SUMMARY:

• Confidential - oriented, and technically savvy executive with 15 years of experienced project management.
• 20 years of progressive experience in financial services.
• 15 years of proven business leadership in marketing and product management with domestic and international teams in various locations, including Mexico, Canada, and India.
• 15 years of experience working with senior-level executives and overseeing third parties throughout the business chain, including clients, strategic partners and alliances, and vendors; along with a proven ability to lead teams and projects to achieve business goals.
• Solid background in customer lifecycle and technology: 5+ years experience with JD Power KPI measurement framework and 5+ years with JD Power & CX work-stream.
• 5+ years experience with development and implementation of systems solutions, help desk management, supervision of vendors, programmers, and projects involving domestic and international clients.
• 20 years experience with customer satisfaction, best practices, and measuring related progress.

TECHNICAL SKILLS:

Software: MS Office, Project, Visio, Outlook; Lotus Notes Suite, Record Management Software, Imaging Software

Databases: Oracle 10.0, SQL+, MySQL, MS Access

Web: HTML, Java, FrontPage 98 & 2000, Dreamweaver, Fireworks, PHP, Apache

OS: Windows 95/98/NT/2000/XP

Tools: Business Objects, Test Director, Mercury QTP, Quality Center

Other: FDR, ACAPS, TSYS, Document Imaging and Management, Peoplesoft

PROFESSIONAL EXPERIENCE:

Confidential, Wilmington, DE

Consumer Credit Risk Vice President

Responsibilities:

• Manage the execution of the Firm-wide Annual Review Model and support and the development of
• Participates in initiatives that impact credit bureau reporting and may interact with technology staff, business managers/staff and compliance officers, among others, to ensure the requisite support for credit bureau reporting activities.
• Responsibilities including but not limited to the following:
• Work closely with risk management, business lines, users, team leads, and other partners to develop oversight of cross lines of business bureau activities
• Using KRI and KPI measurement frameworks and JD Power and CX work-stream, ensure adherence to appropriate control metrics and standards for Credit Bureau activities
• Assist with the development of the annual review model and framework required to govern Credit Bureau activities and data in adherence with the JPMC Control Management Review standards and firm-wide Credit Bureau Policy
• Manage the identifications of targeted high risk bureau processes and the execution of the subsequent risk reviews
• Develop regular management reporting summarizing Credit Bureau reviews and remediation progress
• Ensure continuity between internal/external regulatory changes and findings with Center of Excellence review practices
• Maintain guidance and best practices for Credit Bureau Requirements
• Collaborate with the Center Of Excellence policy lead to review proposed firm-wide policy against existing Line of Business procedures
• Recommend and implement modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions
• Lead cross line of business teams in the development of firm-wide procedures for multiple work streams
• Perform annual review of LOB specific procedures to ensure compliance w/ JPMC requirements

Confidential, Malvern, PA

Product Manager

Responsibilities:

• Develop base software product. Ensure the software product is effectively resourced and manage
• Relationships with management, product group, infrastructure group, quality assurance and development.
• Oversee consultants and resource allocation, as well as budget adherence and quality assurance.
• Primary responsibilities, Including but not limited to the following:
• Manage co-ordination of the partners and working groups engaged in product builds
• Manage product deliverables in line with the project plan
• Record as well as manage issues and escalate where necessary
• Resolve cross-functional issues
• Manage scope in addition to change control while escalating issues when necessary
• Monitor the progress and performance of either the individuals or partners
• Provide status reports to management
• Manage activities and resources within a defined budget
• Review as well as evaluate technical recommendations in order to ensure the product meets defined business requirements while fitting within scope of a defined budget
• Final approval of the design specification
• Work closely with the clients to ensure the product meets their business need

Confidential, Newark, DE

Business System Lead

Responsibilities:

• Lead, plan, and ensure that Confidential interests are supported on all aspects of the credit card process. Foster relationships with Confidential and their partners.
• Business System Lead / Mumbai Team, Confidential USA, Newark, DE, 2007 - 2009
• Design, develop, and maintain new testing automation tools, as well as applications designed for automation production processing, and assist testers and technical support staff in identifying and resolving defects.