Summary
Overview
Work History
Education
Skills
Timeline
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HEATHER L. BERNIER

Rochester,MI

Summary

Professional Digital Product Manager experience in online services, customer experience, process improvement, marketing and financial analysis with a goal of streamlining business operations and reducing costs. Digital results driven achiever that interfaced with multi line of business involvement and on-time product implementations. Detail orientated manager transitioned a late pay company to net 30 while cutting costs and saving money by utilizing strong financial analysis and strategic thinking. Dedicated to complete knowledge of company products, services and offerings for optimized customer service and experience.

Overview

28
28
years of professional experience

Work History

Executive Assistant & Office Manager

Design Services Unlimited, Inc
10.2023 - 01.2025
  • Provided direct support to Owner of company by overseeing all administrative and organization duties for manufacturing company
  • Set up, handled and implemented Paychex payroll company and maintained strict adherence to deadlines for timely payments
  • Managed Quickbooks, streamlined mappings set up vendors and customers for ACH payments
  • Handled and processed all sensitive HR information with discretion and tact and set up onboarding tasks for new employees
  • Implemented RealTrac job costing software and integrated with Quickbooks
  • Managed all Accounts Payables, Receivables and budget for company and provided detailed expenditure reports to facilitate financial decisions with the Owner
  • Developed strong relationships with vendors leading to improved contract terms resulting in cost savings for the company
  • Moved company from greater then 90 days payables to net 30
  • Assembled and provided tax related documents to CPA for numerous year returns
  • Updated and maintained company website for accuracy and content
  • Supported executives in decision-making processes by conducting research and presenting findings in clear formats
  • Served as POC for technical issues, ISO 9001 workings and Cyber Security implementation
  • Executed, managed and approved purchase orders for office inventory, materials, parts and machines
  • Developed and implemented company policies, filing systems and document management procedures, contributing to a more organized work environment

Digital Product Manager and Owner

Ally Bank
07.2009 - 10.2023
  • Developed product vision, defined roadmap features and capabilities and drove initiative from inception through development and delivery
  • Spearheaded adoption of agile methodologies, increasing project flexibility and team productivity
  • Define, track and report out on key product metrics to measure success or identify need for improvement
  • Oversee and manage prioritization of product backlog to increase business revenue and customer experience
  • Leveraged UX designs/customer feedback/analytics to drive decisions to streamline digital product features and optimize interface design
  • Collaborated with stakeholders to define product requirements, ensuring alignment with business objectives.
  • Fostered a culture of collaboration among scrum team members, promoting open communication and shared ownership of project outcomes including cross-functional teams
  • Coordinated with social media partners to advise customers (and employees) of forthcoming implementations and monitored open and click-thru rates
  • Led and guided agile teams through grooming, refinements, planning, testing, implementation and retros while gathering feedback for future product iterations
  • Sustained leadership through leadership transitions, new design methodologies, platform and backend changes and Covid pandemic
  • Championed active customer feedback, participated in focus groups and conducted customer and market research for product improvement and growth
  • Collaborated with architecture engineers and developers, UI designs, QA testing and formal launches
  • Aligned and engaged stakeholders to see holistic vision of initiative(s) and participated in portfolio planning activities
  • Participated in triaging production bugs and malfunctions, adjusting development milestones and release schedules accordingly
  • Launched successful mobile application by managing end-to-end development processes, from ideation through post-launch support
  • Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed
  • Reported issues to higher management with great detail

AVP, Process Design Consultant & Project Analyst

Bank of America
04.2008 - 04.2009
  • Coordinated consultative and strategic cost savings analysis to executive customer experience enhancements
  • Established and implemented policies and procedures that improved operational efficiency and process improvement within the organization
  • Implemented innovative programs to increase employee loyalty and reduce turnover
  • Conducted branch visits to ensure adherence to design specifications, addressing any issues promptly for seamless project execution
  • Managed multiple concurrent projects while meeting strict deadlines and maintaining attention to detail
  • Developed Business cases and Cost/Benefit analysis for support experience enhancements and obtaining approval
  • Streamlined communication to cross-functional channels between departments, facilitating better collaboration on projects across the organization
  • Analyzed feedback from customers and employees to refine designs or procedural changes for the organization
  • Prepared and delivered detailed follow up reports of progress and performance from implemented changes
  • Maintained compliance with industry regulations by implementing risk mitigation measures and maintaining accurate documentation.
  • Cultivated and strengthened lasting bank relationships using strong issue resolution and dynamic communication skills


Officer, Assistant Branch Manager & Senior Business Analyst

ABN AMRO/LaSalle Bank/Standard Federal Bank
05.1997 - 04.2008
  • Developed business relationships with current and potential customers
  • Managed 11 associates and their respective productivity and performance, issuing action plans when necessary
  • Mentored staff employees, helping them develop their skills and advance in their careers.
  • Assisted customers and employees with resolving banking issues
  • Oversaw, monitored and completed daily branch and marketing activities, quickly identifying improvements and to maintain operational excellence
  • Processed loan applications from application to closing along with branch functions
  • Performed numerous marketing and demographic studies for bank presentations
  • Improved team morale and performance in weekly staff meeting with consistent feedback and recognition of achievements
  • Managed protocols for handling sensitive information, ensuring confidentiality and compliance with legal standards

Education

Bachelor of Arts - Marketing

Michigan State University Eli Broad College of Business
East Lansing, MI

Skills

  • Microsoft Office Suite
  • QuickBooks
  • Interpersonal Communication
  • Google Workplace
  • Financial Analysis
  • Time Management
  • Jira
  • Management Skills

Timeline

Executive Assistant & Office Manager

Design Services Unlimited, Inc
10.2023 - 01.2025

Digital Product Manager and Owner

Ally Bank
07.2009 - 10.2023

AVP, Process Design Consultant & Project Analyst

Bank of America
04.2008 - 04.2009

Officer, Assistant Branch Manager & Senior Business Analyst

ABN AMRO/LaSalle Bank/Standard Federal Bank
05.1997 - 04.2008

Bachelor of Arts - Marketing

Michigan State University Eli Broad College of Business

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HEATHER L. BERNIER