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Anna Tsihlis

Product Manager

Summary

Product Manager with demonstrated success in a fast-paced start up environment. Consistently seeks out  challenges and develops innovative solutions across various business functions. Proven ability to make smart feature versus time-to-market trade-offs by using data and metrics to back up assumptions and assertions of business value. Well-versed in operations, marketing, and customer experience. Passionate, enthusiastic, and enjoys learning new skills for professional growth.

Work History

Product Manager

August 2016Present
Purple Carrot

Managed full project lifecycle: strategy, design, development, testing, and implementation of TB12 Performance Meals. Exceeded projected pre-order forecast by 30% while handling 5 times traffic.

  • Defined product roadmap based on company strategy and vision; managed prioritization and trade-offs among customer experience, site performance and operational support load
  • Utilized A/B and multivariate testing to drive 15% improvement in funnel conversion. Improved user engagement through detailed analytics and user testing
  • Converted feedback into product modification; Increased LTV by 50% through new account management features
  • Translated strategic differentiators into innovative and detailed product requirements; re-captured $17K in weekly revenue by launching donate feature to decrease customer drop off during Thanksgiving
  • Successfully increased SEO rankings by identifying and combining duplicate recipe content

Customer Experience Manager

May 2015August 2016
Purple Carrot

Boston, MA

First employee to join the founder and CEO during the early start up stages. Built and managed the customer experience department while remaining part of the core business development team

  • Promoted to manager within 6 months in the associate position
  • Maintained an above industry average (90%) customer satisfaction rate between 95% and 96%, while keeping customer service cost 24% below the industry average
  • Developed and implemented new credit/ refund policy that helped drive down the average cost per order by 48% within 5 months
  • Modified business rules to route tickets effectively decreasing average full resolution by 35%
  • Implemented customer satisfaction measurement surveys, analyzed trends and company NPS rating
  • Decreased operational issues by 9.4% by identifying process issues and developing strategic recommendations for improvement based on customer feedback
  • Owned numerous key projects to expand business to the west coast, a complete business relaunch, which grew the business from 5k orders per month to 5k orders per week
  • Directed the collection of outstanding customer payments yielding 35k of redeemed net revenue over the course of 4 months
  • Managed a team of 10 professionals across various locations, mentored two associates to promotion

Operations Development Intern

May 2013Sept 2013
WGBH

Boston, MA

  • Analyzed member donation trends and activity using salesforce.com in order to maximize potential donation matches through the WGBH matching gifts program
  • Implemented a process to update member information from rejected mail

Education

Bachelor of Science, Marketing

20112015
University of Massachusetts at Dartmouth

Treasurer of Class 2015

  • Marketing Research Scholarship: selected to receive a scholarship from the UMass Dartmouth Center for Marketing Research based on a submitted writing piece
  • Study Abroad: Summer 2014 Wolfsburg, Germany
  • Participated in a two-week on-site global marketing class at Volkswagen Global Headquarters