sets
- Created business rule data models and implementation based on business requirements and ensuring accuracy through validation testing
- Performed UAT testing in multiple environments to ensure business requirements were met from the client side and implemented changes aligned with expected outcomes
- Provided hands-on training to a new team member, guiding her through impact analysis and answering questions to help integrate her effectively into the team
Product Manager II (Ad Products)
Homes.com, a Costar Group Company
11.2022 - 10.2024
- Responsible for cross-functional team communication with CX, Business Analysts, and Developers for Ad Product tickets in Azure DevOps
- Product Owner for Concierge and oversaw sunsetting with Senior Product Leadership
- Managed and optimized customer campaigns on Google, Facebook, Instagram, Waze, & Spotify
- Conducted User Segmentation by MRR for 2 Homesnap Products & collected revenue at scale ($555k in payments/$1.1 mil of contract value) through automated personalized email campaigns
- Served as a direct point of contact for Google in biweekly meetings for the Concierge Product
Product Manager (Ad Products)
Homesnap, a Costar Group Company
02.2021 - 11.2022
- Participated in weekly Product Stand ups & spearheaded project to improve user satisfaction for the Concierge Product
- Collaborated with Customer Success, Sales, Marketing, and Senior Product Leadership for Concierge Product improvements
- Created technical documentation quickly identify valued Concierge Product features based on customer feedback
- Partnered with developers to resolve Product bug tickets in Jira
- Developed and executed A/B testing for Meta & Google Discovery Ad Campaigns for the Concierge Product
- Reached out to Concierge customers at scale to gather qualitative feedback and address underlying needs
Customer Success Manager
Homesnap, a Costar Group Company
11.2020 - 02.2021
- Built close long-term client relationships and monitored the Homesnap Concierge Product
- Assisted new training hire, development of teammates, and worked with Sales, Revenue, & Product
- Helped clients with a wide array of Homesnap issues with a positive, customer-centric attitude
Concierge Product/Retention Specialist
Homesnap
11.2020 - 02.2021
- Selected out of the entire CX org to prevent subscription cancellations for the new Concierge Product
- Collaborate with the CSM, Sales, and Product teams on behalf of Concierge customers
- Generate Concierge product sales by responding to prospective customer inquiries
Premium Product Specialist
Homesnap
07.2020 - 11.2020
- Responded to cancellation requests for “Subscribe & Save”, “Pro+”, & “Video Ad” subscriptions
- Retained 68 “Pro+” accounts out of 128 initial cancellation requests (22% above average)
- Retained 59 “Subscribe & Save” accounts out of 264 cancellation requests (6% above average)
Customer Support Advisor
Homesnap
02.2020 - 07.2020
- Assisted Users with questions related to the Homesnap application
- Communicated with Users to quickly identify and resolve issues and concerns
- Worked with Development and RevOps teams to serve customers and general users
Education
Bachelor of Arts - Biology
George Mason University
Fairfax, VA05-2016
Skills
- Data analysis
- UAT testing
- Cross-functional communication
- Customer relationship management
- Product management
- A/B testing
- Agile methodologies
- Data-driven decision making
- Technical documentation
- Team collaboration
- Training and support
- Research and trend analysis
Timeline
Business Rules, Associate II (Loan Delivery)
Freddie Mac
10.2024 - Current
Product Manager II (Ad Products)
Homes.com, a Costar Group Company
11.2022 - 10.2024
Product Manager (Ad Products)
Homesnap, a Costar Group Company
02.2021 - 11.2022
Customer Success Manager
Homesnap, a Costar Group Company
11.2020 - 02.2021
Concierge Product/Retention Specialist
Homesnap
11.2020 - 02.2021
Premium Product Specialist
Homesnap
07.2020 - 11.2020
Customer Support Advisor
Homesnap
02.2020 - 07.2020
Bachelor of Arts - Biology
George Mason University
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