Derek Porter

Experience

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  Meeting Tomorrow

  May 2009 - May 2010

  Sales and Service Representative

  - Closed phone sales with pharmaceutical customers requiring same day A/V equipment- Proactively performed troubleshooting on technical equipment to ensure smooth client-facing presentations- Coordinated with in-house fulfillment teams to meet tight deadlines

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  Worldwide Organization of Organic Farming

  May 2010 - Aug 2010

  Volunteer

  - Worked on 3 French organic farms across farms through the Worldwide Organization of Organic Farming (WWOOF) by arranging volunteer opportunities and accommodations via WWOOF’s database- Learned about cultivation, fertilization, harvesting and animal husbandry by working alongside experienced organic farmers- Improved French-speaking abilities by immersing myself in homes where English was not spoken and running stalls at farmers’ markets in small French villages

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  Lyft

  Nov 2015 - May 2023

  • Delivered product release readiness for 4+ product verticals at a time, collaborating cross-functionally with Product, Data Science, Design, and Engineering. • Conducted pre- and post-launch data analysis on products impacting 10k+ users, curating near and long-term product enhancement recommendations for product managers. • Executed pre-launch employee testing for various products, ensuring timely resolution of bugs and mitigating risk for post-launch issues impacting the user experience. • Leveraged internal user feedback to enable faster turnaround for product enhancements while simultaneously building stronger trust with internal teams. • Presented data-driven launch learnings to tech partners, helping drive informed roadmap prioritization decisions as well as PRD revision where applicable . Show less • Performed change management for various Express Drive product launches, working closely with partners across customer support and tech. • Immersed in the customer-facing field experience, visiting on-site locations to gather and deliver feedback that improved the product and employee experience. • Led optimization and standardization of internal subrogation process, tripling the amount of trained agents and ensuring completion of 1300+ claims. • Created product-specific internal and external educational documents inclusive of SOPs, talking points, and team member trainings. • Streamlined process and response time for Legal requests amidst a 200%+ increase in volume by building a service desk and training 4 additional team members on best practices to resolve. Show less

  • Product Operations Lead

    Nov 2022 - May 2023

  • Product Operations Specialist

    Mar 2020 - Nov 2022

  • Senior Operations Associate

    Oct 2018 - Mar 2020

  • Customer Experience Specialist

    Jul 2017 - Sept 2018

  • Customer Experience Associate

    Nov 2015 - Jun 2017
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  Guild

  Dec 2023 - May 2024

  Senior Product Operations Analyst

  • QA and analysis of data between academic partners and internal systems to ensure accuracy and support downstream teams and systems.• Collaboration with Product and Engineering teams to help prioritize feature additions, modifications and bug fixes.• Product training and onboarding for new academic partners and end users. • Responsive, high quality support for users of the product and internal partners, coordinating resolution of bugs and data issues. • Operational delivery, including working with data quality to identify and diligence issues, identifying and defining where operational processes are needed to supplement the technology, and piloting operations solutions to serve as prototypes for future product enhancements. • Scoping, prioritizing and executing work to drive operational excellence, setting up for the next chapter of scaled growth. Show less