OBJECTIVE:

Continue to share my knowledge, leadership and interpersonal skills by networking across the company to become an efficient effective force in the working industry. Exploring new ways to improve processes smooth and effectively. Accept all challenges as they pertain to customer service and growth in a working atmosphere. Continue to educate and be educated at all levels to become a great motivator and mentor.

SUMMARY:

• Account analysis resolution
• Oral and written communication
• Customer Service and resolution and Development
• Experience in logistics and planning
• Trainable with a short learning curve

TECHNICAL SKILLS:

PC literate: Windows NT, Word, Excel, Power Point, Visio 2000 Transition, Access 97 Queries, Access 97 Reports, Excel 97 linking Working Sheets, Visio 5.0 Essentials, Access Basics using Wizard

PROFESSIONAL EXPERIENCE:

Confidential

Project Manager

Responsibilities:

• Responsibilities included end - to-end project management of a team of 46 associates with a financial scope of 5million dollars during the On Line Banking checking account transition initiative from Confidential to Confidential .
• Using Six Sigma methodologies (root cause analysis, sipoc analysis, process mapping current and end state processes), developed and managed the project plan and facilitated weekly team meetings to communicate status, progress, issues, changes and challenges during the life cycle of the projects and obtain updates from the project team.
• Managed the financial budget, risk and scope of the project from end to end. Communicated monthly initiative status to stakeholders and the PMO (Project Management Office) to ensure the portfolio is stable and the objectives were met within the scope of the project.
• Created and managed user acceptance testing and system integration testing utilizing use cases.
• Worked with the six lines of business managers to implement changes in, policies and procedures that were affected by the project scope.

Confidential

Project Manager

Responsibilities:

• Key role in leading or supporting initiatives in the Retail and Consumer business segments that affect seven separate business lines across the organization.
• Using Six Sigma methodologies (root cause analysis, sipoc analysis, process mapping current and end state processes), developed and managed the project plan and facilitated weekly team meetings to communicate status, progress, issues, changes and challenges during the life cycle of the projects and obtain updates from the project team.
• Managed the financial budget, risk and scope of the project from end to end.
• Communicated monthly initiative status to Executive Management Stakeholders and the PMO (Project Management Office) to ensure the portfolio is stable and the objectives were met within the scope of the project.
• Created and managed user acceptance testing and system integration testing utilizing use cases.
• Supported the first phase of the California Direct Migration of the NW loan accounts move for more than 50 million loans
• Designed and reviewed process maps for the three-affected business to show how requests would route in the new environment.
• Customer Service and Support, direct Call Center customer contact and Consumer Credit Services Servicing Centers:
• Maintained a 95% call to answer ratio, and a 90% customer satisfaction rating.
• Lead the Retail Refinance plus Rollout in Louisville Kentucky to support the Cash Out option for our existing customers.
• Generated revenue of 500 thousand plus dollars in customer retention
• Worked with the business to perform process mapping for the Retail Account Executives, Loan Line, Private Bank and the Premier Banking portfolios for the Fleet Transition.

Confidential

Project Manager

Responsibilities:

• Worked within, existing team, and managed a team of 15 to provide support for implementing 100 percent of the Retail Confidential functionality in the northeast.
• Duties included integration between the companies 25 Customer Service Centers.
• Project management responsibilities included: meeting facilitation, communications, work plans issue tracking and resolution
• Completed testing implementation for 100 % of system interfaces and associate usage and

Confidential

Project Manager

Responsibilities:

• Worked within an existing team to redesign the payoff process for five different Direct Loan Centers.
• The redesign work included geography, products, business channels and customer groups.
• Responsibilities included research, analysis, identifying opportunities for process improvement, developing business solutions and working with senior management to build a consensus around the developed solutions.
• Managed the project plan, user acceptance testing and system integration testing
• Facilitated weekly project team meetings

Confidential

Operations Team Lead

Responsibilities:

• Monitored day-to-day production of 2 teams and 17 associates:
• Collateral File retrieving and archiving all incoming collateral documents for storage.
• Secured negotiable collateral and maintained all secure assets in excess of 20 million.
• Trained associates with the common knowledge, procedures and workflow for retrieving and releasing collateral.
• Daily volume handling was over 50 thousand pieces of collateral