Jessica Hirst
Product Owner
Summary
Highly driven and hardworking professional with a passion for delivering results. Possesses over 2 years of experience as a Product Owner and 8 years in management, focusing on customer satisfaction and tactical business leadership. Skilled in business administration, change management, and strategic planning to drive growth and profitability. A diplomatic leader and analytical thinker adept at inspiring productive relationships with employees and partners. Offers technical expertise, strong communication and collaboration skills, exceptional prioritization abilities, adaptability, and a profound understanding of user needs and market dynamics.
Overview
16
16
years of professional experience
Work History
Product Owner
Digi Outsource
4 2022 - Current
- Product Strategy: Developing and implementing a product strategy that aligns with the company's objectives and market trends
- Product Roadmap: Creating and managing the product roadmap, outlining the vision, direction, and priorities of the product over time
- Feature Prioritization: Prioritizing feature implementations based on customer needs, business value, and resource availability
- Requirements Definition: Defining detailed product requirements and working with the development team to ensure they are understood and implemented correctly
- Stakeholder Collaboration: Collaborating with various stakeholders, including customers, business executives, sales, marketing, and technical teams, to gather feedback and ensure alignment on product decisions
- Market Research: Conducting market research to understand customer needs, competitive landscape, and market trends
- Product Performance Monitoring: Monitoring product performance and user feedback to inform product improvements and new features
- Team Leadership: Leading and mentoring the product team, fostering a collaborative and innovative environment.
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Implemented Agile methodologies to increase team productivity and enhance overall project outcomes.
Divisional Manager
DigiOutsource
04.2021 - 03.2022
- Operational project management
- Stakeholder relationships and communication
- Organizing, planning, and managing the daily tasks and operations of the division
- Evaluating the division's performance and identifying areas of improvement
- Providing technical direction and professional support to division personnel
- Ensuring that staff members comply with the policies and procedures of the division
- Assisting with employee recruitment, as well as overseeing the onboarding process and training of new division staff members
- Reviewing office operations and reporting any issues to senior management
- Working with the HR department to handle all inter-division disputes and conflicts.
Business Operations Manager
DigiOutsource
08.2018 - 02.2021
- Experience in operations Manager for the Customer support center, risk and Fraud department as well as outbound sales & sale department
- Strategy and performance
- Resource Management & Problem Resolution
- Reporting and Analysis
- Process management and development
- Project Management
- Coaching & Development
- Managing Information.
Customer Service Manager
Digi Outsource
06.2016 - 08.2018
- Customer Service managers in the VIP and English departments
- Responsibilities
- Managing Performance
- Managing Information and Tasks
- Coaching & Development
- Resource Management & Problem Resolution
- Workflow Management
- Customer Service Management
- Operational Management
- Responsible to ensure top customer service
- Managing VIP customers.
Customer Service Lead
Digi Outsource
06.2014 - 06.2016
- Customer service lead in the customer support department managing a team
- Responsibilities
- Workflow Management
- Communication & Knowledge transfer
- Customer Escalations Management
- Customer Service Management
- Operational Management
- Managing Performance
- People management.
Customer Service Host
Digi Outsource
10.2013 - 06.2014
- Customer service host responsibilities
- Responding to customer queries by telephone, email, and online chat
- Processing and taking ownership of all incoming and outgoing contacts in multimedia environment
- Processing pertinent information into relevant databases
- Completion of tasks assigned during shift
- Handling and taking full responsibility of customer related queries
- Making outgoing calls and executing outbound campaigns
- Performing extra tasks given by manager/shift supervisor as required.
Account Manager
GB Fluid seal & pump services
01.2008 - 05.2014
- Management of accounts
- Managing the phones and answering queries
- Debt collecting calls
- Maintaining relationship with customers and suppliers
- Keeping an updated inventory and ordering of stock
- Maintaining a comprehensive filing system
- Managing investment accounts
- Invoicing
- Managing payroll
- Banking and reconciliation
Marketing Assistant Intern
Cornerstone Institute
05.2013 - 08.2013
Education
High School Diploma -
Abbotts
01.2003 - 2007.05
BBA: Degree in Bachelor of Business Administration - undefined
The IMM Graduate School
01.2008 - 2012.05
Certificate: Project Management - undefined
Varsity College - Newlands
08.2012 - 2012.05
Certificate: Public Relations - undefined
Varsity College - Newlands
08.2012 - 2012.05
Certificate: Advanced Operations Management -
Get Smart - Online
05.2020 - 2020.05
Certified Scrum Product Owner -CSPO - undefined
Agile42
Skills
People Management
Stakeholder Management
Communication Management
User Experience Design
Strategic Thinking
Leadership
Business Skills
Agile Methodology
Influencing Skills
Problem-solving
Hobbies
Equestrian sports- Enjoy riding my horse daily and compete in showjumping
Volunteering at animal rescues were possible
Timeline
Divisional Manager
DigiOutsource
04.2021 - 03.2022
Certificate: Advanced Operations Management -
Get Smart - Online
05.2020 - 2020.05
Business Operations Manager
DigiOutsource
08.2018 - 02.2021
Customer Service Manager
Digi Outsource
06.2016 - 08.2018
Customer Service Lead
Digi Outsource
06.2014 - 06.2016
Customer Service Host
Digi Outsource
10.2013 - 06.2014
Marketing Assistant Intern
Cornerstone Institute
05.2013 - 08.2013
Certificate: Project Management - undefined
Varsity College - Newlands
08.2012 - 2012.05
Certificate: Public Relations - undefined
Varsity College - Newlands
08.2012 - 2012.05
Account Manager
GB Fluid seal & pump services
01.2008 - 05.2014
BBA: Degree in Bachelor of Business Administration - undefined
The IMM Graduate School
01.2008 - 2012.05
High School Diploma -
Abbotts
01.2003 - 2007.05
Product Owner
Digi Outsource
4 2022 - Current
Certified Scrum Product Owner -CSPO - undefined
Agile42
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