Achieving Growth
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Turning Insights Into Impact
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About Me.
I consider myself to be a results-driven Product Growth Specialist with over two years of experience enhancing eCommerce experiences and driving user satisfaction through data-driven solutions and ad hoc analysis. Adept at collaborating across departments, addressing usability challenges, and managing end-to-end product initiatives.
Known for delivering innovative strategies, streamlining workflows, and influencing KPIs, I am passionate about empowering users and improving online business tools. With a strong foundation in customer service and technical support, I thrive in fast-paced environments and am committed to ongoing growth and development.
Education.
While I hold an Associate's Degree and have earned various certifications, much of my education has been self-taught/motivated. (Not to negate any skills I am aquired from my employer) Growing up with a Quality Engineer parent who championed workflow efficiency and process optimization, I developed an early appreciation for problem-solving and innovation.
In my three years in the tech industry, I’ve discovered a deep passion for tackling complex user challenges and finding solutions that go beyond textbook knowledge. My previous experience as a paraeducator honed my communication and empathy skills—both essential for understanding and supporting users effectively.
To accelerate my growth, I’ve completed numerous courses on Coursera, gaining in-depth knowledge of product development and analytics. I thrive on continuous learning, often pursuing "the why" behind every feature and concept. My motivation to self-educate and equip myself with the tools to excel knows no bounds.
For additional details on my educational journey, feel free to reach out!
While I hold an Associate's Degree and have earned various certifications, much of my education has been self-taught. Growing up with a Quality Engineer parent who championed workflow efficiency and process optimization, I developed an early appreciation for problem-solving and innovation. In my three years in the tech industry, I’ve discovered a deep passion for tackling complex user challenges and finding solutions that go beyond textbook knowledge. My previous experience as a paraeducator honed my communication and empathy skills—both essential for understanding and supporting users effectively. To accelerate my growth, I’ve completed numerous courses on Coursera, gaining in-depth knowledge of product development and analytics. I thrive on continuous learning, often pursuing "the why" behind every feature and concept. My motivation to self-educate and equip myself with the tools to excel knows no bounds. For additional details on my educational journey, feel free to reach out!
Feedback/Reviews
Featured Projects
Top 5 Things I Am Most Proud Of
1
Transforming User Insights into Impactful Actions
Situation
Our team was tasked with addressing long-standing user frustrations and costly inefficiencies by reviewing feedback and issue tracking systems such as JIRA and User Voice. These issues were impacting product quality and user satisfaction, and resolving them was critical to maintaining our competitive edge.
Task
My role involved identifying, analyzing, and prioritizing the most significant problems reported by users. This required diving deep into data, understanding recurring themes, and ensuring the issues were communicated clearly to stakeholders for resolution.
Action
I systematically reviewed all open JIRA tickets and User Voice feedback to extract actionable insights. I collaborated with cross-functional teams to verify the accuracy of the issue descriptions, ensured deadlines were met, and maintained consistent communication through regular meetings. I also worked diligently to make sure all problem statements were easy to understand and actionable.
Result
As a result of this effort, we resolved several high-priority issues, with additional fixes planned by the end of the year. This initiative significantly improved product quality and reduced user frustration, reflecting positively on customer satisfaction metrics. Our streamlined process has positioned us to better address user concerns promptly moving forward.
2
Advocating for AI Chatbot Improvements Across Teams
Situation
Users were being incorrectly advised by the AI chatbot to disconnect their Sales Channels during troubleshooting. This action caused severe disruptions, especially during high-demand periods like Black Friday. Disconnecting Sales Channels broke the link between Wix Store products and external seller accounts (e.g., Amazon, eBay, Google), resulting in order sync failures, inventory discrepancies, and manual workload during critical sales periods.
Task
My task was to identify, document, and escalate this critical issue to the company and key stakeholders. The objective was to prevent further disruptions by ensuring the chatbot's guidance was corrected and that users were no longer advised to disconnect their Sales Channels.
Action
Investigated and documented major incidents, including examples where users faced significant disruptions:
A Black Friday case where a user had to relink 219 products.
A large catalog case where a user with 5,500+ products faced overselling risks and duplicate listings.
Created a detailed report highlighting 8 identified cases and the financial impact of $443 in compensation.
Collaborated with teams through Slack and Monday Board to track complaints, and shared findings in a centralized document for stakeholder review.
Result
Raised awareness among stakeholders, leading to increased scrutiny of the chatbot’s troubleshooting logic.
Highlighted long-term risks, including decreased user trust, operational inefficiencies, and potential churn.
Provided actionable recommendations to prevent users from being advised to disconnect Sales Channels, setting the stage for policy and chatbot updates to resolve the issue and safeguard user satisfaction.
