Project Management

Susan Maloni **** Boulder Drive ? Sykesville, MD *1784

240-***-**** ? *******@*****.***

management Profile

. Accomplished professional with combined leadership success in

relationship management, operations, project management, and financial

analysis. Proven talent for managing diverse projects in unfamiliar and

international operational/administrative environments while providing

measurable results.

. Expert in developing and managing productive working relationships with

business clients, vendors, contractors, consultants, staff, and others.

Cooperative mindset focused on clarity and progress. Superb

communication, negotiation, and interpersonal skills; able to build

rapport with diverse, multi-cultural workforces and collaborate

productively with diverse groups to achieve business objectives.

. Highly analytical with superior problem-solving skills and demonstrated

talent for identifying, scrutinizing, improving, and streamlining work

processes; practiced in making sense out of complex environments and

executing solutions to advance processes and maximize financial results.

. Talent for inspiring quality team performance while coordinating

initiatives in deadline-driven, customer-focused environments. Keen

understanding of commercial business priorities and systems methodologies

that achieve quality production and cost. Strong knowledge of credit card

industry.

. Relationship Management . Operations Management . Project

Management

. Process Improvements . Staff Training and Development .

Strategic Leadership

. Customer Service . Corporate Communications . Financial

Analysis

Microsoft Windows Suite, HTML, Dreamweaver, Proprietary Software

Professional Experience

Community Mortgage, Mt. Airy, MD, 1/05-present

Consumer residential mortgage broker specializing in conventional,

government, and reverse mortgage loans; $10M in annual volume; 10

employees.

Operations Manager

Developed thorough understanding of the business and attained Loan

Originator License; completed pre-licensing courses and passed the Title

Producer's License exam. Maintain current knowledge of industry; ensure

compliance with federal/state policies and Home Mortgage Disclosure Act

requirements; communicate with staff on industry-operating regulations,

lending programs, policies, and procedures. Trained loan officers.

. Sourced and cultivated strong relationships with 80% of current lender

base.

. Initiated and launched FHA government loan program in partnership with

the President and Accounting; quickly generated 40% of loan volume and

significantly enhanced revenue stream.

. Identified, assessed, and forged numerous lender and consumer

connections, including partnerships with FHA-qualified lenders;

maintained broker agreements with wholesale lending institutions.

. Streamlined operations, attending to all the details; improved the new

hire process; created and updated new Employee Handbook and Policy and

Procedure manuals; established standard operating procedures.

. Created and maintained company Web site; initiated self education on Web

site design and development; designed logo in collaboration with the

President.

First Data Corporation, Hagerstown, MD, 3/97-1/05

Global technology and payments processing leader serving millions of

consumers, 5 million merchant locations, and 2,000 card issuers and their

customers; $9.3B in annual revenue.

Product Director (7/04-1/05)

Recruited to newly created product group to oversee strategic review of all

products across the U.S. and U.K. Conducted business process analyses,

market and client needs assessments, and preliminary cost/benefit analyses

to align IT solutions with business initiatives. Managed cross-functional

teams and interfaced extensively with internal/external clients on

business/system requirements for project enterprise.

. Developed economic feasibility and business case studies on

market/products; assessed opportunities for strategic fit. Managed

product budget and provided case results for cost, revenue, and expense

savings.

susan Maloni 240-***-**** ? *******@*****.*** ? Page 2 of 2

Director, International Alliance Support (9/00-7/04)

Conceived and spearheaded the development of a centralized relationship

management team to serve as first point of contact for payment solutions

and invoice billing to First Data International, Lloyds TSB, and Halifax

Bank of Scotland. Managed platform One Pager and Change Control process.

Reported expenses, salary, and bonus requirements. Hired and supervised two

account managers. Reported to international business owners.

. Drove revenue enhancement strategies and led all platform/product

enhancements. Initiated new improvements and streamlined processes,

working extensively with banks and U.K. operations team.

. Ensured timely resolution of platform production issues with minimal

impact to customers.

Director, Lloyds TSB International Project (5/00-9/00)

Elected by project managers as Team Lead to continue deployment of project

internationally. Led strategy that streamlined communications and overall

project management. Quickly gained knowledge of all user community groups.

Oversaw six project managers. Reported to Senior Vice President.

. Reinvigorated project to meet client/corporate demands; directed

operational administrative logistics and implemented extended work

schedules and virtual workspaces to keep project on schedule, within

budget.

. Coordinated all user activities during acceptance and regression testing,

including user input requirements for each test day in both the U.S. and

U.K.

. Drove operational performance in the U.K. for value-added engagements;

delivered training, presentations, and detailed overviews of systems and

products during all project phases of definition, test planning, user

acceptance testing, implementation, and post deployment.

. Exercised vigilance in operational transparency, eliminating potential

for error by organizing and updating all project data for clear, accurate

status for clients and corporate management.

. Identified and remedied problems, collaborating extensively with senior

management and IT; successful efforts prompted enthusiastic praise from

management and colleagues.

Project Team Leader (3/97-5/00)

Recruited to convert the first full service processing banks nationally and

took on additional responsibilities of managing the operations team.

Defined project and operational team resources. Oversaw four project

managers and 14 operations staff members.

. Facilitated conversion of three full service processing banks with

minimal impact as Operations Manager.

. Led successful execution of project development and deployment, managing

all facets including planning implementation and post evaluation.

. Ensured proper testing of systems within specifications by developing and

implementing User Acceptance Testing requirements.

. Successfully addressed and fulfilled project needs working closely with

Conversion Teams and Systems Development in defining Statements of Work.

. Helped Accounting Project Management Team set up accounting operations

and general ledger system.

Paymentech, Dallas, TX, 3/94-3/97

Leading bankcard acquirer and transaction processor with three major lines

of business: retail point-of-sale, direct response payment processing

services, and third-party transaction authorization services.

Associate Director, Portfolio Conversions

Account manager, ISO Sales Support

Education Licensure Professional Development

Bachelor of Science (BS), Finance, University of Maryland, College Park, MD

Associate of Arts (AA), Business Management, Montgomery Community College,

Tacoma Park, MD

Loan Originator License, Maryland, 2007

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