Project Manager Customer Service

JUANITA STROTHER **** Highland Parkway Fairburn, GA 30213

404-***-**** ab96uc@r.postjobfree.com

http://www.linkedin.com/in/juanitastrother

CAREER ACCOMPLISHMENTS

** ***** ********** ** ******* Product Implementations to include new and upgrade software and

ATM Hardware installations for Bank of America in the state of Georgia.

Sr. Project Manager for EFT Software Products for approximately 80 small and 25 large scale

financial institutions throughout the United States.

Managed System Developers for EFT products to include Voice, Online Banking, Shared Branch,

ATM, Debit Cards, and Credit Cards at Over 45 Credit Unions annually.

Designed and Customized Imaging Software Training for over 40 Financial Institutions utilizing

IACET standards and ADDIE system approach for adult learners.

Sr. Financial Analyst - Created and Executed a Vendor Invoice Database to handle payment of over

5 million dollars in out of scope invoices annually.

Core Knowledge & Skill Areas:

Training/Facilitating Customer/Client Relations Documentation

Planning and Organizing Research/Analysis Product Development

Soft Skills

Stress Management, Self-Awareness, Detailed Oriented, Motivated, Persistent, and Resilient.

Technical Skills

Software: Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Access) Lotus Notes,

Compass, MS Projects, SAP, SQL, Visio, Crystal Reports, ACT, and SharePoint.

Operating Systems: Windows 7, NT Server, Unisys LX Mainframe, MCP, Base24,

Connectivity: PC Anywhere, Picture Talk, VPN Connectivity, WebEx, Skype, Internet Proxy,

Bomgar.

Training Modules: Adobe Captivate, Compass, iLinc Learning System, Halogen, Flex, Camtasia Studio

Other: Social Media (Twitter, YouTube, LinkedIn, and Facebook)

PROFESSIONAL EXPERIENCE

Cash Management Supervisor Loomis Armored, Atlanta, GA May, 2010 –Present

• Supervise 17 tellers who are responsible for processing deposits, preparing change orders, and using

specialized counting equipment for currency verifications.

• Manage day-to-day work flow to ensure all work is completed and all check image file are transmitted by

the scheduled deadlines.

• Conduct interviews and make hiring and firing decisions as needed.

• Mentor and train new employees.

• Prepare moderately complexed reports for executives and conduct surprise teller audits.

JUANITA STROTHER PAGE 2

Check21 Image Trainer Open Solutions, Inc., Glastonbury, CT 2008 – 2009

• Developed 8 individualized check21 course curriculums for Image training for Banks and Credit Unions.

• Created and conducted needs assessment with each financial institution, set up individualized training, and

guided institutions through the training process.

• Conducted web based Check21 software training for over 45 Credit Unions and 20 + Banks throughout the

United States using iLinc LMS.

• Performed onsite classroom training at 16 + Banks and Credit Unions by planning and organizing course

curriculum to satisfy contract agreement.

• Coordinated all training logistics (calendar, registration, attendance, facility setup, computer readiness, and

content execution) in conjunction with the client’s schedule to eliminate scheduling conflicts or training

delays. Conducted all training via IACET standards and guidelines.

Sr. ATM Application Support Specialist Open Solutions, Inc. Glastonbury, CT 2007 – 2008

Analyzed and resolved EFT customer support calls for credit unions using the FiTECH EFT Software.

Resolved TCCUS-SME client support calls within the area of Banking Deposits to include all member

service related issues.

Logged, tracked, and managed incoming customer support calls daily; resulting in 18% increase in

customer satisfaction scores during 4th quarter 2007 and 1st Quarter, 2008.

Trained Credit Unions to independently troubleshoot SME banking product, thus making them more

efficient in their day to day operation.

Consistently maintained high quality of customer service for all legacy and TCCUS-SME clients by

attending ongoing training sessions.

eCommerce Project Manager/Support Rep Open Solutions, Inc. Glastonbury, CT 2003-2007

• Conducted full life cycle implementation of all eCommerce software installations. The installations

included: Internet Banking, ATM Cards, Debit Cards, Credit Cards, and Shared Branch.

• Analyzed and resolved more than 20 EFT support cases per week to maintain (SLA) service level

agreements for clients using proprietary software.

• Conducted Cavion and Digital Insight Homebanking Software integrations.

• Interacted daily with Client Care Representatives to maintain high level of customer satisfaction, by

working together to resolve common issues.

eCommerce Manager/ATM Project Mgr. Liberty FiTECH Systems Inc. Atlanta, GA 2000 –2003

• Successfully installed more than 20 new ATM and Debit Card software Installation projects, on an annual

basis, for credit unions throughout U.S to include vendors such as: First Data, PSCU, USBank (Elan),

Certegy, Cavion, Digital Insight, and EDS, Shazam, eFunds, TransFunds, CUSC, Coop Network and MAC

STAR.

• Streamlined process for managing new credit union conversions to include updated documentation.

Effectively crossed trained internal staff within the department based on specialty and strengths.

• Managed full life cycle of all software implementations staying within budget parameters while

simultaneously meeting the needs of the client and consistently exceeding company revenue goals.

• Set up and monitored technical training series for all new Development associates to increase longevity and

maintain efficiencies for new programming staff.

ATM Sr. Financial Analyst Bank of America, Atlanta, GA 1997-2000

• Analyzed, reconciled, and managed payment of ATM Vendor out-of-scope invoices totaling 5 million yearly

to include NCR, Diebold and Fujitsu equipment. Monitored expenses and budget spending for compliance,

accuracy, and reporting.

EDUCATION AND CREDENTIALS

Bachelor of Science Degree in Education

University of South Alabama – Mobile, AL

Professional Training/Certifications and Affiliations

Six Sigma White Belt - Jan. 2011, Six Sigma Yellow Belt 2012, PMP Training Complete

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