Open to opportunities

Leoul Abate

@leoulabate

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Customer-centric certified Product Manager building user-led digital onboarding products.

Canada

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What I'm looking for

I’m seeking a Product Manager role where I can leverage my business background and frontline experience to build meaningful, impactful products—grounded in customer insights, data-driven decisions, and user-centric delivery.

I’m a customer-centric, growth-minded certified Product Manager who turns frontline insights into better user experiences. I recently led end-to-end development of Settle Ease, a resource app for newcomers in Canada, from ideation to MVP testing.

Through a 6-week sprint, I conducted 10+ user interviews, distilled pain points into actionable personas, and prioritized scope using the MoSCoW framework. I created wireframes and click-through prototypes in Figma, ran user testing to validate UX choices, and developed a go-to-market strategy with local immigrant org partnerships—while using Agile/Scrum practices in Trello to drive delivery.

Experience

Work history, roles, and key accomplishments

Current

Customer & Retail Solutions Specialist

Current

Tech Mahindra Ltd.

Sep 2023 - Present (2 years 7 months)

Handled 25+ client inquiries per shift across service, billing, and account issues, maintaining speed, accuracy, and internal compliance. Maintained 100+ client records weekly in CRM systems, achieved 95%+ documentation compliance, managed high-priority escalations, and supported 3+ operational improvement initiatives based on feedback trends.

Escalations KPI Tracking Knowledge Sharing

Product Manager (Capstone)

University of Toronto

Jan 2025 - Mar 2025 (2 months)

Led a 6-week product design sprint to create Settle Ease, a digital onboarding tool for newcomers to Canada to reduce informational overload and improve community integration. Conducted 10+ interviews to define 3 user personas, built Figma wireframes and ran 2 user-testing rounds, then scoped an MVP and go-to-market plan using MoSCoW and Agile sprint execution.

Agile Scrum Jira Trello User Interviews MVP Development Personas Wireframing Go To Market Strategy A B Testing

Field Sales Team Lead

TELUS

Feb 2022 - Aug 2023 (1 year 6 months)

Led client relationship support and resolved inquiries with personalized service to improve satisfaction and conversion. Onboarded and coached team members, used Salesforce CRM to keep records accurate, and coordinated operations to maintain smooth, high-quality service delivery.

Client Relationship Management Onboarding Salesforce CRM Team Leadership Team Coordination

Education

Degrees, certifications, and relevant coursework

University of Toronto School of Continuing Studies

Product Management Certification, Product Management

Activities and societies: Tools included Jira, Figma, Notion, Trello, and Google Analytics; capstone included user interviews, wireframes/click-through prototypes, and MVP validation.

Completed a Product Management certification focused on agile methodologies, stakeholder communication, product roadmapping, user research, MVP scoping, and go-to-market strategy. Capstone project led from ideation to user testing to build Settle Ease, a digital onboarding tool for newcomers to Canada.

Canadian College of Business and Technology

Diploma in Human Resources, Human Resources

Pursuing a Diploma in Human Resources with coursework in HRIS, strategic HR planning, organizational behavior, employment law, DEI, and training & development.

Addis Ababa University

Bachelor of Business Management, Business Management

Earned a Bachelor’s in Business Management covering strategic planning, project management, business ethics, data analysis, and cross-functional collaboration.