Omoike Bernice

Customer Experience and Product professional with 4+ years of experience supporting customers, evaluating digital products and improving service processes within financial technology.

Experience spans customer enquiries and issue resolution, customer journey reviews, digital product testing, user feedback analysis, product requirements, defect reporting and process documentation. Experienced using Zendesk, Freshdesk, Freshchat and Zoom, with additional experience in UAT, regression testing, bug tracking and product documentation. Combines customer-facing experience with product knowledge, enabling clear explanation of digital processes, identification of user friction and communication of customer issues to product and operations teams.

Quality Assessment Specialist at VFD MICROFINANCE BANK (V BANK) (2021-12 – 2024-06)

• Reviewed customer interactions, service reports and operational records to identify service issues and gaps in customer handling.
• Conducted mystery shopping and BOT reviews to evaluate customer journeys across service channels.
• Analysed recurring customer complaints and service issues and communicated findings to relevant teams.
• Prepared QA briefings covering recurring errors, service gaps and corrective actions.
• Reviewed customer-service processes to identify points where customers experienced delays, confusion or inconsistent support.
• Worked with customer-facing teams to identify causes of recurring service issues and improve resolution processes.
• Contributed to training materials and quality frameworks used to improve frontline agent performance.
• Maintained QA records covering findings, observations, corrective actions and performance trends.
• Used customer interaction findings to identify changes needed in service processes and customer-facing workflows.
• Contributed to a 10% month-over-month increase in customer experience scores through structured quality reviews and service-improvement actions.
• Identified process gaps that contributed to a 20% improvement in process efficiency.
• Contributed to a training framework that reduced new-agent ramp-up time by 30%.

Associate Product Manager at VFD TECH (V BANK) (2020-12 – 2021-12)

• Gathered user and stakeholder requirements and translated them into product requirements.
• Created and maintained Product Requirements Documents (PRDs) for digital product features.
• Worked with product, technology and business teams to clarify requirements and track delivery.
• Participated in UAT and regression testing to verify product functionality before release.
• Identified product defects, documented reproduction details and tracked issues through resolution.
• Reviewed user feedback and product issues to identify areas requiring product or process changes.
• Evaluated digital product journeys to identify points of user friction and unclear workflows.
• Supported backlog prioritisation and product delivery using structured product-management workflows.
• Documented product decisions, requirements and changes for cross-functional teams.
• Communicated product requirements and expected functionality to stakeholders involved in product delivery and testing.

Client Experience Officer at VFD GROUP PLC (2020-03 – 2020-12)

• Responded to customer enquiries and provided information required to resolve service requests.
• Guided customers through service processes and clarified requirements where additional explanation was needed.
• Followed up on unresolved customer issues and escalated cases requiring intervention from other teams.
• Recorded customer issues and service requests to support follow-up and resolution.
• Identified recurring customer concerns and communicated patterns to relevant teams.
• Used customer interactions to identify recurring service issues and opportunities for process improvement.
• Maintained customer-service records to support issue tracking and follow-up.

Product Management Intern at HNG TECH

3-month programme - Project Resolve — Digital Voting Platform

• Worked with a cross-functional team to define requirements for a digital voting platform.
• Created Product Requirements Documents covering user requirements, product functionality and feature requirements.
• Managed product tasks and delivery tracking using Linear.
• Defined requirements for live vote counting, anonymous voting and CSV upload.
• Participated in product testing and documented issues identified during development.
• Coordinated with team members to clarify requirements and track outstanding product tasks.
• Reviewed the product workflow from the user's perspective to identify areas requiring clarification or improvement.

B.Sc. (Hons) in Psychology – CARITAS UNIVERSITY, ENUGU, NIGERIA