Summary
Overview
Work History
Education
Skills
Timeline
Generic

Chris Cosgrove

London,ON

Summary

Accomplished product leader with 15+ years of tech experience, delivering exceptional client satisfaction and driving quality-focused business outcomes. Adaptable and quick to master new technologies and processes, I excel in dynamic environments and thrive in leading teams to achieve impactful results.

Overview

17
17
years of professional experience

Work History

Product Manager

Trackunit
10.2022 - 01.2025
  • Streamlined the product development process for faster time-to-market and improved efficiency.
  • Launched successful products by conducting thorough market research and identifying customer needs.
  • Optimized product performance with data-driven analysis and continuous improvement initiatives.
  • Communicated effectively with team members to deliver updates on project milestones and deadlines.
  • Coordinated design meetings and decisions with internal departments and teams.
  • Prioritized roadmap in order to achieve product goals and metrics.
  • Liaised with clients to better understand business needs and current market landscape.
  • Coordinated project planning and execution with team members and team leads.

Product Owner

ZTR Control Systems
11.2020 - 10.2022
  • Conceptualized and deployed enhanced product features and optimized implementation for use in marketing strategies.
  • Established criteria for each milestone within product roadmap as means to measure developmental progress.
  • Set goals, formalized policies and enforced operational standards to maximize team performance and keep project on-task to achieve quarterly targets.
  • Coordinated design meetings and decisions across multiple internal departments and teams.
  • Spearheaded collaborative efforts between stakeholders and technical teams to bring products to market.
  • Coordinated project planning and execution with team members and team leads.
  • Coordinated innovative strategies to accomplish marketing objectives and boost long-term profitability.
  • Consulted with product development teams to enhance products based on customer interest data.
  • Supported marketing teams, creating, deploying and optimizing campaigns for industrial IOT clients.
  • Defined and analyzed metrics to measure product performance.

Agile Co-Ordinator

ZTR Control Systems
10.2018 - 11.2020
  • Member of the web development team, supporting and guiding the team through the agile delivery process
  • Defined workflows and processes in fast-paced, Agile and distributed models using tools such as Jira & Confluence
  • Monitored and facilitated scrum / kanban processes and team meetings
  • Led daily scrum stand-ups and Agile development sprint planning meetings for multiple, concurrent projects
  • Innovated new processes and workflows that realized efficient delivery team
  • Documented new features and strategies as well as user stories and criteria for acceptance
  • Evaluated projects for issues, alleviating problems and distractions to meeting team goals
  • Worked to gather customer requirements, clarify specifications and translate into product backlog
  • Collaborated with design team to come up with product look
  • Effectively handled communications between in-house software team, clients, and stakeholders
  • Maintained close connection with project personnel to quickly identify and resolve problems

Team Lead

Cineplex Digital Media
06.2014 - 10.2018
  • Provide daily training, coaching, and supervision to ensure help desk team are equipped to meet quantitative and qualitative results including KPI metrics and targets set by the business
  • Produce daily case and call status reports
  • Staff scheduling
  • Develop specific, customized coaching plans with all staff members
  • Set monthly/quarterly goals linking behaviors with business results. Deliver full cycle performance management process
  • Implement initiatives to promote team/morale building
  • Research, design and implement appropriate technologies to support and improve corporate communications, access to information and end-user productivity
  • Ensure that customer satisfaction is maintained and exceeded through proactive and continuous improvement initiatives
  • Oversee project management for support related undertakings, including clear capture of business requirements, provision of functional deliverables, milestone planning and project post mortems
  • Assist senior management with the direction and facilitation of strategic and tactical planning
  • Recommend and reinforce operational standards, policies/procedures and identify gaps
  • Manage customer service and technical escalations with detailed gap analysis and feedback to management
  • Providing project management, resource management, supervision of staff
  • Liaise with the senior management team, business unit leaders and end users

Technical Support Analyst

EK3 Technologies Inc.
03.2010 - 06.2014
  • Deliver solutions for our customers via support tickets, email and phone
  • Set up and administer user and groups accounts, setting permissions for users
  • Identify and escalate recurring issues to system and network engineers, developers or other appropriate parties
  • Troubleshoot TCP/IP issues, other networking issues (packet loss, connections timing out / refused)
  • Create and manage technical/process documentation
  • Managed firewall, network monitoring and server monitoring

Customer Care Specialist

Rogers Wireless, London, ON, Canada
03.2009 - 03.2010
  • Followed up on customer support problems
  • Answered customer telephone calls promptly and in an appropriate manner
  • Documented all customer inquiries and comments thoroughly and quickly
  • Answered billing related questions
  • Managed customer accounts
  • Maintain and exceed sales targets
  • Provide Excellent customer service

Insurance Specialist

TD Canada Trust, York Street, London, ON, Canada
01.2008 - 03.2009
  • Built long-term customer relationships and advised customers on purchases and promotions
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Utilized proprietary software to document and track customer account details
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
  • Described product to customers and accurately explained details of policies

Education

Some College (No Degree) - Law Enforcement & Criminology

Conestoga College
Kitchener, ON

Skills

  • Product Management: Roadmaps, lifecycle management, vision, and strategy
  • Data-Driven Decision Making: KPI tracking, analysis, and optimization
  • Collaboration & Leadership: Team coaching, stakeholder management, and cross-functional alignment
  • Technical Expertise: Salesforce and JIRA administration, Agile methodologies, and technical troubleshooting
  • Communication & Training: Presentation skills, training delivery, and customer consultation
  • Process Excellence: Quality assurance, planning, implementation, and attention to detail
  • Customer-Centric Focus: Building relationships and delivering exceptional service in fast-paced environments

Timeline

Product Manager

Trackunit
10.2022 - 01.2025

Product Owner

ZTR Control Systems
11.2020 - 10.2022

Agile Co-Ordinator

ZTR Control Systems
10.2018 - 11.2020

Team Lead

Cineplex Digital Media
06.2014 - 10.2018

Technical Support Analyst

EK3 Technologies Inc.
03.2010 - 06.2014

Customer Care Specialist

Rogers Wireless, London, ON, Canada
03.2009 - 03.2010

Insurance Specialist

TD Canada Trust, York Street, London, ON, Canada
01.2008 - 03.2009

Some College (No Degree) - Law Enforcement & Criminology

Conestoga College

Similar Profiles

CREATE PROFILE
Chris Cosgrove