DIGITAL CUSTOMER EXPERIENCE
garysonacci@gmail.com
+1 647 321 9118
Toronto, ON, CANADA
Experienced Digital Product Manager with a background in product management, Agile methodology, customer experience, and UI/UX design. Successfully delivered multiple digital products across various industries, including mobile applications, websites, SaaS, content management systems, social gaming, telecommunication, hospitality, loyalty programs, and customer relationship management.
The Hong Kong University of Science and Technology
2005 - 2007
The Hong Kong Polytechnic University 2003 - 2005
Manager, Digital Customer Experience Nov 2018 - Present
Melco Resorts
Lead end-to-end management of digital customer journeys across multiple touchpoints, including mobile apps, websites, and WeChat mini programs
Developed and continuously iterated the digital strategy, vision and roadmap to drive business growth and P&L goals
Acted as the product owner of multiple websites with content management systems, leading an Agile team of vendors to accomplish development tasks
Collaborated with business units, UI/UX designers, and development teams to translate requirements into use cases and customer journeys
Defined customer journey of digital products that increased customer satisfaction and customer retention
Worked in an Agile scrum environment using JIRA and Confluence to ensure team alignment and prioritization
Analyzed customer insights and leveraged user experience research to drive continuous solution improvement using Heap analytics, Google analytics, heatmap etc to iteratively drive continuous solution improvement
Achievements:
Successfully launched 8 properties websites with a CMS, improving content update efficiency
Developed and launched a company loyalty mobile app from scratch, achieving 100,000 downloads within two years
Product Management
Customer Experience
UI/UX Design
Web Development
Mobile Development
Wireframing
Market Research
Usability Testing
Product Manager Jun 2014 - Oct 2018
China Mobile International
Led a team of 4 to manage product development, budgeting, business development, and stakeholder engagement
Defined and prioritized product design, strategy, execution, scheduling, and quality assurance
Drafted wireframes for app and website designs to ensure a high-quality user experience throughout the product lifecycle
Conducted usability testing and UAT to ensure product quality and satisfaction
Collaborated with partners such as DoCoMo, KDDI, KT, Ctrip, Alipay, and WeChat to drive collaboration and promotions
Achievements:
Launched a mobile app that allowed users to purchase mobile data plans and track usage during travel
Built a mobile app prototype and product strategy as a leader of a UI/UX design team
Professional Scrum Product Owner™ I (PSPO I) - 2023 Mar
Google UX Design Professional Certificate 2023 Feb
Producer Apr 2010 - Jun 2014
6waves
Managed daily game operations and provided game advisories on game’s design, first time UX, UI design, logic flow and event management in both social and mobile platforms
Worked with internal and external game studios around the world to produce high-quality games
Helped the localization process of games not limited to translation, payment method localization and graphical localization
Analyzed performance metrics and managed outsourced developers to ensure schedule delivery
Managed and monitored outsourced developers to produce in-house game development and ensure the schedule of delivery
Published, integrated and optimized social games on different social platforms like Yahoo!Mobage, Mixi in Japan
Achievements:
Released the Facebook game "Puzzle Pets Adventures," which was awarded the 2012 Best Browser Game at the Philippine Game Development Festival
Revamped and built company website to attract more strategic partners
English
Cantonese
Mandarin
Senior Product Executive Apr 2008 - Apr 2010
Funmobile
Managed the development of various online applications, including rebate and freebie websites
Coordinated with affiliate networks to manage CPC, CPA, CPM, and Co-Reg offers
Produced Facebook game development and functional specifications
Achievements:
Built and launched the company's first social game on Facebook