SKILLS:

Trained and proficient in Microsoft Word, Excel, Oracle, Great Plains, PeopleSoft, Entity Management System (EMS), Case Management System (CMS), Asentinel, Aladdin, AR/AP, Defense Travel System (DTS) and Microsoft Outlook. Excellent with time management, organizing and an exceptional team player. Certified Notary Signing Agent since 2005, Secret Security Clearance. Bilingual in the Spanish language.

PROFESSIONAL EXPERIENCE:

Confidential, Lake Mary, Florida

IT Project Manager

Responsibilities:

• Act as primary project contact for internal groups involved in the conversion of clients and client facing project contact for larger and individual conversion projects.
• Manage multiple groups of client conversions simultaneously.
• Manage the tasks of internal groups to ensure project completion in accordance with client requirements.
• Work with the Card Services client facing team to determine parameter settings and communicate the decision to technical database resources.
• Work in a consultative role to the client facing team to support client inquiries as applicable.
• Provide continuous project feedback and status updates to key project stakeholders including the client facing team.
• Develop and update project plans and related task lists for individual and large volumes of conversions.
• Prepare customized templates, project plans and questionnaires as needed.
• Perform specified tasks required to convert clients between platforms.
• Manage expectations with respect to live dates and other key timelines.
• Maintain accurate and complete project documentation.
• Develop and maintain consistent standards for project status reporting for internal and external purposes.

Confidential, Orlando, Florida

Customer Service Representative

Responsibilities:

• Met team's sales goals by selling loans to consumers, identifying local marketing strategies, leveraging business to business partnership opportunities, obtaining referrals and participating in community events.
• Developed customer relationships and provided unrivaled customer service in order to build new business, maintained store profitability and further brand loyalty and recognition.
• Maintained customer information in the Point of Sale System with integrity to ensured transactions and private details remained protected.
• Upheld compliance with Company policies and procedures, as well as local, state, and federal laws and regulations.
• Prepared and processed loan applications.
• Answered incoming phone calls.
• Resolved outstanding issues with customers.
• Maintained accurate filing and record - keeping requirements.
• Maintained compliance with company policies and procedures.

Confidential, Orlando, Florida

Project Manager - Network

Responsibilities:

• Worked on Network projects simultaneously ranging from small to large complexities as assigned.
• Worked with clients, network engineers and Confidential application teams to implement a variety of network products and services which included: backbone, fully-managed network utilizing MPLS, Frame Relay, ATM, ISDN, VPN, Cisco VOIP solutions, Managed Internet Services and Managed Security Services.
• Planned, coordinated and implemented all aspects of technical projects from initiation through delivery & closure by understanding the contractual obligations and billing financials always matched the contract.
• Worked with various internal teams (EPMO, ATMs, Switches, Database, Engineering, Security, Accounting and Applications).
• Coordinated activities and tasks among vendor’s/subcontractor’s organization as needed to meet project goals and ensured project completion was on schedule, within budget constraints and of the appropriate quality standards for the project scope.
• Interfaced with external clients or field-based employees on technical matters as needed.
• Maintained a good client relationship and co-ordination with internal departments through effective communication, written and verbal skills.

Deconversion Analyst

Confidential

Responsibilities:

• Worked in the Finance department researching each contract and amendment associated with financial institutions who wanted to deconvert.
• Assisted with the day-to-day management of the Deconversion mailbox where I skillfully analyze and researched new requests.
• Created a deconvert deal in the Sales Pipeline and assigned them to the Deconversion Team.
• Team Lead for the Deconversion Department.
• Trained all new team members on the Deconversion process.
• Notified internal teams on Financial Institutes notice to deconvert.
• Responsible for researching contracts and products to effectively determine Liquidated Damages as a result of an acquisition, failed bank/credit union or de-conversion on a full or partial product set.
• Created a Deconversion Analysis and added all deconverting products.
• Created a Settlement Letter and Deconversion Analysis and forwarded to the Financial Institute detailing the cost associated with termination of contracts and Deconversion from our products and services.
• Tracked and processed wire payments upon receipt and updated the Sales Pipeline when completed.