Arely Higareda
MERCED,CA
Summary
Reliable Product Manager known for providing stable, consistent leadership through full development lifecycles. Serves as calming presence and decisive knowledge base for development personnel during stressful design tasks. Proven leader of successful digital product development efforts through coordinated inter-team collaboration and expert guidance.
Overview
14
14
years of professional experience
Work History
Digital Product Manager
Patelco Credit Union
05.2022 - Current
- Collaborate with UX (User Experience) team to incorporate customer feedback and User Acceptance Test (UAT) into future patches and iterations.
- Champion macro view approach to develop products, focusing on multi-disciplinary brainstorming and inter-team meetings to eliminate redundancies and dependencies.
- Participate in triaging production bugs and malfunctions, adjusting development milestones and release schedules accordingly.
- Define solution requirements to convert strategic ideas into actionable workflows.
- Apply customer-first strategy to product development and marketing materials.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
Application Support Analyst
Patelco Credit Union
05.2018 - 05.2022
- Used Zendesk and Jira to track, maintain and update trouble tickets.
- Analyzed and troubleshot integration issues related to system configuration, data, maps and workflows.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Participated in on-site requirements gathering sessions and translated client requirements to determine project scope.
- Involved in all testing procedures and wrote test cases and scenarios for development team.
- Interacted with clients to resolve issues and answer software-related questions.
- Performed quality assurance testing on new software releases for alignment with goals for efficiency and performance.
- Prepared in-depth reports for each project managed and updated documentation as changes occurred.
- Provided training to end users on new and updated systems and software.
- Installed, configured and provided ongoing configuration management for 10+ custom applications.
- Used Zendesk and Jira Service Desk to track, maintain and update trouble tickets.
E-Services Specialist
Patelco Credit Union
01.2009 - 04.2018
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Documented problems and corrective actions to maintain records.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Developed process improvements to enhance overall delivery of service.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Arts - Sociology
California State University - Stanislaus
Turlock, CA05.2016
Skills
- Team Member Development
- User Feedback
- Customer Experience Improvement
- Corporate Communications
- User Acceptance Testing (UAT)
- Launch New Products
- Stakeholder Relations
- Roadmap Development
- Timeline Management
- Product Management and Branding
- JIRA Systems
- Zendesk
Timeline
Digital Product Manager
Patelco Credit Union
05.2022 - Current
Application Support Analyst
Patelco Credit Union
05.2018 - 05.2022
E-Services Specialist
Patelco Credit Union
01.2009 - 04.2018
Bachelor of Arts - Sociology
California State University - Stanislaus