TECHNICAL SKILLS

• JAVA
• Agile
• Scrum
• Waterfall
• ITIL
• JIRA
• Gainsight
• Confluence
• Slack
• MSBI
• MS Dynamics
• Database
• Oracle
• SaaS
• SQL
• SAS
• Excel
• Word
• PowerPoint
• Visio
• Visual Studio (.Net)
• MS Project
• Tableau
• Qlik View
• SharePoint
• Salesforce
• Bugherd
• Linux
• DOS
• UNIX
• C
• and C++

PROFESSIONAL EXPERIENCE

Confidential, Fort Lauderdale, FL

Project Manager - Contractor

Responsibilities:

• Negotiated and elaborated solutions wif project team as well as customer facing staff in a call center on strategy and readiness in risk management on credit card accounts and change management
• Market researched and processed through analysis of local market’s demand and international suppliers, ad-hoc presentation and evaluation wif suppliers and buyers of credit cards
• Attended project meetings (global), followed up on project’s budget and spending wif
• PMs and tracked conflicting issues on credit card accounts from different centers after global conference calls; distributed reports on SharePoint
• Analyzed business process and identified areas of opportunities on current and new application development projects focused on credit card’s sales and consumer relationship
• Tested and monitored implementation of teh Sales Portal as a SME and offered solutions to complete teh SDLC on system optimization to comply wif SLA
• Managed team meetings wif onshore and/or offshore resources for functional and application interface delivery on Agile and Waterfall projects
• Participated in JAD meetings, translated and delivered Business Solutions on online credit card balance transfer (Business Process Analysis) for our off shore technology team in writing and flow chart format
• Maintained and tracked project finance/schedules, metrics, status reports, and monitored KPI after each implementation. Reviewed reports on credit card portfolio and spending pattern
• Trained tenure employees on system conversions (OJT on job training) while upgrading mainframe to Windows based platform and prepared user manuals wif quick reference sheets on sales, service, and dispute portals. Trained end users in conversion classes from Legacy and Triumph platforms to windows based systems (On Job Training) and supported change management

Confidential - Delray Beach, FL

Project Manager

Responsibilities:

• Performed cost and quality analysis based on project s budget, while meeting deadlines and complying wif city and building codes and regulations
• Managed teh project in Agile: Planned, lead, organized projects thoroughly based on work break down to maintain teh highest quality and achieve customer satisfaction and increase referrals
• Monitored and investigated risk such as environmental, building hazardous, and manpower constraints
• Initiated communication and supervised restoration team (five to nine members) to clearly identify project goal and any possible risk through vendors and teh city guidelines and permits
• Researched teh investigated market price and trend based on clients ‘budget and negotiated wif various vendors

Confidential, Plantation, FL

Business Analyst/Customer Experienc

Responsibilities:

• Quality controlled calls to comply wif company’s ethic and compliance (Quality Assurance); monitored holding time and transfers on Travel related calls to boost NPS (RTF); monitored and evaluated Retail spending on co-brand credit cards (Delta, Hilton, Costco)
• Utilized proprietor software at (CBT, CRM) as well as legacy, triumph, CAS, AS400, NICE call monitoring, fraud investigation, teaching, training, payments, POA, and dispute handling of Fidelity and Ameriprise accounts
• Developed solutions to decrease call handling time, increase efficiently and improve customer satisfaction and defining qualified re-engineering cases (per DMAIC).
• Analyzed Relationship Care project (CRM - pilot) and offered over 98% improvements, by side by side call listening and data gathering based on root cause analysis in cross functional platforms
• Coached and co-lead a team of 18 new hire on credit card take over and Money Laundry

Confidential

Data Analyst

Responsibilities:

• Maintained data integrity wif high performance and performed data mining utilizing Oracle, Fox Pro, and Excel. Generated reports based on NCCI index (NOC bank/credit, retail, etc.)
• Generated reports, processed OPT OUT lists, universal mailing addresses (Unsubscribe)
• Communicated wif brokers and agencies on data selection for marketing products and services in: retail, healthcare, real estate, hospitality, life style, medical, universities, and charities
• Updated/Filtered 300+ databases on monthly/quarterly based for generating sales and marketing campaigns
• Broadcasted Canadian Marketing Association (CMA) data on monthly basis
• Presented generic Database Design and Requirements to our account management team to increase business opportunities wif brokers
• Attended cross functional meetings wif technology and management teams, took notes and offered new solutions based on system compatibility and business needs

Confidential

Database/Marketing Analyst

Responsibilities:

• Documented and reported weekly reports to management team (Amsterdam and New York) on gaining competitive advantage over North American financial services
• Created SWOT on sales and operations of credit card and prepaid credit card products, credit card Manufacturing and Issuing bill payment services opportunities, and pay strategies in general
• Filtered and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems
• Collaborated wif respective Database Administrators in Performance Tuning for in-efficient queries, CPU consumed Queries and Long-running Queries.
• Communicated wif Stakeholders in retail, financial services, and call centers in person as well as remote to leverage resources and strengtan competitive advantage

Confidential

Volunteer

Responsibilities:

• Coaching, mentoring, training 6 clubs in teh cities of Sunrise, Plantation, and Tamarac
• Supporting 200 members in reaching their leadership and speaking goals
• Planning and organizing district events up to 100 participants (including: locating a venue, catering, sound system, and others)
• Monitoring group postings and activities, mediating members’ disputes
• Planning events and activities for international travelers (10 - 100 guests)
• Leading on line brainstorming to identify teh best online marketing approach as well as designing marketing merchandise for global members