Abel George Mathew
Product Owner
Bengaluru
Summary
Product Management Professional with a proven track record of achieving company objectives through systematic and structured approaches. Known for prioritizing the consumer experience while adeptly balancing the needs of business stakeholders, ensuring seamless communication from ideation through to successful product launch. Possesses technical expertise and business acumen, complemented by essential soft skills crucial for driving product excellence.
Overview
6
6
years of professional experience
Work History
Product Owner, Salesforce
Kaplan
3 2023 - Current
- Managed lifecycle initiatives for the product, from ideation (discovery) through post-launch support, ensuring consistent quality in place.
- Worked closely with development and quality teams, leveraging my technical knowledge to build a platform tailored for our internal business users.
- Utilized customer feedback to drive continuous improvements in functionality of the product.
- Boosted customer base penetration using creative promotional strategies that resulted in average revenue generated per user.
- Collaborated with Analytics team to predict enrollment trends and develop strategies that support marketing efforts, aimed at increasing enrollments and boosting revenue.
Operations Coordinator
Kaplan
10.2021 - 02.2023
- Prioritized, managed, and allocated client fulfillment requests which resulted in delivery of exceptional value to our clientele in North American region.
- Developed Standard Operating procedures as user and training document for seamless operations which resulted in increase in time efficiency of the internal stakeholders.
- Identified system flaws in communication processes and optimized it by transforming 5-6 number of manual processes into workflow automation which reduced the effort of 1FTE (Full time employee).
Operations Analyst
First Advantage
12.2019 - 10.2021
- Effectively communicated and managed multiple stakeholders involved in verification information gathering and delivery for clients in Australia and New Zealand.
- Identified inefficiencies in work processes, conducted a Time and Motion Study (TMS) of the team, and reduced the time each team member spent from 45-50 minutes to 15-20 minutes.
- Led team of 3 to assist in the building of a pilot process in the Bengaluru region which resulted in generating $2M+ Annual Revenue for the product.
Executive
Aegis (Startek)
11.2018 - 09.2019
- Worked towards Conflict resolution between customers and other stakeholders in challenging average handling time of 10 minutes which resulted in decreasing Customer call repeat (CCR) rate from 7% to less than 5%.
- Interacted with customers in Asian Pacific nations regarding Airline Ticketing support, resulted in boosting team's Customer Satisfaction score from 87% to 93%.
- Also, helped stabilize metrics like First Call Resolution (FCR), Average Handling Time (AHT), and Customer Call Repeat (CCR).
Education
Master of Business Administration -
Purdue University Global
Indiana, United States 04.2001 -
Bachelor of Engineering -
MVJ College of Engineering
Bengaluru, India 04.2001 -
Skills
Product Management: User & Competitor research, Business Analysis, Roadmapping, Problem Solving
Technical Skills: API Integration, Understanding of Front end technology vs Backend technology, Software development framework
Project Management: Scrum, JIRA, Confluence
Soft skills: Proficient in English, Effectively Articulates Intent and questions the current state, Time Management, Leadership
Timeline
Operations Coordinator
Kaplan
10.2021 - 02.2023
Operations Analyst
First Advantage
12.2019 - 10.2021
Executive
Aegis (Startek)
11.2018 - 09.2019
Master of Business Administration -
Purdue University Global
04.2001 -
Bachelor of Engineering -
MVJ College of Engineering
04.2001 -
Product Owner, Salesforce
Kaplan
3 2023 - Current
Similar Profiles
Matthias HamakerMatthias Hamaker
Analyst at KaplanAnalyst at Kaplan
Alexis TippingAlexis Tipping
Kaplan Remote Student Brand Ambassador at KaplanKaplan Remote Student Brand Ambassador at Kaplan
Jammie T. DinkinsJammie T. Dinkins
CDL Class A Driver at KaplanCDL Class A Driver at Kaplan