Manager Customer Service

Jeremy Jarrett

Email: *********@********.***

Address: **** *. ******** **.

City: Chandler

State: AZ

Zip: 85249

Country: USA

Phone: 480-***-****

Skill Level: Experienced

Salary Range: $100,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Jeremy Jarrett C: 480-***-****

Summary

Sixteen years experience within the Brokerage / Banking / Tech Industry as a Business Analyst, Relationship Manager, and Product Manager. Outstanding leadership skills in developing and testing web/mobile based products. Strong strategic thinker, self starter, analytic, and ability to manage multiple products/projects concurrently with proven technical and business writing experience.

Experience

March 2007-Present E*Trade Bank - Cash Product Mgmt Chandler, AZ

Sr. Product Manager (Web and Mobile)

* Responsible for launching / enhancing web self service products including writing the functional requirements, improving the user experience, risk management, assisting with and preparing test cases, and managing the complete SDLC lifecycle. Products such as Quick Transfer, Bill Pay 2.0, Mobile Deposit, Mobile Bill Pay, Online Wires, Checkbook Reorders, Consumer Capture, and Stop Payments.

* In charge of the overall strategic direction and implementation for ETRADE's Mobile Cash strategy. Currently in charge of the Mobile Bill Pay initiative.

* Responsible for the Bill Pay upgrade project (Requirement Gathering, User Experience, Test Plan Creation, Test Case Review, Rollout Plan, Training, etc.). Converted 60,000 users and 128,000 accounts with near perfect data accuracy. Customers were unaware the conversion took place.

* Responsible for launching Mobile Deposit for Iphone and Android. Launched the product in six months. Mobile Deposits account for 20% of all check deposits received. In parallel launched All Channel Duplicate Check Detection.

* Key resource for all Remote Deposit Capture products within E*TRADE. Introduced a consumer capture product to a select customer group generating over $10 million in deposits which involved partnering with two vendors - Fiserv and Jack Henry.

* Managed one business analyst that focused on maintenance projects, new products, etc for E*Trade Bank.

* Managed retirement of Certificate of Deposit (CD) offerings and coordinated transfer of almost 150,000 savings accounts to outside institution through detailed customer communication plans, transfer and audit of account balances, creation of final customer statement and tax documentation, and implementation of account closure process.

June 2006- March 2007 Waterfall Mobile Inc. San Francisco, Ca

Sr. Product Manager (Web and Mobile)

* Responsible for the business case analysis, functional requirements, and test case creation for www.msgme.com, a Self Service Mobile Marketing Start-up company. Managed product development lifecycle for projects until launch

* Responsible for SMS Developer API, Customer Service tools, Reporting, and all Payment projects.

* Analyzed competition, Researched Payment Gateway options, and studied Internet traffic to recommend strategic changes.

* Release Manager for all product launches which used an Agile approach.

October 2003-June 2006 E*Trade Financial Sacramento, Ca

Product Manager (Web)

* Primary driver of the development and the subject matter expert of all cash products within the Cash Management family at E*TRADE.COM

* Products: Quick Transfer - ACH (ODFI), Yodlee IAV, Micro Deposit Verification, Wire processing, Check Processing, Checkbooks, ATM Card, Smart Alerts, and Online Transfer of Accounts, Direct Debits, Deposits.

* Managed internal and external resources for Internet product implementation, site development and client enhancements, consistently meeting deadlines and staying within budget.

August 2002-October 2003 E*Trade Securities Sacramento, Ca

Business Analyst

* Assisted Product Managers with business analysis, research, preparing test cases, requirement gathering, and the overall life cycle of a product launch.

* Wrote functional specifications based on internal customer and customer feedback.

* In charge of reconciliation conversion during the books and record conversion for the brokerage entity of E*Trade Financial

June 1997-August 2002 E*Trade Securities Sacramento, Ca

Operational Supervisor

* Managed a department of 29 associates handling all transfer of accounts, Cash Management processes such as ACH, Wires, Checks, and Cash Management reconciliation for E*Trade Securities (Brokerage).

* Improved timeliness, increased customer satisfaction by 35%, and the quality of Transfer of Accounts through implementation of Teamwork, Firm Management, Centralization, Process Automation, Project Management and Production Monitoring.

Education California State University Sacramento

Bachelor of Science - Graphic Design

Awards

* 2010 - 2012 Received awards for my innovation, leadership, and execution while working remotely. Most recently given the Raising the Bar Award in 2012.

Organizations

Kappa Sigma Fraternity - San Jose State University

Applications:

Windows 95/98/2000/XP IBM/MAC, Microsoft Office, Adobe Photoshop, Adobe Illustrator, Adobe Page Maker, Quark Express, Flash, Dreamweaver, InDesign, Visio, MS Office Project, Waterfall SDLC, Agile SDLC, ASP Products

Linked In Profile:

www.linkedin.com/pub/jeremy-jarrett/1/219/431

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