Andrea E. Romero
Miami,FL
Summary
Proven fin-tech professional with a track record of growth from end-user support to product management. I leverage a blend of technical expertise and user-focused insights to drive product innovation, streamline processes, and optimize user experiences. Skilled in collaborating with cross-functional teams to deliver successful product feature launches that align with business objectives
Overview
12
12
years of professional experience
Work History
Product Manager
Blackstone
01.2023 - Current
- Act as a subject matter expert for our Investor Portal initiatives, driving the implementation of new features, enhancements, and cross-functional projects
- Work within an Agile environment, applying the Scaled Agile Framework to drive the successful delivery of complex features.
- Collaborate closely with engineering, design, QA, and marketing teams to for the successful launch of our product and product features, ensuring alignment with business goals in strict deadlines
- Collaborate with stakeholders to gather requirements, prioritize the backlog, and coordinate comprehensive testing processes
- Assess the ROI of new features and enhancements to ensure value-driven decision-making
- Translate business requirements into functional proofs of concept by crafting detailed project requirement documents used as the reference resource during development
- Conduct market research to analyze industry trends and competitor offerings, identifying strategic opportunities for product positioning and development
- Define the MVP's core features, focusing on delivering the highest value with the least development cost
- Document user stories, specifications, and product features into detailed and actionable items for development using JIRA
- Develop and lead go-to-market strategies
- Analyzed metrics using Google Analytics to measure product performance
- Manage multiple workstreams while providing proactive status updates to stakeholders and senior management
- Lead scrum ceremonies, including sprint planning, retrospectives, and daily stand-ups, to maintain clear communication and transparency across teams
- Utilize JIRA and Confluence to manage workflows, track progress, and document decisions in a collaborative and transparent manner
Application Support Specialist
Blackstone
09.2019 - 12.2022
- Provided prompt and efficient support for business users, troubleshooting and resolving application-related issue, leaning on strong knowledge of fin-tech principles to understand business impact and ensure minimal downtime
- Assisted in the daily monitoring of critical financial applications, identifying and addressing potential issues before they impacted business operations.
- Conducted root cause analysis on recurring issues, implementing long-term solutions to improve application performance and reliability.
- Delivered training sessions and created documentation to help users navigate application functionalities and self-resolve common issues including utilizing administrative tools and the fund raising campaign setup and launch process
- Worked closely with the development team to escalate and track complex issues, ensuring quick resolution and business continuity.
- Developed strong business acumen to better support users and align with the company's overall vision and strategic goals.
- Became the subject matter expert for the Investor Portal application, serving as the primary point of escalation for complex and high-priority issues.
- Took on the role of Scrum Master, preparing sprints, facilitating ceremonies, ensuring adherence to agile best practices, and generating reports.
- Appointed as Team Lead for the Enterprise Application sub-team, managing a team of 12 members and supporting 8 critical business applications with the main responsibility of ensuring proper application support coverage
- Designed and implemented a new ticket queue management process, adopted by the full team, to expedite the distribution of outstanding support tasks and ensure prompt action on critical items.
Service Desk Analyst
Blackstone
10.2015 - 09.2019
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Customer Field Representative
Hewlett Packard, HP
02.2013 - 10.2015
- Engaged with customers to set clear expectations and efficiently resolve their HP equipment issues, ranging from desktops, laptops, servers, printers, and plotters.
- Took ownership of assigned service calls, independently managing daily schedules to optimize productivity.
- Consistently met customer service level agreements (SLAs) while adhering to strict organizational performance metrics.
- Cultivated and maintained strong, professional relationships with institutional clients to ensure high levels of customer satisfaction.
- Expanded technical expertise through continuous participation in training sessions states and professional development opportunities some of which required out of state travel
Education
Bachelor of Arts - Computer Science
City University of New York
New York, NYCertified Product Manager (CPM)
Brainstation
Miami05-2024
Certified Scrum Product Owner
Scrum Alliance
04-2023
Skills
- JIRA and Confluence proficiency
- Knowledge and experience with SDLC
- Agile methodology
- Requirements building
- Stakeholder communications
- User experience optimization
- Roadmap development
- Go-to-market strategy
- Feature prioritization
- Cross-team collaboration
- White-glove customer service
Timeline
Product Manager
Blackstone
01.2023 - Current
Application Support Specialist
Blackstone
09.2019 - 12.2022
Service Desk Analyst
Blackstone
10.2015 - 09.2019
Customer Field Representative
Hewlett Packard, HP
02.2013 - 10.2015
Bachelor of Arts - Computer Science
City University of New York
Certified Product Manager (CPM)
Brainstation
Certified Scrum Product Owner
Scrum Alliance
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