Stephanie Aboona
Sterling Heights
Summary
Digital banking product manager specializing in product strategy, user feedback analysis, and cross-functional collaboration. Demonstrated success in enhancing customer experiences and driving impactful product initiatives. Expertise in leveraging data to inform product decisions and optimize user engagement.
Overview
19
19
years of professional experience
Work History
Digital Banking Product Manager
Comerica Bank
Auburn Hills, MI
04.2019 - Current
- Led product development initiatives for banking solutions, enhancing customer experience through targeted enhancements.
- Collaborated with cross-functional teams to define product requirements and features.
- Conducted market research and competitive analysis to inform product strategy decisions.
- Facilitated stakeholder meetings to gather feedback and refine product offerings based on user insights.
- Developed and maintained product roadmaps to communicate vision and priorities.
- Analyzed user feedback to enhance functionality and address customer needs.
- Drove and Increased revenue by enhancing functionality of products.
- Coordinated testing efforts to verify quality and usability of new features.
- Communicated progress updates to senior leadership, ensuring alignment on product vision and priorities.
Customer Service Call Center Supervisor
Comerica Bank
Auburn Hills, Michigan
04.2013 - 04.2019
- Supervised daily operations of customer service call center team to maintain high standards.
- Monitored call quality, ensuring adherence to company policies and enhancing customer satisfaction.
- Developed training materials and plans to enhance employee performance and knowledge.
- Conducted regular performance reviews, delivering constructive feedback and coaching to improve individual and team outcomes.
- Resolved escalated customer issues through effective communication strategies.
- Implemented process improvements that streamlined call center workflows, enhancing overall operational efficiency.
- Collaborated with management to align team objectives with corporate goals.
- Facilitated team meetings to address common challenges faced by the call center.
Call Center Team Lead
Comerica Bank
Auburn Hills, Michigan
01.2012 - 04.2013
- Guided a team of agents to deliver exceptional customer service consistently.
- Trained new team members on call handling procedures and operational systems, enhancing onboarding effectiveness.
- Monitored call quality to ensure adherence to company standards.
- Developed training materials for continuous employee education, improving knowledge retention.
- Facilitated team meetings to review performance metrics and address issues, fostering team collaboration.
- Collaborated with management to implement process enhancements.
- Resolved escalated customer issues effectively and efficiently.
Call Center Customer Service Representative
Comerica Bank
Auburn Hills, Michigan
10.2011 - 01.2012
- Delivered exceptional customer service to resolve inquiries and issues efficiently.
- Handled escalated calls with professionalism and maintained composure under pressure to resolve issues.
- Educated customers on account features, services, and promotional offers to enhance their understanding and usage.
- Collaborated with team members to improve service delivery and increase customer satisfaction.
- Utilized banking software for accurate transaction processing and account access.
- Documented call details and interactions systematically in the database.
- Assisted in training new staff on customer care procedures and best practices.
- Participated in team meetings to discuss challenges and develop solutions collaboratively.
Teller
Bank of America
Sterling Heights, MI
05.2010 - 09.2011
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Assisted clients with account inquiries, providing exceptional service and fostering positive relationships.
- Managed cash drawer, balancing funds daily to maintain accuracy in financial operations.
- Trained new tellers on operational procedures and customer service standards, enhancing team productivity.
- Identified opportunities for process improvements, streamlining transaction workflows to enhance efficiency.
- Resolved customer issues promptly, utilizing problem-solving skills to ensure client satisfaction and retention.
- Monitored compliance with security protocols during cash handling to mitigate risks and protect assets.
Lead Teller Supervisor
TCF Bank
Washington, MI
12.2006 - 05.2010
- Oversaw daily branch operations, ensuring compliance with policies and procedures.
- Trained and mentored staff on customer service excellence and cash handling protocols.
- Managed cash flow, balancing registers to maintain optimal inventory levels.
- Developed and implemented process improvements to enhance transaction efficiency.
- Resolved customer inquiries and complaints, fostering a positive banking experience.
- Collaborated with management to create strategies for achieving sales goals.
- Analyzed transaction data to identify trends and recommend solutions for operational challenges.
- Ensured adherence to security measures, minimizing risk of loss or fraud incidents.
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
Education
MBA - Business Management
Walsh College
Troy, MI04-2017
Bachelor of Arts - Psychology
Oakland University
Auburn Hills04-2012
Skills
- Product development strategy
- Customer satisfaction enhancement
- Operational enhancement
- Task prioritization
- Team leadership
- Problem solving
- Market analysis
- Regulatory adherence
- Collaborative teamwork
- Stakeholder engagement strategies
- Clear communication
- Training development
- Performance metric tracking
- Product lifecycle management
Languages
Arabic
Chaldean
Timeline
Digital Banking Product Manager
Comerica Bank
04.2019 - Current
Customer Service Call Center Supervisor
Comerica Bank
04.2013 - 04.2019
Call Center Team Lead
Comerica Bank
01.2012 - 04.2013
Call Center Customer Service Representative
Comerica Bank
10.2011 - 01.2012
Teller
Bank of America
05.2010 - 09.2011
Lead Teller Supervisor
TCF Bank
12.2006 - 05.2010
Bachelor of Arts - Psychology
Oakland University
MBA - Business Management
Walsh College