Product Manager Customer Service
Resume:
SARA
SHODIMU
Contact
Phone
*************@*****.**.**
Key Skills
Agile Development with Jira
Stakeholder Management
Product Development and
Management
UAT, Regression Testing
MS Office2000X
ITIL@4 Foundation (Trained)
MySQL 2000X
Motivated Professional with experience in Software Development Life Cycle
(SDLC), Life Cycle Testing including Requirements gathering, Analysis/Design and Product management with a long-standing record of initiative and innovation. Good relationship builder and problem solver with excellent communication and organizational skills. Professional Experience
2016 -
Current
Product Manager, Business Banking
STERLING BANK PLC
• Experience in working with Agile/Scrum and Waterfall development methodologies
• Negotiated with relevant stakeholders to mine the downlines of their clientele and created opportunities for all market segments of the bank.
• Created and deployed tailor-made solutions that
bridged identified gaps in the bank’s products.
• Engaged relevant teams to create software for
qualitative structured solutions to validate and model emerging business markets.
• Creation of new business opportunities for profitable investments and customer acquisition.
• Recommended business intelligence insights to
management and pursued same through from
approval to implementation that drove business
growth and achieved strategic goals for the Bank.
• Facilitating product trainings for staff.
2014 - 2016
Product Manager, Personal Banking
STERLING BANK PLC
• Segment research including extracting customer
data and analyzing profiles used to determine
market segment requirements.
• Monitored market trends and competitor
performance and analyzed gaps to update
promotional strategies and maximize sales.
• Conceptualized and deployed enhanced product
features and optimized implementation for use in
marketing strategies.
• Developed product documentation to
communicate and align key components of
upcoming features and products to internal teams.
• Identified opportunities to improve business process flows and overall departmental productivity.
• Coordinated design meetings and decisions across internal departments and teams
2013 - 2014 Product Officer, SME Banking
STERLING BANK PLC
• Developed and managed propositions that attract
and retain the SME segment customers and
delivered segment profitability levels as well as
customer acquisition.
• Delivered exceptional experience and maintained
productive relationships with area small businesses.
• Generated business, acquired new customers
through diverse promotional, outreach, and
networking strategies.
• Harnessed existing relationships and created more business avenues and improved organization
profitability.
• Attended trade shows and client meetings to
promote the bank’s products and built rapport with prospects and partners
2009 – 2013
Customer Relationship Management
STERLING BANK PLC
• Processed end-to-end credit management requests
submitted complete loan documentation and
handled credit originations for credit compliance.
• Achieved goals for sale of bank products and
services and exceeded performance metrics.
• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products. Established, built and strengthen
2004 – 2009
relationships with SME and Personal Banking
customers
• Provided efficient, prompt and excellent service delivery for customers.
• Developed a comprehensive calling/contact
management system for efficient personal banking
services.
• Assisted customers with needs such as opening
accounts, depositing or transferring funds, updating account details and signing up for new services.
• Maintained customer satisfaction with forward-
thinking strategies focused on addressing customer needs and resolving concerns.
• Cultivated lucrative relationships with both new and existing clients through effective communication
and exemplary interpersonal skills.
Human Resources Specialist
WEMA BANK PLC
• Reviewed and screened applicant resumes to
identify qualified candidates.
• Developed and posted vacancy announcements by
leveraging on online and print recruitment tools to attract qualified candidates and develop a robust
talent pool.
• Interviewed candidates and conducted background
checks and verification.
• Computation of leave day, leave allowances and Ex gratia, staff indebtedness/entitlement and other
allowances.
• Maintained optimal staffing levels by tracking
vacancies and initiating recruitment and interview processes to identify qualified candidates.
• Improved customer service rankings by quickly
resolving issues to improve overall satisfaction.
Education
Bachelor of Science: Banking and Finance
LAGOS STATE UNIVERSITY
Master of Business Administration: Human
Resource Management
LAGOS STATE UNIVERSITY
.
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