Christopher Smith
Product Manager
Louisville,KY
Summary
Diligent Product Manager offering 4 years of success in product roadmap development, market research and data analysis. Highly skilled in identifying opportunities to maximize revenue. Driven and strategic with proven history of superior POS and Payments knowledge. Certified by the scrum alliance in Product Management. I excel in high-tempo environment with a background in technical support and process management.
Overview
4
4
years of professional experience
3
3
Certificates
Work History
Product Manager
Heartland Payment Systems
Louisville, KY
07.2020 - Current
- Established criteria for each milestone within product roadmap as means to measure developmental progress.
- Conceptualized and deployed enhanced product features.
- Collected customer requirements, directed testing and conducted continuous evaluations to make proactive adjustments to marketing approaches.
- Collaborated with sales, marketing and support teams to launch products on time and within budget.
- Consulted with product development teams to enhance products based on customer interest data.
- Evangelized for managed products at various trade shows and industry events, communicating effectively with potential clients.
Business Analyst
Heartland Payment Systems
Louisville, KY
04.2019 - 07.2020
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Improved business direction by prioritizing customers and implementing changes based on collected feedback.
- Improved processes within collections and rigorously tested test and learn strategies throughout collections processes.
Manager Technical Support
Heartland Payment Systems
Louisville, KY
02.2018 - 04.2019
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for in-bound call center.
- Developed and implemented training initiatives for new hires.
- Monitored shift changes to uphold successful operations strategies and maximize business success.
- Established and maintained long-range plans for quality assurance.
- Optimized processes and supervised 50+ employees.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Continuously encouraged employees within Support department to present positive, exemplary image to customers through Honest Communication and Knowledge.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Skills
Product Roadmaps
Certification
Certified Scrum Product Owner (CSPO)
Accomplishments
Circle of Excellence 2017, Heartland Hero 2017, Trailblazer 2016
Timeline
Certified Scrum Product Owner (CSPO)
11-2021
ICAgile Certified Professional - Agile Product Ownership (ICP-APO)
09-2020
Product Manager
Heartland Payment Systems
07.2020 - Current
ICAgile Certified Professional (ICP) Certification
05-2020
Business Analyst
Heartland Payment Systems
04.2019 - 07.2020
Manager Technical Support
Heartland Payment Systems
02.2018 - 04.2019
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