BLAKE M. INGRAM
New York,NY
Summary
Diligent Group Product Manager offering 7 years of success in product roadmap development, market research and data analysis. Highly skilled in identifying opportunities to maximize revenue and reduce costs. Driven and strategic with proven history of superior market penetration and product launch.
Overview
12
12
years of professional experience
Work History
Group Product Manager – Conversational AI
Citibank
04.2021 - Current
- Created customer centric culture resulting in increased customer satisfaction by 18% . Define and drive the vision, roadmap, and objectives for Conversational AI (search, chatbots, and live chat) for Citi's websites, Mobile Apps, and partner sites. Responsible for leading and coaching team of 8 product managers focused on delivering high impact enhancements
- Launched Global Search on Citi Mobile Apps reducing $5.2MM in OpEx . Oversaw development of concept creation, defining critical user requirements, created go-to-market strategy and defined measurement plan
- Saved $2.6MM by increasing Chatbots self-service rates from 40% to 65%. Prioritized high impact enhancements that resulted in higher customer satisfaction savings $2.6MM annually in lower operating expenses for the live chat channel.
- Built collaborative relationships that improved Natural Language Understanding by 20% . Partnered with colleagues from voice channels to define improvement and tracking process leading to improved intent capture; from 70% to >90% intent capture. Reduced rephrase user message from 20% to
- Conduct competitive analysis to understand the emerging trends for Customer Support to identify new opportunities. Developed a product strategy in line with Citi's contact center goals and it's 35MM digital customers.
Digital Product Manager
Citibank
08.2016 - 04.2021
- Created enterprise-wide Mobile App marketing strategy resulting in $3.7 incremental revenue: owned marketing to existing customers in Citi Mobile apps including launching campaigns, campaign optimization, A/B testing, and enhancing platform capabilities thru Agile scrum team
- Spearheaded auto account linking program eliminating 90M calls annually. Led the creation of auto linking and single- click linking design and stewarded thru partner approvals making it easier than ever for 5.6MM multiaccount customers to manage their Citi accounts reducing nearly 90,000 phone calls annually resulting in annual operational saves of $500,000
- Led True Name program launch: responsible for new product development from concept to launch. Partnered with Global Public Affairs to launch multiple national advertisements empowering Citi's customers to go by their True Name
- Drive product lifecycle from requirement definitions, research, metrics analysis, technical specifications, development, testing KPIs and other launch efforts.
Education Volunteer
Peace Corps
01.2012 - 04.2014
- Taught English as a Foreign Language : Assisted teachers with supervision and care of group of 500 children in an Islamic High School.
- Wrote Grants for Clean Water projects : wrote grants to an NGO and partnered with local healthcare officials to provide clean water for 1,500 students at a local boarding school.
Education
MBA - Product Management
University of Iowa
Iowa City, IA05.2016
Bachelor of Science - Marketing
University of Missouri - Columbia
Columbia, MO05.2010
Skills
- Agile and Scrum Methodology
- Product requirements
- User experience
- Market Analysis
- Consumer Research
- Critical Thinking
- Data Analytics
- User Experience Optimization
- Roadmap Development
- Product Development
- Strategic Planning
- Vendor Management
Timeline
Group Product Manager – Conversational AI
Citibank
04.2021 - Current
Digital Product Manager
Citibank
08.2016 - 04.2021
Education Volunteer
Peace Corps
01.2012 - 04.2014
MBA - Product Management
University of Iowa
Bachelor of Science - Marketing
University of Missouri - Columbia
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