CAREER PROFILE:

Successful professional proficient in Project and Process Management with an extensive track record in end - to-end delivery of complex, high priority projects/products on tight schedule. Possess business system expertise in process management, change management, total quality management, customer care and data systems, extensive knowledge and skills in the art of production management having reduced cost to or below unit cost goals while developing and enhancing best practice methodologies. Natural and demonstrated ability to build, develop and maintain strong, well respected high performing teams and leadership development while controlling expenses. I have provided leadership during significant process changes while mitigating risk for internal and external clients and customers. Provided for the development and tracking of quality matrix items as it relates to the production environment has also become a key component of my skill set, while ensuring quality delivery of products from imagination to implementation. Incorporating a strategic component to the product development and planning stages of projects and production management. Excellent written and verbal communication skills and adept at meeting facilitation, developing and using team building abilities to strengthen internal and external customer relationships.

EXPERTISE AREA:

Change Management Project Management Budget Management Vendor Management Operations Streamlining Process Reengineering Process Improvement Business Analysis Workflow Planning Workforce Planning Resource Allocation Strategic Planning Internal Controls Business Controls Team Management Team Leadership Team Motivation Risk Management Quality Assurance Customer Service Project Management Special Projects

PROFESSIONAL EXPERIENCE:

Operations Business Analyst

Confidential, Charlotte, NC

Responsibilities:

• Analyze and resolve all Confidential Wires Investigations and recommend solution to avoid and repeated issues regarding Confidential wires including all currencies for all commercial customers by utilizing CPFX Cash Pro, QZ task, Cash Manager, Pega and various other internal systems.
• Provided Treasury management support for major customers such as Andes Global, Choice Money etc. and help them balance their wire transactions on a daily basis and trouble shoot any issue which may arise for the sensitive customers on a daily basis.
• Provide support to resolve any escalation requests to resolve customer issues in a timely and efficient manner and document the issues/solutions for future references for the area.
• Analyze and provide management team the possible solutions to enhance our applications to enhance the customer experience and improve productivity and quality of work.

Project Manager / Operations Manager/Assistant Vice-President

Confidential, Charlotte, NC

Responsibilities:

• Directed a team of 14 plus team members in balancing, posting and processing of wire transfer transaction
• Managed the daily departmental activities including training and coaching of associates, hardware/software maintenance, and customer service, scheduling, recruiting and the monitoring data collection and reporting.
• Manage all wire investigations for internal and external /international and national. Including all Fraud, OFAC and compliance related Wire transfer cases.
• Treasury Management Service - manage various inquire, requests and escalations
• Served as a Point of contact person for any Wire transfer escalations including dealing with high profile and sensitive customers inquire escalations
• Worked closely with domestic and international banks to resolve wire investigation cases, while ensuring all compliance and legal guidelines are followed accordingly
• Worked closely with software vendor Pega Systems to ensure all the updates are done correctly and timely and troubleshoot and resolve all the issues before going live in production.
• Utilized Visio/MS project application during and after the install of the new process to gain the efficiency to improve the process and documented the process for future references by savings and organizing the documents on the share point site.
• Routine PEGA software upgrade install.
• Worked closely with vendor by developing monthly report card and scheduling updates by meeting with vendor on monthly basis.
• Communicated and shared updates with internal partners to ensure smooth transition of the updates/enhancements.
• Utilized Business process guidelines by utilizing various spreadsheets and Visio for process mapping.
• Organized and save the documentation on share point site for future enhancement references/training purpose.
• Manage highly productive / productivity of Team members, making all SLAs.

Project/Operations/Site Manager/Assistant Vice-President

Confidential, Raleigh, NC

Responsibilities:

• Manage a yearly budget of 750K+. Successfully achieve budget goals and Key Process Indicators (KPI’s).
• Directed a team of 18 plus team members in balancing, posting and imaging 5 million items monthly.
• Managed the daily departmental activities including training and coaching of associates, hardware/software maintenance, and customer service, scheduling, recruiting and the monitoring data collection and reporting.
• Coordinated conversion activity between Confidential Banks for my site and area of responsibility.
• Managed transportation vendor Beavex to ensure daily deliveries of the deposits from North Carolina branches and Money Centers are done in a timely manner by developing and preparing monthly report cards for the vendor to review/enhance the daily delivery schedules to ensure all nightly check and deposit posting deadlines are met according to our SLA.
• Troubleshoot and make changes accordingly with vendor to overcome any traffic or weather related issues.
• Managed software and hardware vendor NCR to ensure that all the software updates are scheduled accordingly by involving other internal departments to ensure a smooth transition to new updates. Also, worked closely with vendor’s hardware maintenance group to ensure all the equipment is been services according to our agreement by preparing and sharing their monthly report card and met with them monthly to share and receive feedback to overcome any issues before they arise.
• Monitor and maintains various SLA’s (Service Level Agreements) with various internal / external customers, vendors and business partners.
• Led an ATM envelope free project by working closely with branch administration to ensure all the ATM upgrades are done according to schedule and troubleshoot any issues before the go live date to ensure smooth transition to the new ATM deposit process with no impact to our respected customers.
• Worked with IT business partners to resolve any system issues on as needed basis.
• Led a Cash deposit project by working closely with our Internal Money Center and IT Group to enhance cash deposit processing by imaging cash deposit slips to eliminate paper deposit slips retention.

Project/Operations Manager/Assistant Vice-President

Confidential, Richmond, VA

Responsibilities:

• Successfully achieved past budget goals and Key Process Indicators (KPIs).
• Managed the daily departmental activities including training and coaching of associates, hardware/software maintenance, and customer service, scheduling, recruiting and reporting.
• Managed and deployed the work group redesign project enhancing productivity and savings of $60K per year.
• Led project to process after 2:00pm work on the same day to gain float availability and saved company over 150K per year.
• Prepared and maintained SLA’s (Service Level Agreements) with various Internal/External customers and Business partners.
• Prepared and Performed RCM’s (Risk Control Matrix) for various Operational areas to enhance the process and to increase efficiency by utilizing Visio application to develop and documenting process maps.
• Managed the Investigation/Research of any missing/out of balance transactions and reconciliation from DC, MD and VA.
• Led project to create in house staffing models for associate scheduling and saved company overall 100K per year in overtime expense.
• Managed and monitored Lumen and Crystal reporting on daily basis.
• Led project to reduce transportation cost and enhance the work arrival time from various branches throughout VA, DC and MD to Richmond operations and saved company an overall 75K per year and improved the arrival time by 45 minutes.
• Worked with the IT support team on upgrades to the deposit corrections system (DCS) that utilize main frame access to Integrated Management System (IMS) and Central Information Customer System (CICS) applications with interface to the Emerald deposit system.
• Led project and partnered with the IT division for proper installation and testing for the Image Archive application on main frame.

Quality Instructor / Project Leader

Confidential, Tyson’s Corner, VA

Responsibilities:

• Provided training to new hires and existing staff through a variety of learning experiences related to various Operation Center departments such as ATM Processing, Lockbox, Item Processing, Cash Vault, Return Items, Mail Processing etc., various applications, and customer service.
• Served as a LAN coordinator, maintained sensitive customer files, and updated the procedures for Tyson’s Corner Operations Center.
• Implemented process improvements for budgetary, efficiency, and productivity analysis.
• Improved quality by utilizing focus groups and quality action teams.
• Performed testing and production routines with internal IT partners and external Vendor surrounding the installation and upgrade of an ATM Production System (ATM PLUS), moving us from a manual process to an automated vendor driven software package that improved processing times while mitigating the risk of fraud.