Teresa Torres

World Pulse

Board Member

Product Talk

I help digital product teams adopt continuous product discovery practices including a regular cadence of customer interviews, rapid prototyping, and assumption testing. I emphasize strong critical thinking practices to ensure there is a strong connection between what the teams are learning in their research activities with the product decisions that they are making. 

Recent clients include: Allstate, CarMax, CapitalOne, Snagajob, Spotify, among others.

Product Discovery Coach

Master of Science in Learning & Organizational Change at Northwestern University

Instructor, Designing Solutions for Organizational Effectiveness

Executive Learning & Organizational Change Program at Northwestern University

Instructor, Co-Creating Change

Kindling

Advisor

AfterCollege

- Relaunched www.aftercollege.com to move away from traditional search and toward career exploration and discovery to better meet college students needs. 
- Repositioned employer products away from transactional job listing-based recruiting and toward on-campus relationship-building recruiting.
- Grew engaged users by 65% month over month and reduced audience churn by 3x.
- Redesigned product email strategy tripling MAU in first quarter.
- Introduced user-centered, hypothesis-driven product development practices.
- Launched content marketing strategy targeting college students (blog.aftercollege.com) and employers (employers.aftercollege.com).

Vice President, Products

Affinity Circles

Affinity Circles was acquired by Mingle LLC. 

Affinity Circles operates exclusive social networks for over 150 university alumni associations, professional organizations and honor societies, connecting 18 million members.

President & CEO

- Led an operational turnaround by focusing on core products, implementing new sales and account management processes, growing a key channel partner relationship and reducing operating expenses. 
- Extended operating runway from months to sustained profitability.

Vice President, Operations

- Drove product vision, strategy and execution for 2 revenue-generating product lines, including a social networking platform used by Stanford, Johns Hopkins, Purdue and 150+ other organizations and a corporate recruiting solution used by Google, Merrill Lynch, UBS and dozens of other Fortune 500 clients.
- Drove product discovery through client interviews, user research, usability studies and traffic analysis. 
- Managed a 4-person team of product managers and an interaction designer.

Senior Director, Product Management & User Experience Design

Become, Inc.

Become.com provides shoppers with product research and price comparison.

- Led design on core product from site launch to 3.5 million monthly unique visitors.
- Drove product discovery through user research, usability studies and site traffic analysis.
- Led design and development of key-performing features from concept to launch: “Suggest as You Type” Search Suggestions, “My Favorites” shopping cart, innovative shop filters including Find by Color and community-based shopping lists.

Product Manager / UI Designer

HighWire Press

HighWire Press, a division of the Stanford University Libraries, is the online publisher for over 1400 journals, books, reference works and other scholarly publications.

- Lead interaction designer for several Knowledge Environments (i.e. research collaboration communities) for the American Association for the Advancement of Science (AAAS), Oxford University Press and the International Bone and Mineral Society.
- Managed client design projects from concept to launch.
- Drove the design and implementation of several core features that became part of the Knowledge Environment platform including a suite of personalization services (i.e. saved searches, research folders, etc) and an innovative virtual journal that pooled topical articles from multiple publications.
- Implemented a robust template system that allowed diverse Knowledge Environments to maximize shared code while accommodating customizations.

Interaction Designer

As a product discovery coach, I help product teams make better decisions about what to build. I teach them how to:
- Identify clear business outcomes 
- Uncover unmet customer needs, pain points, and desires
- Discover the right solutions that deliver both business value and customer value

My book Continuous Discovery Habits has sold over 100,000 copies, we've taught over 15,000 students from 102 countries through the Product Talk Academy, and reach 100,000s of product people through our free blog posts and social media content.

If you aren't satisfied with how your teams decide what to build, get in touch.

I help digital product teams adopt continuous product discovery practices including a regular cadence of customer interviews, rapid prototyping, and assumption testing. I emphasize strong critical thinking practices to ensure there is a strong connection between what the teams are learning in their research activities with the product decisions that they are making. 

Recent clients include: Allstate, CarMax, CapitalOne, Snagajob, Spotify, among others. 

Brain Corp

Account Support Specialist

Stanley Black & Decker, Inc.

