Gina Juergens
Omaha,NE
Summary
Dedicated and highly driven Product Manager with extensive experience in the banking industry in both customer service roles and technology roles. Prefers working in challenging and fast-paced environments. Enjoys collaboration, and maintains a positive, empathetic attitude towards others. Loves problem solving, and implementing solutions that make a difference.
Overview
14
14
years of professional experience
Work History
Product Manager, Bend by FNBO
FNBO
01.2023 - Current
- Launched multiple successful customer service tool enhancements, including an overall tool redesign, by conducting a thorough investigation of customer needs.
- Led a cross-functional team to deliver high-quality products and product enhancements in accordance with the product roadmap.
- Optimized product performance with continuous improvement initiatives.
- Managed stakeholder expectations effectively throughout the entire product development process.
- Documented user stories, specifications, and product features to communicate across teams and build mandatory requirements.
- Maintained positive vendor and partner relations to build strong partnerships.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Thrived in fast-paced start-up environment to develop and prioritize product features and build a product roadmap.
Director, Technology, Program Analysis
FNBO
06.2019 - 01.2023
- Partnered with an agile cross-functional team including developers and testers to assist in reaching the goals set forth for the team.
- Assisted teams that worked on the credit card authorization system, fraud systems, and customer servicing tools.
- Created the backlog and ensured the readiness of epics and user stories for consumption by the team for completion.
- Worked in partnership with the business unit and other stakeholders to ensure that all requirements were captured for MVP and future enhancements.
- Facilitated cross-functional collaboration for improved decision-making processes within the technology division.
- Created roadmaps for the team to ensure that that right work was being completed at the right time.
- Communicated release notes to all stakeholders and interested parties.
Sr. Systems Analyst/QA Tester
FNBO
10.2013 - 06.2019
- Worked with agile delivery teams supporting the credit card mainframe environment, and customer service tools.
- Conducted thorough requirements analysis to accurately define project scope and deliverables for multiple stakeholders.
- Collaborated with cross-functional teams to develop innovative solutions for complex problems.
- Reduced downtime for critical systems through proactive monitoring and timely troubleshooting.
- Wrote test scripts and completed thorough testing of user stories with supporting documentation.
- Completed the preparation and the presentation of the team's sprint demo.
Customer Care Manager
FNBO
06.2010 - 10.2013
- Coached and developed a team of 15-20 Customer Care Agents, completing coaching sessions, team meetings, and quality assurance evaluations.
- Mentored new hires, fostering growth and professional development within the team.
- Conducted regular performance evaluations for continuous improvement and employee growth opportunities.
- Assisted in the training of the new hires.
Education
Bachelor of Science - Biology
Creighton
UniversitySkills
- Product Development
- Project Management
- Critical Thinking
- Strategic Planning
- Gathering Requirements
- Attention to Detail
- Technical Support
- Stakeholder Relations
- UI Improvements
- Acceptance Criteria
- Product LifeCycle Management
Timeline
Product Manager, Bend by FNBO
FNBO
01.2023 - Current
Director, Technology, Program Analysis
FNBO
06.2019 - 01.2023
Sr. Systems Analyst/QA Tester
FNBO
10.2013 - 06.2019
Customer Care Manager
FNBO
06.2010 - 10.2013
Bachelor of Science - Biology
Creighton
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