Qiumin Zhu

Leading methodical and value-focused product managers within the Center of Excellence team to help the Credit Union leverage intelligent technologies & solve important and complex problems. We first immerse ourselves in understanding business processes thoroughly before guiding impacted businesses to a holistic solution that's aligned with our organizational goals. We are humbled by the scale and reach of our influence that touches tens of thousands of users. That's why we make data-driven decisions, constantly prioritize and measure, and value change management beyond everything else.

Led prolific automation initiatives that are integration-focused across money movement & CRM platforms for business process improvement: - Transformed the wire transfer processing flow by replacing 5 back-office systems with Pegasystems’ CRM; eliminated 25% of human tasks during MVP launch which equates to ~600 business hours a month; enhancing the CX by bringing SLA in from ‘same business day’ to near-real-time - Migrated 80+ account servicing business processes to Pegasystems; shepherded the design & system integration efforts; guided 3 scrum teams & 16+ departments on product vision, execution and change management; MVP rollout reduced call center’s call wait-time by 30% - Current in-flight initiatives include Pegasystems and Digital Banking integration to fulfill/automate account servicing requests; Intelligent Document Processing to extract data from documents; on top of managing roadmap prioritization, technical & design direction, and securing alignment with the Executive and frontline teams

- Partnered with the UX team and produced ADA-compliant content for digital banking features, such as Wire Transfer, Zelle, Card Controls and Dispute Transactions. Content enhancements for the mobile deposit feature reduced failure rate by 11%; content iteration for fraud detection technology reduced the daily money lost due to MFA fraud by 85%; content for the account opening experience drove application completion rate by 7% - Wrote PR stories that won the team multiple international recognitions for areas in account opening/CRM, mobile app, and tech leadership in API strategy - Partnered with fellow PMs and marketing to build an API Marketplace (Google Apigee) for FinTech partners to access APIs as an open banking leader in the credit union industry

Developed digital content to assist the CEO and Board of Directors with raising awareness and organizing press events for the Bay Area’s most notable youth programs: - Received wide news coverage for the Diversity Series we created as a first to bring the community and leaders together for open discussions on race, implicit bias and current affairs - Secured crucial funding from a major donor that allowed us to sponsor 2,000 Bay Area children to participate in empathy-building programs

Accomplishments: - Conceptualized, shot and edited video projects to promote union values and ballot initiatives on top of building digital and traditional campaigns with Photoshop, InDesign, Pardot/Salesforce. - Proud communicator on the team that organized and advocated for Governor Brown to sign and raise California's minimum wage to $15/hr by 2022. The historic moment validated all of the hard work we put in as a union and honored the collaboration between organizers and the communities and their people. - Digital content and advocacy work united healthcare workers and landed them the best benefits and pay in the state of California

Invited by San Francisco's former Mayor Ed Lee to represent one of the former Supervisors at press conferences and fundraising events while working with our community and political influencers and constituents in the most economically and politically divided precincts in SF.

While wearing the digital strategist hat, it was about building relationships with minority media outlets, political heavyweights and community leaders. By creating multi-language marketing materials to reinforce our political presence and messaging online, I expanded our grassroots network by recruiting and speaking at events, and helped mobilize nearly 1,000 multiethnic young volunteers who reached out to tens of thousands of voters every day through online and traditional channels. It was the most watched Congressional race of the cycle. We went up against a 40-year incumbent hoping to bring change, and we did -- starting with a 3% name recognition.

As the founding content provider and strategist, we were one of the first in the legal industry to explore and implement podcast marketing and share our knowledge digitally.