3
Led as the Product Expert for Sales Channels and POS Systems
Situation
As a Business Growth PSS, I was entrusted with driving innovation, owning my product area, and leading cross-functional collaboration to improve product offerings and user satisfaction.
Task
I was responsible for managing end-to-end project delivery, representing the user voice, leading product releases, and ensuring continuous product knowledge and innovation across teams.
Action
Expertise & Collaboration: Built strong relationships with internal teams and stakeholders to stay aligned on user pain points and product updates, leveraging insights from user feedback, competitor analysis, and market trends.
End-to-End Management: Led product releases through full project cycles, using JIRA for tracking, and ensured every release addressed user needs and cross-vertical impacts.
Innovation & Reporting: Drove product innovation by bringing forward new ideas, maintained up-to-date product documentation, and compiled monthly reports to keep stakeholders informed of progress and key issues.
Result
Became the "go-to" expert within my product area, ensuring seamless communication, effective problem-solving, and impactful product releases.
Enhanced product quality and user experience, leading to improved internal processes and higher stakeholder satisfaction.
4
Facilitated Cross-Functional Meetings to Drive Product Growth and Strategic Insights.
Situation
Our product teams needed a structured approach to plan for future product growth and development. There was a need to align cross-functional teams on what was next for our product strategy and how to leverage insights to drive growth.
Task
My task was to lead cross-functional meetings, facilitating collaboration between teams to strategize, discuss future product plans, and provide valuable insights that would inform the next steps in our product development cycle.
Action
Collaboration: Organized and led regular meetings with key stakeholders from product, marketing, engineering, and sales teams to ensure alignment on priorities and strategies.
Strategic Planning: Guided discussions on future product roadmaps, incorporating market research, user feedback, and internal performance metrics to shape actionable plans for growth.
Insight Sharing: Presented data-driven insights from various sources, including user behavior, competitor analysis, and market trends, to inform decision-making and identify growth opportunities.
Documentation & Follow-up: Captured key takeaways from each meeting, assigned clear action items, and ensured follow-up on decisions made to maintain momentum and accountability.
Result
Successfully aligned cross-functional teams on shared goals, ensuring clarity and focus in product development.
Drove actionable growth strategies, which contributed to the successful launch of new product features and improvements.
Fostered a collaborative environment where insights from diverse teams led to better-informed decisions, improving the overall product roadmap and future growth trajectory.
5
Empowered Delivery Experts with Sales Channel & Dropshipping Expertise
Situation
Our delivery experts needed ongoing education to effectively support users with issues related to Sales Channels and Dropshipping. Both new and existing experts required consistent updates and resources to handle user inquiries with confidence.
Task
I was responsible for conducting Q&A sessions, creating internal CSI articles, sending user-facing KB articles to the writer, and ensuring experts had the tools and knowledge needed to resolve complex user issues.
Action
Led multiple Q&A sessions to clarify expert questions and reinforce Sales Channels and Dropshipping training.
Created internal CSI (Customer Support Insights) articles and sent user-facing KB articles to the KB writer for publication.
Developed and distributed helpful materials, including a list of common issues and effective solutions, to assist experts during live interactions.
Result
Strengthened expert knowledge, leading to improved efficiency and more accurate issue resolution.
Provided easily accessible resources for both experts and users, resulting in enhanced support and greater user satisfaction.
Phillip - UK
Absolutely bril, I've checked it out and very grateful for this extra help. Every time I use Wix (I seem to have a new project once every few years) I quickly get in the grove and the easy to use tool system really does build my confidence quickly!
Many Thanks for yuor help again!!
Lorraine - UK
Thank you for all your help, it really is appreciated. Have a lovely Christmas, if we don't speak before lol.
Thanks again
Chris - UK
Your representative, Cass is a credit to your organization. However, without her help it would have been virtually impossible for me to solve my problem by using your bot chat routine.
Many thanks again Cass. Your Service is second to none!!
Shannon - US
Amazing, you are the best!
shannon@amperagecapital.com - if you ever need a job.
Well done.
Sue - UK
Cass… Cass…. Cass… what can I say….Firstly what an absolute pleasure it has been to talk to you today. Please forward this email on to your boss :
I had the pleasure in talking to Cass today regarding further issues with Editor X.
How grateful I was to be connected with her. Nothing was too much trouble. Cass was patient, calm absolutely hilarious and just a joy to talk too. Not only did she solve my many issues - she called me back when she said she would. Cass your a legend in your own right!
Malika - CA
Cass went above and beyond go above and beyond to help me resolve my problem. I am so grateful for her willingness to make it work, she knew I've struggled for a while.
Andrew - UK
Cass was very helpful and understanding with my lack of knowledge Definitely an asset to your team!
