Self-Driven Passion for Technology & Success

20 years working with contact center technologies with +10 years in Project/Program Management leading both product & implementation projects. Background in software, finance, collections, support, operations, & sales

BS, Electrical Engineering

Skill Overview

Management Skills
10+ Years of Management Experience

Areas of Experience

  • Product Management

  • Offer Management

  • Portfolio Management

  • Program Management

  • Project Management

  • Business Analysis

  • Risk Management

  • Quality Management

  • Vendor Management

  • Partner Management

  • Customer Success Management Operations

  • Software Development Life Cycle | SDLC

Soft Skills
20+ Years of Business Experience

Areas of Experience

  • Clear Leadership Direction

  • Confident Decision Making

  • Creative Problem Solving

  • Agile Strategic Planning

  • Team Enablement

  • Management through Feedback

  • Mentoring

  • Ability to listen & apply empathy

  • Making the complex seem simple

On a Personal Note

Some of my hobbies include

Video Games

I love playing video games & staying involved in the growing video game & streaming communities

I enjoy FPS games such as Call of Duty, Fortnite, & Apex. RPGs like Final Fantasy & Skyrim. Driving games like Mario Kart, Forza, Burnout

 

Cooking & Gardening

Unlike video gaming, I started my cooking journey only a couple of years ago. I started learning from Hello Fresh to start learning the basics, but then expanded my skills through cookbooks & YouTube.

Once I fell in love with cooking I became very conscious of where my food comes from & started getting locally sourced veggies & meat.

These days I can be found tending to my edible sensory garden on my roof here in Seattle.

 

Lifting, Yoga & Spin

I started weight lifting at 17, yoga at 26 & spin at 29.

I recently installed a pulley system in my house to finalize my home gym during the pandemic.

Over the years I have taught myself a lot around food science, body chemistry, & the affects of working out. I really delight in talking about the science side of it all.

”The customer’s journey doesn’t end at go-live, but is the beginning of our journey together. “

 
 

Ora Ocon - Visionary & Leader

Simple 4 Step Operational Approach to Customer Success

 

Step 1 —
Complete Offers

It all begins with the realization of the existing offer portfolio & analyzing how it should support customers.

Ensuring market support for self-service, velocity, commercial & enterprise customers

Step 2 —
Journey Mapping

Once the portfolio is rationalized, then customer experience journey maps are built around the offers & services to create value measured outcomes

Mapping Offers to Support Success During Moments of Truth along the Customer Journey

Step 3 —
Success Planning

Customer Success Managers can utilize journeys to develop success plans that help customer adopt & expand to reach their outcomes

Using Journey & Outcome Based Offers to provide long-term plans for Customer Success Manager Planning

Step 4 —
Personal Subscriptions

Personalized subscriptions that allow customers to plan & expand their adoption of your solution will help increase NPS & Annual Reoccurring Revenue

Yearly subscription options that are personalized based on the customer’s success plans to ensure that customers have the ability to continuously see value year over year

Example only