𝗛𝗼𝘄 𝗰𝗮𝗻 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 𝗱𝗿𝗶𝘃𝗲 𝗮 𝟭𝟱% 𝗴𝗿𝗼𝘄𝘁𝗵 𝗶𝗻 𝘁𝗵𝗲 𝗻𝗲𝘁𝘄𝗼𝗿𝗸 𝗼𝗳 𝗮𝘂𝘁𝗼𝗻𝗼𝗺𝗼𝘂𝘀 𝗹𝗮𝘄𝗻 𝗺𝗼𝘄𝗲𝗿 𝗱𝗲𝗮𝗹𝗲𝗿𝘀𝗵𝗶𝗽𝘀?

1️⃣ Successfully introducing and launching a new diagnostics product for robotic lawn mowers, resulting in a notable 50% reduction in average repair handling time (from 1 hour to 30 minutes) and a significant decrease of 31% in warranty claims.

2️⃣ Establishing a valuable feedback system focused on product performance and remote support, leading to a substantial 13.3% expansion in the dealer network and a reduction in unnecessary on-site visits to clients.

3️⃣ Implementing an ongoing discovery program that generated actionable insights and drove continuous improvement efforts, resulting in an impressive 14.3% increase in overall customer satisfaction scores.

4️⃣ Creating and providing comprehensive resources to support marketing, sales, and service operations, such as training programs, technical documentation, spare parts, and release notes.

Product Support Manager

𝗛𝗼𝘄 𝗰𝗮𝗻 𝘄𝗲 𝗲𝗻𝗵𝗮𝗻𝗰𝗲 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗮𝗻𝗱 𝘀𝘁𝗿𝗲𝗻𝗴𝘁𝗵𝗲𝗻 𝗽𝗿𝗼𝗱𝘂𝗰𝘁 𝗿𝗲𝘀𝗶𝗹𝗶𝗲𝗻𝗰𝗲?

1️⃣ Introducing a user-friendly self-service solution for end-users (B2C), resulting in heightened satisfaction levels and a significant 16.3% reduction in support overhead.

2️⃣ Enhancing Root Cause Analysis (RCA) efforts to identify underlying factors affecting customer support and collaborating closely with R&D to implement effective solutions, leading to a noteworthy 15% decrease in customer support tickets.

3️⃣ Utilizing expertise and technical prowess to diagnose and effectively resolve complex issues at the Tier 3 support level, garnering recognition for consistently providing exceptional resolutions and achieving an impressive 89% customer issue resolution rate.

Customer Support Manager

Spaceek

𝗛𝗼𝘄 𝗰𝗮𝗻 𝘄𝗲 𝗲𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵 𝘁𝗵𝗲 𝗳𝗼𝘂𝗻𝗱𝗮𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝗹𝗲𝗺𝗲𝗻𝘁𝘀 𝗼𝗳 𝗮 𝗻𝗲𝘄 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗱𝗼𝗺𝗮𝗶𝗻 𝘁𝗼 𝗮𝘀𝘀𝗶𝘀𝘁 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗶𝗻 𝘀𝗰𝗮𝗹𝗶𝗻𝗴 𝘂𝗽?

1️⃣ Taking the lead in an initiative to create a technical support department that is highly efficient and customer-centric, which involves defining access channels, implementing a CRM system, defining key performance indicators (KPIs), and refining internal processes.
 
2️⃣ Creating cutting-edge digital tools, including mobile and web applications, tailored for monitoring and servicing sensor networks. These tools facilitated seamless local and remote control, effectively catering to the specific needs of dealers.

3️⃣ Developing streamlined pre-sales and onboarding processes that allowed for precise customization of parking sensor networks, resulting in an impressive 19% reduction in project timelines.

4️⃣ Overseeing the field-testing domain to ensure comprehensive evaluation of product performance and gather valuable customer feedback.

Head of Customer Service

EL AL Israel Airlines

𝗛𝗼𝘄 𝗰𝗮𝗻 𝘄𝗲 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗯𝗼𝘁𝗵 𝗻𝗲𝘄 𝗮𝗻𝗱 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝗱 𝗺𝗮𝗻𝗮𝗴𝗲𝗿𝘀 𝗶𝗻 𝗲𝗻𝗵𝗮𝗻𝗰𝗶𝗻𝗴 𝘁𝗵𝗲𝗶𝗿 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝘀𝗸𝗶𝗹𝗹𝘀?

1️⃣ Through my one-on-one program, I supported managers and team leaders in improving their leadership skills and achieving their personal goals. As a result, these individuals were able to lead their teams more effectively, improve overall team performance, and contribute to the success of the organization.

