Olelo

Olelo was my entry point into product. I started as a product analyst, moved into product ownership, and later became point of contact for the account verification and compliance workflows I'd built from the ops side, ownership I carried forward even after moving into the PM role on CaptionCall Mobile.

Compliance Operations

• Account search and lookup for CS across user, billing, and verification data

• FCC-mandated PII compliance built into the account record (name, DOB, SSN)

• Automated daily scan of new signups for missing or invalid verification data

• Automatic CS routing of flagged accounts for verification outreach

• 3-email automated outreach sequence over 7 days via Intercom/Klaviyo

• Automatic account deactivation after 7 days if still unverified

Challenges

• FCC required verified PII on every account, but self-certified signup data was frequently incomplete or invalid

• Revenue was billable minutes from FCC-verified accounts only; unverified usage was pure cost with no offsetting revenue

• Verification enforcement ran on the monthly FCC billing cycle, so an unverified account, fraudulent or just a typo, could generate unbillable usage for up to a month before removal

• The same manual, once-a-month purge treated fraud and simple user error identically, no way to cut off bad actors faster or give legitimate users a chance to fix a mistake

• Manual identification and outreach for flagged accounts didn't scale with signup volume

Key Decisions

• Shortened the effective deactivation window from the ~30-day monthly billing cycle to 7 days, cutting maximum unbillable-usage exposure from bad actors while still giving legitimate users a real chance to verify

• Replaced blanket deactivation with a time-boxed recovery window, giving users a real chance to verify instead of losing them outright

• Automated flagging and outreach sequencing instead of manual CS review, so recovery scaled without added headcount

Impact

• Cut the unbillable usage window of bad-actor accounts by 77%

• Converted previously-lost legitimate accounts into verified, billable users