SUMMARY:

• To obtain a position which allows me to maximize my expertise in project management, implementation strategy, resource coordination and problem solving.
• Dependable, professional, confident and experienced professional - dedicated to achieve the highest quality of customer service and delivering maximum results.
• A self-starter that possesses great skill, enthusiasm, care and leadership ability.
• Detail-oriented and results-driven, with a strong sense of work ethic.

CORE COMPETENCIES:

• Project Coordination User Acceptance Testing Project Management
• Customer Communications Organizational Management Business Analysis

TECHNICAL SKILLS:

• Microsoft Word (Advanced)
• Microsoft Project (Intermediate)
• Microsoft Excel (Intermediate)
• Microsoft Power Point (Advanced)
• Access (Intermediate)
• Outlook (Advanced)
• Visio (Advanced)
• Adobe Products
• Acrobat (Advanced)
• Photoshop (Intermediate)
• SharePoint as well as other cloud based Project Management tracking software
• Intermediate SQL and database management knowledge
• Well versed in various Project Management methodologies and procedures including Agile
• Advanced Knowledge of German
• Intermediate Knowledge of Italian

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Project Coordinator

Responsibilities:

• Surveyed, analyzed and documented customer feedback (customer calls, social media, forum postings etc.) to identify "best of" and “pain point” examples for sharing with a broader team
• Coordinate, organize and facilitate customer experience feedback review sessions attended by various product owners, project managers and technical development staff to drive product improvement
• Ensuring project milestones and deliverables are delivered on time
• Monitoring project risks and scope creep to identify potential problems and proactively identifying solutions to address them in advance.
• Producing Stage Plans, highlight and milestone reports, risk logs and requests for change etc.

Confidential, Newark, DE

Communications Programmer

Responsibilities:

• Implementing letter and communication-related requests from various lines of business ( Confidential )
• Researched needed criteria and/or variables to ensure compatibility/availability Coordinated with Confidential and critical stakeholders to ensure that letter/communication can be delivered and implemented in the desired fashion
• Maintained agent access to letter delivery application ( Confidential ) via Confidential work requests
• Performed ad-hoc UAT to identify, document and help find solutions to various defects concerning the transition to a new “backend’ system conversion (C3PM)

Confidential, Newark, DE

Collections Project Specialist

Responsibilities:

• Compile, format and distribute various reports (Quality Control, Statistical Measures and Error Management) to the management, other departments and individual staff
• Participate/Coordinate/Lead various project initiatives: Development of New Incentive Plan for staff, Transition Task Force, Alternative Collection Strategies for Consumers and Collectors
• Documented daily and monthly reports and analyzed the data to make logical business decisions, identify trends and implement solutions
• Coordinate efforts and resources from other business areas and stakeholders (internal & external) that affect the Collections Department
• Manage a team of 10-15 representatives

Confidential, Newark, DE

Communications Implementation Analyst

Responsibilities:

• Implement various forms of communication with the appropriate Customer Communication Management (CCM) implementation software
• Confidential Exstream
• DocSciences
• Thunderhead
• First Data Resources Customer Communication Implementation Software
• Confidential
• Collaborated with Departments of Corporate Communications, Compliance, Confidential Bank, and Legal as well as Department of Education to draft and obtain approval on communication initiatives (letters, email, website, text messages, IVR etc)
• Generated daily and monthly reports and analyzed data to give suggestions to senior management
• Successfully managed several complex “hands on” projects which spanned across various business areas and ensured that they were within budget and implemented correctly
• Third-Party/Vendor relationship building, using cost effective techniques
• Monitored paper and plastic stock for letters, statements and credit cards to ensure that adequate amounts are always on hand
• Address and resolve any issues or problems resulting from vendor error
• Work with Vendor Management Department to decide whether to renew or terminate service agreement
• Assist in search for alternative vendors
• Ensured that all department-related services were within the agreed upon budget as laid out in the initial contract.
• User Acceptance Testing (UAT) for various extra-departmental projects and also for software upgrades of existing software features and utilities

Confidential, Newark, DE

Senior Collections Specialist

Responsibilities:

• Manage a team of 15-20 collectors
• Compile and distribute daily reports on representative progress
• Mentor struggling agents falling below department established metrics
• Assisted Collections Dialer Team to implement team specific dialer strategies

Confidential, Newark, DE

Collector

Responsibilities:

• Exercise due diligence on delinquent student loan accounts
• Used various Skip Tracing tools to locate borrowers with outdated contact information
• Arrange payment programs satisfactory to both the borrower and lender
• Used bilingual proficiency to bridge communication gaps between the bank and German and Italian speaking borrowers