Margaret Wang

Executing lean management and data-driven agile delivery of SaaS product features and enhancements, overseeing platform scalability, and coordinating an increase in service from 35,000 to 60,000 active customers in one year. Managing API partner relationships and developing improved issue management systems in Jira, reducing resolution times by over 40%.

Supported customer success team in over 70 new customer onboardings, including collateral creation, Welcome Kit assembly and delivery, and in-person school visits. Set up and implemented Zendesk as the new service portal for a new product launch, serving over 7500 individual users, and created a Support Playbook to train 4 support agents.

Leveraged Help Scout to manage and resolve customer inquiries, streamline communication, and track support tickets, resulting in a 60% reduction in response times. Led a cross-functional team in developing a Teacher Resource Hub, improving monthly customer engagement more than tenfold.

Wrote and implemented curricula for the Biology Course meeting NGSS standards with emphasis on Claim-Evidence-Reasoning, serving over 350 students. Served as Yearbook Advisor for 2 years, coordinating vendor and student involvement and designing the yearbook layout using digital software.

Grade: 4.0

M.S. of Education in Secondary Science from the University of Pennsylvania, with a GPA of 4.0.

Grade: 3.94

B.A. in Biological Sciences from Rutgers University, with a GPA of 3.94.