ERIK FRANK BERNAL
Gilbert,AZ
Summary
Strategic Product Owner with a proven impact on Fraud & Claims IVR, successfully ramping up voice ID authentication and reducing fraudulent call penetration. Expertise in managing product lifecycles and delivering customer-centric solutions, driving transparency, and aligning cross-functional teams to enhance security and customer experiences.
Overview
20
20
years of professional experience
Work History
Sr. Product Owner
JPMorgan Chase
Tempe, USA
01.2018 - 06.2026
- Led Voice ID authentication ramp-up across multiple Chase IVRs, increasing authentication success while reducing fraudulent caller penetration.
- Owned Fraud & Claims IVR product strategy, identifying process gaps and delivering improvements aligned to business needs.
- Directed migration from traditional touch-tone IVRs to AI chat assistant using predictive intent and machine learning, streamlining user experience.
- Enhanced caller identification and authentication across Retail, Fraud, and Claims, strengthening security and elevating customer experience.
- Worked cross‑functionally with engineering, architecture, UX team, and business teams to maintain a healthy backlog, shape scope, lead sprint planning, and organize release sequencing and MVPs.
- Managed product lifecycle activities including roadmap ownership, OKR prioritization, measurable outcomes, and delivery risk mitigation.
- Supported end-to-end change delivery: discovery sessions, UX collaboration, customer impact analysis, UAT, production releases, and post-release analytics.
- Resolved product delivery issues through cross-functional problem-solving and proactive risk identification.
- Owned and updated evergreen SOPs and job aids to keep workflows aligned, reduce ambiguity, and reinforce a culture of continuous improvement across delivery teams.
- Strong command of Agile ceremonies—driving effective stand‑ups, sprint planning, retrospectives, and backlog refinement to keep teams aligned and delivering value.
- Developed product strategy and roadmap to ensure customer needs were met.
Business Operations Analyst
Chase Merchant Services
Tempe, USA
01.2006 - 01.2018
- Managed IVR/PBX operations, implemented process flow updates, and created documentation and job aids to enhance operational efficiency.
- Assisted merchants with payment terminal configuration and troubleshooting, ensuring seamless POS equipment functionality.
- Designed and improved POS and payment processing solutions; provided technical support for seamless transaction processing.
- Authored technical and non-technical content in Moxie and eGain; communicated product change alerts.
- Functioned as SharePoint Administrator, streamlined content management and improved operational workflows.
- Facilitated adherence to PCI and PI standards to enhance security measures. and internal security collaboration with control partners.
- Conducted comprehensive troubleshooting for customer terminal issues to restore service. for customer terminal issues.
Education
AA - General Arts
Chandler-Gilbert Community College
Chandler, AZSkills
- Backlog management
- Roadmap development
- Release planning
- Product planning
- User story creation
- Requirements gathering
- User acceptance testing
- Business analysis
- Scrum methodology
- Agile methodologies
- Waterfall methodologies
- Risk management
- Decision-making
- Quality assurance
- Problem identification
- Cross-functional collaboration
- Stakeholder management
- Key relationship development
- Project management
- Operational controls
- Regulatory adherence
- Process flow mapping
- Jira
- Jira Align
- Confluence
- SharePoint
- Microsoft 365
- Figma
- Visio
- Lucid
- Web development tools
- HTML
- CSS
- EGain
- PeopleSoft
- Tableau
- Excellent communication
- Professionalism
- Microsoft 365
Timeline
Sr. Product Owner
JPMorgan Chase
01.2018 - 06.2026
Business Operations Analyst
Chase Merchant Services
01.2006 - 01.2018
AA - General Arts
Chandler-Gilbert Community College