Product Manager

Michelle C. Rolls www.linkedin.com/in/michellerolls

**** ********* **** **, #**** 404-***-****

Atlanta, GA 30305 *****.********@*****.***

SUMMARY

Client focused Product Manager with vast experience implementing information technology to solve business problems and improve processes for leading global companies. Demonstrated strength in issue resolution, with analytical approach to complex problem solving. Client advocate with history of providing excellent customer service and building rapport to foster client satisfaction. Excels at establishing customer requirements, and translating them into product features. Known for leading cross-functional teams and encouraging teamwork to achieve goals. Knowledge and experience in project development methodologies.

Core expertise

Product life cycle management

Product demonstrations and presentations

Competitive analysis

Release planning and execution

Internal and client communication

Data warehousing

Product planning, pricing, positioning, and promotion

Market segmentation and strategy development

Credit card loyalty programs

MS Office suite

PROFESSIONAL EXPERIENCE

TSYS Loyalty, Alpharetta, GA 2012 - 2015

Senior Account Manager

Developed, retained and grew customer-focused business relationships with large financial institutions, maximizing their credit card loyalty portfolios. Developed and executed annual revenue plans, including sales of value-add services, promotions, campaigns and product enhancements. Managed day-to-day client needs, responsible for issue escalation, billing, contracts, and proactive communication.

Coordinated and led quarterly business reviews with clients, including analysis of portfolios in the areas of acquisition, activation, spend, redemption, and retention.

Attained all revenue targets for 2014

Provided thought leadership to clients around program and cost management.

Assembled teams to craft tailored, innovative solutions that worked for the client.

Participated in scrum team for customized implementations of loyalty solutions.

FISERV, Atlanta, GA 2007 – 2011

Product Manager

Led product strategy development for customer profitability measurement solution. Managed business analyst team, responsible for business requirements, system defect research, and functional testing of all development. Planned and executed two product releases encompassing enhancements, defect resolution and product stability. Directed design of browser-based UI for product upgrade.

Achieved 75% reduction of system defects and system support time.

Led client advisory board, encouraging client collaboration and improving customer satisfaction resulting in increased client satisfaction scores and number of client references.

Coordinated successful conference track schedules, including identification of relevant topics, securing speakers, and preparing presentations improving client session ratings

Wrote and published whitepaper on customer segmentation in to educate and inform.

Michelle C. Rolls Page Two

FIS (previously METAVANTE CORPORATION), Milwaukee, WI 1995 – 2006

Product Manager II 2005 – 2006

Directed product strategy for CRM solutions: customer profitability measurement, customer information management, marketing, relationship pricing, and legacy data warehouse solutions. Identified key requirements of next generation data warehouse.

Developed product retirement plan for legacy data warehouse product, which preserved $35M annual revenue stream.

Guided regional client user groups, fostering client relationships, facilitating the sharing of best practices among clients, and gathering market information. Developed and rolled out web-based tool allowing clients to share BusinessObjects data warehouse reports, driving client satisfaction and increased usage of the product.

Product Manager 1998 – 2005

Developed, launched, and released new customer profitability measurement system, establishing product pricing consistent with value proposition. Managed P&L with increasing annual revenue goals by interlocking revenue plan with sales to achieve projected income and cross sell initiatives. Shouldered additional product responsibility, including the customer information system and relationship pricing system, with annual revenue in excess of $45M.

Achieved 50% market penetration through appropriate definition of product requirements.

Drove $2M customer-funded enhancement, including requirement gathering and managing client expectations, delivering project on time and meeting client expectations.

Successfully retired legacy profitability system by developing and executing complete retirement strategy and managing sensitive clients.

Developed investment proposals for key software purchases and upgrades justifying software expenditure to ensure compliance and generate annual revenue in excess of $750K.

Managed $2M enhancement across multiple product lines in reaction to government regulation, allowing clients to comply and avoid penalties. Conducted client focus groups to gather requirements. Drove on time implementation with positive customer feedback.

Secured multi-million dollar system outsourcing contract with a bank by demonstrating that systems would meet their needs and provide strategic advantage in their market.

Associate Product Manager 1995 – 1998

Worked with team to launch new, industry-leading data warehouse. Conducted product cost analysis and developed pricing model. Managed clients through pilot of new functionality. Managed product release work plans, client beta test, and stakeholder groups to release product on time. Prepared internal and client product documentation, including marketing materials.

Achieved over 97% product penetration within Metavante client base.

ADDITIONAL RELATED EXPERIENCE

ACCENTURE, Milwaukee, WI

Manager

EDUCATION / PROFESSIONAL DEVELOPMENT

BS, Industrial Engineering, University of Wisconsin – Milwaukee, Graduated with Honors

Pragmatic Marketing – Product Management Program

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