Keegan McMullan

** **** ***., *******, **

Phone: 401-***-****

E-Mail: ad03fi@r.postjobfree.com

LinkedIn: http://www.linkedin.com/in/keegan-mcmullan-72962243

Director of Product Management – Consulting Data Analysis Product Delivery

Helping Companies Translate Their Business Goals to Reality

An accomplished Product Management Executive, backed by a solid track record and a vast array of technical skills with extensive experience in gaining a deep understanding of customer experience, identifying and filling product gaps and generating new ideas that grow market share, improving the overall customer experience and growth of an organization. Proficiently lead dynamic and fast-paced environments and work with cross-functional teams to design, build and roll-out products that deliver the company’s vision and strategy. Expertise in leading diverse teams and managing all aspects of projects and implementations by ensuring that the business deliverables are completely satisfied on time and within budget. Proven as a strategist for coming up with creative solutions for enhancing total organizational performance and is notable for undertaking multiple spectrums of tasks in the interest of the growth of any given role. Has a track record of pitching ideas on areas of improvement, with solid administrative skills, effectively accelerating the metrics of any professional undertaking. Commands top-notch training, presentation, public speaking, and interpersonal skills.

~ Multiple areas of expertise: from Scrum, to implementing Waterfall (SDLC), Agile, Lean, and ITIL delivery methodologies, backed by a solid prowess in technical tools and languages. ~

~ Delivered $45M+ in projects over an nine plus year period. Solid record of success in client relationship cultivation and interpersonal communication at all levels with cross-functional teams of engineers and XD/UX. ~

Agile Software Development / CSPO Leadership & Team building Strategy & Execution

Requirements Planning & Management Agile / Waterfall / Streamlining AI / ML / Automation

Training, Coaching & Mentoring Financial Planning / Budgets Analyses and Research

Product Introduction & Launch Relationship Management Online/Mobile Experience

PROFESSIONAL EXPERIENCE

Bank of America [Jan 2022 – Present]

Senior Digital Product Manager

One of the Big Four banking institutions of the United States.

Spearhead product planning and execution throughout the Product Lifecycle, including gathering and prioritizing product and customer requirements, defining the product vision, and working closely with engineering, sales, marketing, and support to meet revenue and customer satisfaction goals. Established product strategy, owned the product roadmap KPIs, and led the execution of building and bringing to market features and capabilities. Manage the expansion of the Bank of America virtual assistant (Erica (AI/ML)) across lines of business, enhancing Erica’s (AI/ML) machine learning and artificial intelligence capabilities.

Delivered Erica (AI/ML) into the Benefits Online mobile app by developing the foundation and infrastructure for Erica (AI/ML) to answer user requests and questions. In doing so, utterance tuning and accuracy analysis are ongoing to ensure a robust client experience delivery.

Developed new insights allowing Erica (AI/ML) to drive users to enroll or activate available Bank of America account owner features: BankAmeriDeals and Preferred Rewards.

Drove the Erica (AI/ML) expansion to Benefits Online, valued at over $5M.

Increased enrollment in Bank of America benefits by creating insights within Erica (AI/ML) so that users can earn cash back on purchases.

Expanded the use of insights and platform adoption by building out reporting with our program management teams to understand how our clients interact with our apps.

Merrill Lynch [Apr 2020 – Jan 2022]

Senior Digital Product Manager

An American investment management and wealth management division of Bank of America.

Established and executed global strategic product direction, vision, and roadmap. Advised internal infrastructure adjustments to improve deployment timelines and product reliability. Managed the Benefits Online (BOL) Mobile app, including the mobile app digital roadmap, prioritization, and execution, along with all the integration efforts of the app. Focused on cross-team integration within the overall Bank of America Enterprise. Drove the team to create the best mobile experience in the Institutional Retirement space by pursuing innovative features like AI and personalization offered through Bank of America’s Erica (AI/ML).

Delivered more than two high-profile projects valued at over $1M each year for two years.

Increased digital app engagement by 50% year-over-year by enhancing the app client experience and design.

Drove Enterprise integration between the BOL mobile app and the Bank of America app via the New Bank of America App and Single Container work.

Merrill Edge [Feb 2012 – Apr 2020]

An electronic trading platform and investment advisory service.

Digital Product Manager (Dec 2014 – Apr 2020)

Delivered at least one high-profile project valued at $1M+ each year for the past five years.

Increased institutional effectiveness, boosted downstream capture, and enhanced the entirety of the customer experience by spearheading the $4M integration of Merrill Edge with Institutional Retirement Business.

Delivered $8M+ worth of projects for the Merrill Edge line of business.

Complaint Analyst (Aug 2013 – Dec 2014)

Researched and analyzed client verbal, written, and FINRA complaints.

Prepared written correspondence to clients explaining the results of my analysis, the specifics of what took place, and the steps we would take to rectify the situation.

Recorded the details of the analysis and response and kept organized files for audit purposes.

Investment Center Team Lead (Dec 2012 – Aug 2013)

Assisted reps within the team with specific questions throughout their client calls.

Took escalation calls with clients to review their concerns and determine the next steps.

Coached reps on the team regularly to help them attain the goals they set for themselves and the goals we set as management.

Investment Specialist (Feb 2012 – Dec 2012)

Phone-based representative within the Merrill Edge Investment Center tasked with assisting clients in servicing their accounts.

Also placed equity, mutual fund, ETF, and options trades for clients if requested.

Answer all client account inquiries and work with clients to rectify any issues they may have experienced.

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Bachelor’s degree in finance University of Phoenix (Completed Degree While Working Full-Time)

Affiliation(s): • Member of Delta Mu Delta International Honor Society of Business

Certification(s): • FINRA Series 7, 63 and 65 licenses

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