Christopher Townsend
Franklinton,NC
Summary
Dedicated Product Management professional who is adept at deconstructing and planning stories in order to promote improvements to product design and implementation. Excellent relationship-building, organizational and project management skills with a focus on overcoming technical challenges and implementing successful resolutions. Thrives at the opportunity to work under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Product Owner
IBM
02.2021 - 06.2023
- Spearheaded the cross-training of 25 individuals which led to a decrease in application defect fix time by 30% also reducing production release time 35% within 6 months in role
- Successfully drove product strategy and met 92% of feature deadlines by proactively identifying and resolving roadblocks
- Developed a data-driven project culture by building metric dashboards for clients and executives around development and product life cycles, leading to data-driven decision-making
- Oversaw alignment of product vision and client needs by collaborating with stakeholders to create user stories and acceptance criteria, leading to a 20% increase in satisfaction
- Orchestrated user acceptance testing between releases for 21+ stakeholders for more thorough application testing, leading to an 17% reduction in defects upon releases.
- Enhanced product usability by conducting user research and incorporating feedback into development.
- Established a User Experience Council which assisted with an increase in user satisfaction by 21% within 1 year in role
Business Analyst
IBM
09.2019 - 02.2021
- Analyzed and identified critical issues and gaps to improve business processes including project sprints, leading a major project to advance speed of deliverables by 20%
- Overhauled user acceptance testing for 21+ stakeholders while ensuring new software features met business needs and enhancing engagement by 14%
- Executed the prioritization and management of product backlog for delivery, ensuring alignment with product roadmap and meeting 92% of feature deadlines in 3 months.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Reduced application defects by 28% through thorough root cause analysis measures put into place
Business Analyst Intern
IBM
05.2019 - 09.2019
- Gathered and wrote requirements and, while doing so, received 100% positive feedback for alignment to client goals in 2 months of being an intern
- Facilitated effective communication between stakeholders and cross-functional teams, ensuring all parties were informed of updates and progress throughout the project's life-cycle
- Conducted playbacks/demos and specialized training for over 12 stakeholders while also providing technical support and training them on new feature implementations and defect fixes.
Multi-Branch Senior Relationship Manager
Capital One
08.2014 - 09.2019
- Led 4 different teams and customer relationships for 4 branches, coaching and developing 16 Branch Ambassadors to achieve 1/1 KPIs for 2016 and 2017 from 1/5 KPIs(2015)
- Oversaw branch operations to achieve audit inspection scores of 98.9% (2016) and 100% (2017)
- Increased portfolio growth by effectively identifying new business opportunities through market research and networking.
Personal Banker
Bank Of America
06.2013 - 08.2014
- Managed a portfolio of 200+ clients in which he leveraged consultative sales techniques to identify banking needs based on a client's short/long term financial goals
- Streamlined daily operations and trained other staff on operational controls including; legal, corporate, and regulatory procedures, leading to an audit score of 99.8% for 2014.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
Relationship Banker
Capital One
10.2011 - 06.2013
- Managed branch staff of 13 employees in absence of Branch Manager for overseeing sales, operational, and HR related changes
- Strengthened client relationships by providing personalized banking solutions and excellent customer service.
- Expanded client base through effective networking and referral generation, leading to being #1 Relationship Banker overall in the district for 2012 out of 46 bankers.
Education
Bachelor of Science - Information Systems Management
University Of Maryland Global Campus
Adelphi, MD05.2020
Skills
- Backlog Management
- Data Analysis
- Digital Products
- Product Roadmap
- Project Management
- Business Requirements Elicitation
- Root Cause Analysis
- Use Case Studies
- User Acceptance Testing
- User Experience
- User Stories/Story Planning
- Communication
- Critical Thinking
- Cross-Functional Leadership
- Negotiation
- Prioritization
- Strategic Problem Solving
- Process Improvement
- Risk Assessments
- Stakeholder Relationship Management
- Strategic Planning
- Agile Frameworks
Certification
- Professional Scrum Product Owner (PSPO), Scrum.org
- Entry Level Certification in Business Analysis (ECBA), IIBA
Timeline
Product Owner
IBM
02.2021 - 06.2023
Business Analyst
IBM
09.2019 - 02.2021
Business Analyst Intern
IBM
05.2019 - 09.2019
Multi-Branch Senior Relationship Manager
Capital One
08.2014 - 09.2019
Personal Banker
Bank Of America
06.2013 - 08.2014
Relationship Banker
Capital One
10.2011 - 06.2013
Bachelor of Science - Information Systems Management
University Of Maryland Global Campus
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