1. Jeannette Martin
2057 Forest Haven Drive, Conroe Texas
gpmhgm@yahoo.com 818.292.0591
QUALIFICATION SUMMARY
 Proven professional with expertise in:
Product Management Cross functional teams
Product Development Project Management
Customer Service Vendor Management
Training Web Design
Banking/Financial Management Mortgage systems
Mortgage escalations Online Technologies
Quality testing Quality Review
 Demonstrated success in leading product strategy and execution to drive business growth.
 Exemplary cross-functional collaboration, communication and influencing skills.
 Strong understanding of web technologies, SDLC (waterfall and agile) and large scale enterprise-wide implementations,
specializing in online solutions.
Technical Skills
MSProject, Visio, Pivotal, Apropos, Seibel, MS-Office Suite, Windows, Quickbase, Remedy CR, Outlook, iSeries,
HomeSaver/HomeBase, LEAN, BOSS, Interact.
EXPERIENCE
Bank of America
Operations Quality Analyst 2012 – 2016 (Remote employee)
Operations Consultant –Executive Mortgage Relations 2011 – 2012
 Created business requirement and SOP documents as needed.
 Responsible for end to end quality review of complex systemproblems.
 Responsible for identification of potentialbrand/company risk.
 Responsible for theday-to-day resolution of complex problems and theexecution of complex transactions
for Mortgage Servicing business unit systems.
 Participated in thedesign, development and implementation of procedures, systems and services in an
operations environment.
 Responsible for in-depth understanding of thebusiness unit's operations processes and implications on
other groups within the operations function and other divisions within thecompany.
 Responsible for researching complex, escalated internal requirements, managing a case load of escalated
files, and meeting/managing to deadlines on the cases that are assigned.
 Document creation, including but not limited to business requirements, power point presentations as well
as regulatory updates and creation of excel files used to document actions taken on case files.
Intuit / Digital Insight (Acquired by Intuit 2005)
2001 – 2011
Consumer Banking Product Manager
 Drove revenue and growth through theidentification and successful implementation of new offering &
market opportunities, applyingbusiness model and technology innovations to uniquely address consumer
and small-business needs.
 Contributed to growth of user base from 4 million to over 10 million end users.
 Responsible for Core product offering including but not limited to profitability, creation and tracking of
business plans including project scopeand ever changing business requirement management.
 Responsible for knowing financial institutions’ business, profit drivers and key objectives for 1800
financial institution clients.
 Worked with Engineering, QA and Configuration Management leaders to drive development roadmap and
execution.
 Managed vendor relationships, negotiated contracts, monitored adherence to service level agreements.
 Conducted and utilized end user research, to gain a deep understanding of customer needs.
 Created delightful product and customer experiences for end users and financial institution customers.
 Managed detailed product requirements from business case through launch.
 Acted as product driver for releases with ownership of the end-to-end product deliverable.
 Translated complex business and technical processes into easy-to-understand plain English.
 Created promotions, incentives and training to encourage sales and end user adoption.
 Met theprofitability targets for the product and/or managed cost and return on projects.

2.  Partnered with Marketing in leading marketing strategy to drive optimalbusiness results, including
customer segmentation, product positioning, messaging, demand creation, acquisition, retention and cross
& up sell.
 Prepared and presented sessions/presentations at theAnnual Client Conference.
Consumer Banking Sr. Business Analyst
 Responsible for gathering internal as well as customer requirements through design meetings and focus groups.
 Worked with Engineers and Quality Assurance teams to ensure delivery of quality releases and products.
 Responsible for understanding, evaluating and documenting user interface requirements and technical
specifications.
 Created business requirement documents as needed.
 Generated beta test plan and documentation.
 Conducted training sessions for new feature functionality.
 Coordinated team meetings throughout life of a project.
 Integral driver of the softwaredevelopment life cycle methodology. (Waterfall and Agile methodologies)
 Effectively determined, identified and documented project obstacles, setbacks and scopechanges.
 Provided presentations, demonstrations, and training materials as necessary to both internal and external
audiences.
 Interfaced with business partners, relationship managers and vendors with questions regarding products.
 Daily product supportfor internal and external customers.
 Built internal and external communications plans for releases.
Service and Support Specialist / Team Leader
 Responsible for providing analysis and resolution of complex issues concerning products and services offered to
Digital Insight's financial industry customers.
 Served as the contact point for our clients via voice and e-mail interactions.
 Responsible for resolving and documenting product issues and resolution into an interaction tracking system.
 Diagnosed, troubleshoot and resolved product softwareissues including; browsers issues, links, system
configurations, networking, access, third-party vendor products and telecommunications carriers.
 Received voice and e-mail interactions via Apropos tooland initiated outbound communications with statuses
of open incidents.
 Communicated updates to customers in accordance with established service level standards.
 Developed documentation and processes to improve product support and client experience.
 Responsible for project-based assignments.
 Trained other Support teammembers.
 Coordinated efforts with Relationship managers on client issues.
XP Systems (FISERV XP)
Customer Care representative
1999 – 2001
 Provided first line support, viatelephoneand email, to credit union staff for resolution of problems related to all
company programs.
 Supported areas such as (but not limited to) general FOCUS systemrelated questions, basic RISC server
operations, interest accruals, tax reporting, share and share drafts, member services, accounting, Member
Telephone Services, IRA accounts, ACH/EFT processing and dividends.
 Served as the primary on-call representative during non-business hours (nights, weekends and holidays as
needed) and participated in extended support hours offered during month end processing.
 Worked independently to decide the best and most efficient solution to get thecredit union operational,
including procedural changes as necessary.
 Dialed into credit union core system;corrected problems such as corrections to job stream or systemoptions,
run jobs, transmitted new or corrected programs.
Simi Valley Bank / First Western Bank
1997 – 1999
 Teller associate.
 Merchant Services Representative.
 Branch Services Associate.
 Assisted Customers with Financial needs.
 Responsible for Accounting / Daily Balance requirements.
 Selling of Financial Institution Products.
ADDITIONAL
Proficient in bankingregulations, guidance andrequirements as set by the FDIC, NCUA andFFIEC
Coordinatedmanycompanycharityevents includingcharitygolf tournaments
REFERENCESAVAILABLE UPONREQUEST