# ADEJOKE CATHERINE IDOWU - Product Manager
Source: https://hello.cv/adejokeidowu
Lagos

## Links
- LinkedIn | https://www.linkedin.com/in/adejoke-idowu

## About
Data-driven Product Manager with experience in digital product development across multiple African markets. Skilled in leveraging data analysis to inform decision-making processes and enhance product performance. Customer experience enthusiast, with a passion for leveraging technology to enhance user satisfaction and drive business growth.

## Work
### Product Manager (USSD & SMS Banking) | United Bank for Africa
Led digital banking product development, strategy, and market expansion for USSD and SMS channels across 19 African countries, significantly increasing market share and profitability.
- Drove significant market share growth for UBA's USSD products from 5% (5th place) to 20% (2nd place) in the industry by end of 2023, demonstrating effective strategic planning and execution across 19 African countries.
- Spearheaded cost-saving initiatives that boosted USSD and SMS banking profitability by 52% and 137% respectively in UBA Nigeria and its subsidiaries.
- Optimized the *919# user flow in collaboration with UI/UX teams, successfully reducing transaction drop-offs by 20%.
- Led end-to-end product vision, strategy, and roadmap development, utilizing agile methodologies and data analytics to deliver high-quality solutions and enhance UBA's Magic Banking features.
- Managed key stakeholder relationships and communicated product updates to executive leadership, ensuring alignment and support for product initiatives across the entire lifecycle.
### Team Lead, Zenith Direct | Zenith Bank Plc
Supervised and coordinated a 20+ member customer service team, leveraging data analysis and training to improve service delivery and contribute to digital product enhancement.
- Managed and coordinated a team of 20+ customer service executives, ensuring effective banking support across multiple communication channels.
- Analyzed customer insights and service metrics to provide data-backed recommendations, directly contributing to product improvement for e-channels like ZIVA WhatsApp chatbot and Zenith Mobile App.
- Trained teams on CRM tools and developed performance plans, enhancing response time and overall operational efficiency.
- Prepared comprehensive daily, weekly, and monthly reports on customer complaints, system performance, and team productivity for management review.
### Customer Service Executive | Zenith Bank Plc
Provided multi-channel banking support, consistently achieving high customer satisfaction and driving significant revenue through targeted campaigns.
- Delivered efficient multi-channel banking support to customers, consistently achieving a 95% customer satisfaction rating.
- Spearheaded an outbound dormant account reactivation campaign, generating N1.9 billion in DDA in 2018.
- Utilized CRM systems for efficient complaint tracking and documentation, while actively cross-selling bank products to meet customer needs.
- Recognized for exceptional customer service and leadership attributes, earning a supervisory role promotion within 2 years of employment.

## Education
### University of Lagos | Economics
### Ekiti State University | Economics

## Certificates
### Data Analytics Fellowship
Quantum Analytics | 2022-12-31
### Data Analytics Virtual Experience
EntryLevel.net | 2021-12-31
### Operational Risk, Sustainability, Environmental & Social Risk Management Training
Control Edge Consulting Limited | 2019-12-31
### The Effective Communication, Business Writing and Presentation Course
Greenfield Consult | 2018-12-31
### Customized Contact Centre and Quality Assurance Skills Training
Uconnect | 2018-12-31
### Entrepreneurship Development Training
CBN Entrepreneurship Development Centre | 2016-12-31

## Skills
### Product Management
- Product Strategy
- Roadmap Development
- Product Development
- Agile Methodologies
- Product Lifecycle Management
- Market Analysis
- User Needs Analysis
- Feature Enhancements
### Data & Analytics
- Data Analytics
- Data Visualization
- SQL
- Power BI
- Tableau
- Customer Insights
- Business Intelligence
- Market Research
- Performance Measurement
### Operations & Efficiency
- Process Automation
- Operational Efficiency
- Stakeholder Management
- Vendor Management
- UI/UX Optimization
- CRM Tools
- Project Management
- Problem-Solving
### Leadership & Communication
- Team Leadership
- Cross-functional Collaboration
- Stakeholder Communication
- Executive Reporting
- Product Training
- Client Management
### Digital Banking Products
- USSD Product Development
- SMS Product Development
- Mobile Banking
- E-channels
- ZIVA WhatsApp Chatbot
- Magic Banking (*919#)

## Source
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