SUMMARY:

• Proven senior project manager with 19 years of experience working in the Financial Services industry; demonstrated expertise in leading organizations effectively through significant events.

• Project Management, PMP
• Program Management
• Business and Lean Process Management
• Organizational Change Management
• Scrum/Agile delivery methodology
• Thought leadership/strategic planning

PROFESSIONAL EXPERIENCE:

Sr. Project Manager

Confidential, Glen Allen, VA

Responsibilities:

• Manage Infrastructure Project Charter, Scoping, Budget, Business and Systems Requirements, Print Vendors, Testing, Risk Management, Production Management, Training and Communications.
• Multiple infrastructure project schedules required for each phase of the project, and significant alignment across the vertical workstreams enabled efficiencies across highly - constrained resources.
• Vendor engagements include: BKFS, RR Donnelley, FIS, Infosys and Sefas, LexisNexis and required strong coordination, communications, alignment, agreement and progress tracking, ongoing.
• Strong facilitation skills enabled me to help resolve conflict and recommend options that kept project deliverables on track.
• Significant infrastructure/system limitations required ability to find alternate solutions, with low risk. Work with project teams to establish monitors and both preventive/detective controls.
• All system-related solutions delivered on time, with zero defects. Significant pre and post production testing and validation ensured any minor issues in production (based on manual solutions) were identified immediately and corrected prior to having any material impact.

Program Manager

Confidential, Glen Allen, VA

Responsibilities:

• Oversaw infrastructure program efforts for four business lines, two applications and one web hosted platform.
• Coordinated efforts with Agile run IT teams and Scrum Leads, Business, Operations, Analytics, Testing and Risk Management to ensure capabilities and delivery remained on track and results met required expectations.
• Served as main point of escalation for Operations. Created and drove efficiencies in engagement model and operational readiness.
• Maintained infrastructure launch schedules across the program and product roadmap for EASE Web, ensuring coordination via each business line, emerging risks and issues, monitors, customer feedback, delayed stories, testing and operational readiness.
• Created and presented weekly update to executives on progress, readiness and risks and provided updated assessments on customer feedback on new capabilities in production to enable continuous improvement.

Confidential, Glen Allen, VA

Sr. Manager

Responsibilities:

• Oversaw the customer experience aspect of migrating 300K accounts to a new platform.
• Worked across six vertical workstreams to identify infrastructure/current system capabilities and limitations, Confidential infrastructure/system limitations, communications, policy changes and overall customer impacts to the migration.
• Created and managed to scope document, project schedule, risk planning, operational readiness, agent readiness, customer communications, monitors and controls, action planning for production.
• Identified key areas of gaps and risks and recommended options.
• Created all monitors and controls for the migration dealing with customer impact--found creative solutions and resourcing to enable daily, real-time updates and compilation of results. Identified gaps and secured resources to resolve.
• Met 100% of all project deadlines, budget and quality requirements. Successfully managed customer relationships, project teams, cross-departmental relationships, team resources, critical path and deliverables/timeline, team meetings, PMM documentation design/storage, project requirements, scope changes, issues/risks, budget, monitors and controls, progress updates/communications, and lessons learned/improvements.
• Recognized by company for Circle of Excellence (top 2% award) for Customer 360 Program (customer experience program). Led cross functional teams through strategy, design, implementation and management; partnered with senior leadership to recommend tools, associate engagement models, product outputs and communications strategy.

Program, Project & Process Manager

Confidential

Responsibilities:

• Led three infrastructure projects associated with the US Card Act leveraging PMBOK methodology: Charter, Scope, Planning, Project Scheduling, Communications, Execution, Risk Planning, Implementation, Monitoring, Close Out.
• Required significant control over scope and resource allocation--leveraged parallel pathing and compressed scheduling where needed.
• Systems impacted included print vendors and internal databases as well as customer-facing/web environments to change existing logic and ensure compliance. Worked closely with IT PM to ensure alignment, business and system requirements, capabilities, risks and issues and enable decisioning on tactic/approach.
• Managed all programs/projects within budget, timelines and with quality; incorporated all PMP tools from scoping through project/program close to ensure smooth design, implementation, delivery and stakeholder communications throughout the lifecycle.
• Analyzed risk on all projects and developed solutions, recommendations and monitors/controls to validate success. Incorporated process and change management tactics in all projects/programs to ensure efficiencies and accommodate stakeholder needs throughout each design/launch.

Agile Coach/Lean Process Manager

Confidential

Responsibilities:

• Agile Coach managing across internal, contractor and supplier sites to develop new products in the Debit/Pre-paid card industry.
• Ownership included Planning, Story/Task cards, daily stand ups, velocity burn down, issue management/escalation, Product Owner engagement and story approvals
• Incorporated monitors, controls, retrospectives, change management, co-location and team engagement/empowerment
• Increased overall team velocity by 25% while working with teams offshore to design/develop/ test IT components
• Managed customer relationships, agile teams, story/velocity deliverables and progress, team meetings, documentation design/storage, sprint/story requirements, scope changes, issues/risks, monitors and controls, progress updates/communications, and sprint lessons learned/improvements.

Project, Process and Change Management

Confidential

Responsibilities:

• Training Design/Development Strategy and Implementation across all business areas in Card (~20 departments)
• Significant change management and risk management efforts to align business leads to changes coming
• Detailed deep dives into system capabilities and limitations to enable agent preparedness and risk mitigation (as well as customer impact upon migration)
• Product Innovation Center Migration (Card, Operations)
• Led all activities to enable preparedness for PIC migration to Confidential platform
• Created detailed project schedules for activities across technology, risk mitigation, training, production readiness, staffing (project team and launch week) to enable 24 hour monitors and escalation resolution
• Led 250 member contact center successfully through IT infrastructure change while maintaining performance metrics and standards; Led seamless exit strategies for call center operations for two partnership business segments (1.1 mm accounts) to provide positive customer experiences.
• Project implemented smoothly and very few escalations due deep/detailed risk planning