Frank Okoro Email and Phone Number

-Led the integration and launch of the payment solution feature which served as an alternative for users who did not want to deposit into wallets, and rather make payment via their own bank account.-Track and analysed product metrics in order to draft a compelling product strategy and vision in accordance with the goals of the organisation and market trends. 
-Led the development of the B2B (VEEL) Vendor system product.-Led and launched the integration of multiple payout payment providers for the Nigerian and Ghanaian users-Worked closely with important stakeholders, including cross-functional teams, executives, and customers. Stakeholder satisfaction increased by 20% as a result of gathering requirements, understanding their needs, and incorporating comments into product design.-Ensured a smooth workflow and on-time delivery by leading agile product development procedures that include user story generation, backlog refining, sprint planning, and release management.
-Monitored market trends and competitor performance in order to develop strategies to cover gaps within our product.-Successfully collaborated with development teams to ensure the timely delivery of features, adherence to quality standards, and a 90% release stability record.
-Developed user stories, process flow, ACTs for designated features on both vendor system and glover core products on the backlog-After the full release of the vendor system, translated customer feedback into prioritised product/feature requirements for an updated release.

-Led regular stakeholder handshake meetings, obtaining a 80% agreement rate on project milestones and objectives.-Oversaw the development and upkeep of post-development documentation, making sure that all knowledge-based resources were accurate and relevant to date.
-Oversaw the launch for an MVP B2B Vendor system (VEEL)
-Monitored the Backlog and sprint cycle for the VEEL B2B product-Actively participated in scrum and user sprint story generation, which reduced the cycle time for developing features
-Resolved all issues escalated by the payment, operations and relations team within the stipulated SLA.-Owned and improved the team service desk, reducing the average time to resolve an issue from 72 hours to 48 hours.-Detected and quickly communicated high-priority issues/requests, helping to reduce the time it takes to respond to urgent issues by 15%, and recorded them in the backlog for tracking.

-Monitored the Backlog and sprint cycle for the VEEL B2B product, demonstrating proficiency in agile project management and continuous improvement. iterative development processes. -Actively participated in scrum and user sprint story generation, contributing to a reduction in the cycle time for developing features.-Resolved all issues escalated by the payment, operations, and relations team within the stipulated SLA. Exhibited a proactive approach to issue resolution and adherence to service level agreements. -Owned and improved the team service desk, achieving a noteworthy reduction in the average time to resolve an issue from 72 hours to 48 hours. Demonstrated commitment to enhancing operational efficiency and customer satisfaction.

-Collaborated with the Senior PM to devise comprehensive roadmaps for two distinct products within an agile framework, resulting in a 20% improvement in project alignment and on-time delivery.-Authored a precise Product Requirements Document (PRD) for the impending product implementation, contributing to a 90% alignment between development efforts and product goals.-Actively participated in daily sprint meetings, ensuring project progression. Conducted task reviews, maintaining a 100% adherence to project timelines.-Provided clear vision and feedback-driven guidance to engineers, designers, and content writers, fostering effective collaboration and delivering products that catered to customer needs.-Researched and formulated user stories to enhance product functionality, contributing to a 30% boost in user satisfaction scores.

- Manage a team from up to 6 to 9 people per shift- Provide resolution to team members who escalate complaints from customers they cannot handle- Handle and effect refunds through automatic deductions for flagged customers- Deal with all customer issues as relates to, banks and statements- Handling conflicts that may arise with the team or in person customers when called upon.- Check for fraudulent transactions on online payment portals and take necessary steps to combat fraud.-Collate the daily reports from all the team members for that shift. sort them and organize them for the following weeks report.- Serve as a link between customer service members and operations, payment and other departments.- Ensure clients accounts are properly reconciled.- Assign daily duties to team members before they start work.- Approve of payments above 100,000NGN, confirming that there are no errors- Resolve complaints escalated to me by other team member pertaining to customers withdrawals. Locating if the payments were successful or not, if not find out what happened and reconcile the customer after proper investigations.-Collate statements from all the accounts used, organize and prepare them for team memebrs to use in resolution of payment complaints- Provide assistance to customers inquiring about the products - Provide receipts pertaining to customers complaints about delayed payments - Resolve customers complaints with trading bad cards and stalled wallet crediting- Resolve customers complaints with declined transactions- Escalate reconciliation of payment to the payment portal

Certificate completion in CISCO network associate (CCNA)