- 398 Marsexxxxxxle St.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Project Management /Process Management

Qualifications Profxxxxxxe

    Highly self-motivated and results-driven management professional with more than 15 years providing high-performance sales and operations management support, IT resources management, and customer service in the banking/financial services, and retaxxxxxx sectors. .

    Detaxxxxxx-oriented without losing sight of the big picture, analytical and methodical with critical thinking to strategize solutions in addressing work issues even under stressful work conditions.

    Well-organized with multitasking and prioritization skxxxxxxls that optimize resources to achieve outstanding results.

    Decisive leadership, strong people management, and exceptional interpersonal communication skxxxxxxls that inspire confidence whxxxxxxe forging teamwork synergies with colleagues and subordinates across diverse ethnicities.

Key Expertise

IT & Project Management

    Concurrent Program/Project Management

    Business Needs Analysis

    PERT/CPM Charting

    Agxxxxxxe/Scrum Methodologies

    Project Budget Administration

    Data and System Security

    Post-Project Implementation Support & Performance Review

Sales Management Support

    Customer Service Management

    Relationship Management (Customers, Public, & Suppliers)

    Consumer Banking Portfolio Management

Financial Management Support

    Profitabxxxxxxity Management

    Payment Processing Systems Management

    Banking Services Management

Business Management

    Strategic Planning & Execution

    Operations Management

    New Business Development

    Process/Workflow Improvement

    Inter-Office/Agency Coordination & Communication

    Policies & Regulatory Compliance

    Staff Supervision & Development

    Records & Document Management

    MS Office, & MS Project

    Emaxxxxxx/Webmaxxxxxx, Web Research, Social Networking, & Online Collaborative Computing

Professional Experience

Discover Financial Services: Ÿ Riverwoods, XXXXXX

    Liaise between banking partners and technology departments to resolve issues that affect customers and field agents.

    Redesign and execute new incident management model to improve efficiency in the resolution process.

Achievements to date:

    Automated and streamlined Service Now to improve performance metrics. Improved internal and external communications flow resulting in shortened resolution times of customer service issues from weeks to days.

    De-clogged cases to 75+ incidents after cleaning-up database and prioritizing on legacy items.

Project Management

    Repositioned the Project Management Office (PMO) to deliver value through prioritized case management and improved utxxxxxxization of technology resources. Coordinated annual project planning processes across 5 business units

    Collaborated with executives to manage mission-critical business priorities.

    Implemented a consistent strategic planning process that streamlined annual planning process

    Partnered with technology to deliver annual resource plan (technology and FTE alignment)

    Delivered several critical business projects in direct support of EVP strategy for CB

Communications

    Collaborated with CB EVP and his Chief of Staff (COS) to identify opportunities to improve and develop robust communication strategies for internal groups and with clients and business partner.

    Developed processes to meet communication content requirements, track progress, and recommend solutions for improvement. Developed new online channels recognized best in class by Enterprise Communications with performance surveys that yielded as much as 99% satisfaction.

Operations Management

    Co-Chaired the Engagement Committee to improve engagement across CB organization.

    Led a group of 60+ volunteers in developing and executing corporate events and initiatives.

    Executed more effective and transparent committee structure to CB leadership to improve group efficiency and effectiveness focused on endeavors that drove successful engagements.

    Collaborated with HR to identify leadership improvement opportunities for a 2014 Employees Opinion Survey (EOS)

- 398 Marsexxxxxxle St.Ÿ Xxxxxx, XXXXXX xxxxxx ( (xxx-xxx-xxxx * abc@xyz.com

Professional Experience (continued)

Discover Financial Services: Ÿ Riverwoods, XXXXXX (continued)

    Provided strategic leadership in day-to-day operations and project management with oversight in portfolio planning for 900+ annual projects. Responsible for project management methodology, PPM tools, and governance.

    Managed and developed FTE and contractor direct reports both onshore and offshore.

    Maintained and supported portfolio management prioritization, planning, and resource scheduling

    Led and oversaw project management training and enterprise communication.

Achievements:

    Developed and implemented executive KPI s for project portfolio data.

    Redefined and updated the portfolio planning process to ensure priorities resource management.

    Developed and executed a PPM tools roadmap to help mature the project management practices.

    Defined and implemented Agxxxxxxe strategies focused on tools, controls, user training, whxxxxxxe developing a user community to promote ownership.

    Executed technical strategies and programs for payment services, core processing integration of Diners Club International (DCI), client application, data management, and global expansion initiatives.

    Managed technology interface for all new business agreements as well as mergers and acquisitions.

    Managed critical components of program to support technical integration of DCI s payment network onto DFS processing platforms.

    Established a reporting system for business operations on system issues, resolution tracking, and project management.

    Selected to support the CIO first as the leader of Information Technology, and then subsequent transition to lead Payment Services organization.

    Assisted the CIO in senior and executive management, enterprise-level internal and external communications. Strategic project management research and coordination, and corporate presentations to the Executive Management Committee, Board of Directors, and Officers Meeting.

    Collaborated with Investor Relations in providing external communications.

    Managed projects for the PMO, coordinating departmental and enterprise resources that ensure deliverables in information security for enterprise deployment were met within budgets, timelines and expected outcomes.

Walgreens Ÿ Deerfield, XXXXXX

    Managed the installation, configuration and administration of network security systems, ensuring system user protection against virus and malware in workstations, servicers and online transactions.

    Administered several core systems such as Lotus Notes, Mainframe, AS400, and Shiva/VPN.

Education & Credentials

    XXXXXX FOREST GRADUATE SCHOOL OF MANAGEMENT Ÿ Xxxxxx Forest, XXXXXX (2010)

MBA, Global Business

    NORTHERN XXXXXXLINOIS UNIVERSITY Ÿ DeKalb, XXXXXX (2000)

B.S. in Business Management

Awards & Recognition

    Junior Achievement: Fourth Grade Classroom Instructor, Xxxxxx, XXXXXX ( 2006 2008)

Professional Affxxxxxxiations

    Fundraising Chairperson, Board of Directors: Chxxxxxxdren s Outreach Vocational Education Alliance, Libertyvxxxxxxle, XXXXXX (2013 2016) Increased funds raised by 88%

    Big Sister: Big Brother Big Sisters, Riverwoods, XXXXXX (2011 2012)