Managerial Coach

1️⃣ Facilitated, troubleshooted, and repaired multidisciplinary aircraft equipment around the globe.

Field Application Engineer

Telit Wireless Solutions

𝗛𝗼𝘄 𝗰𝗮𝗻 𝘄𝗲 𝗰𝗿𝗲𝗮𝘁𝗲 𝗮 𝗻𝗲𝘄 𝘁𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗱𝗼𝗺𝗮𝗶𝗻 𝘁𝗼 𝗱𝗿𝗶𝘃𝗲 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆'𝘀 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗲𝘃𝗼𝗹𝘂𝘁𝗶𝗼𝗻?	

1️⃣ Establishing the core framework for IoT technical support, facilitating the smooth integration of cellular connectivity into clients' solutions utilizing the company's modems.

2️⃣ Constructing and implementing resilient communication channels, streamlining Customer Relationship Management (CRM) workflows, establishing efficient internal processes, and deploying advanced systems monitoring.

3️⃣ Creating comprehensive user support resources, including meticulously crafted training materials, detailed installation guides, intuitive troubleshooting flows, and engaging instructional videos.

Technical Support Manager

Gilat Satcom

𝗪𝗵𝗮𝘁 𝘀𝘁𝗲𝗽𝘀 𝗰𝗮𝗻 𝘄𝗲 𝘁𝗮𝗸𝗲 𝘁𝗼 𝗽𝗼𝘀𝗶𝘁𝗶𝗼𝗻 𝗼𝘂𝗿𝘀𝗲𝗹𝘃𝗲𝘀 𝗮𝘀 𝘁𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗹𝗲𝗮𝗱𝗲𝗿𝘀 𝗶𝗻 𝘁𝗵𝗲 𝘀𝗮𝘁𝗲𝗹𝗹𝗶𝘁𝗲 𝗶𝗻𝗱𝘂𝘀𝘁𝗿𝘆?	

1️⃣ Successfully leading and mentoring a team of 25 technical support experts, including four team leaders, which led to an impressive 33.5% increase in customer satisfaction ratings, establishing our customer service as the leader in the satellite communication industry.

2️⃣ Implementing streamlined service and incident management strategies that resulted in a 17% reduction in service response time and minimized equipment downtime.

3️⃣ Developing and nurturing strong relationships with key clients, implementing Service Level Agreement and Escalation Management procedures, resulting in a significant 24% increase in customer loyalty and recurring transactions.

4️⃣ Designing and implementing comprehensive training programs for service engineers, enhancing their technical troubleshooting skills and improving first-time resolution rates by 18.3%.

Head of Technical Support

𝗛𝗼𝘄 𝗰𝗮𝗻 𝘄𝗲 𝗮𝘀𝘀𝗶𝘀𝘁 𝘁𝗵𝗲 𝗰𝗼𝗺𝗽𝗮𝗻𝘆 𝗶𝗻 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀𝗹𝘆 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗻𝗴 𝗮𝗻𝗱 𝗺𝗮𝗶𝗻𝘁𝗮𝗶𝗻𝗶𝗻𝗴 𝗻𝗲𝘄 𝗩𝗦𝗔𝗧 𝘀𝘆𝘀𝘁𝗲𝗺𝘀?

1️⃣ Establishing a new team of Tier 2 customer support by recruiting and managing a group of six experts.

2️⃣ Proactively addressing and resolving complex technical issues, leading to a significant 22% reduction in equipment malfunctions and an overall improvement in equipment reliability.

Technical Support Team Lead

Results-oriented and seasoned leader with a proven track record of building and managing customer relationships, ensuring customer satisfaction, and driving business success.

Key skills and accomplishments:

* Exceptional customer service: Effectively manage customer relationships, understand needs, and promptly resolve issues.

* Project leadership: Lead projects from demos to rollouts, working closely with OEMs and cross-functional teams to ensure seamless execution.

* Sales support: Proactively support the sales team with customer onboarding and technical training to facilitate smooth customer acquisition and retention.

* Technical expertise: Provide technical troubleshooting support and guidance to ensure customer satisfaction and optimize product usage.

* Data-driven decision-making: Leverage data insights to identify customer needs, optimize processes, and drive continuous improvement.

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The Battle

Teresa Torres

Nir Klein

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