Project Manager Customer Service

K. Alyson Pridgen

**** ********* ***** **. ? Providence Forge, VA 23140 ? 757-***-**** ?

abmuw2@r.postjobfree.com

Career Highlights

. Led efforts around the creation of "SEA", a database that now houses

all of the operational issues around client complaints and suggestions

for the Client and Executive Services Group at Wachovia Securities.

. Created risk and financial models for the Client and Executive

Services Group of Wachovia Securities that provided guidance to Senior

management on steps that would need to be taken to ensure adequate

integration with the A.G. Edwards business model

. Managed monthly data and production analysis and reporting at Wachovia

Securities, creating presentations utilized by the COO for high

profile meetings. Recognized by COO saying "the firm leaders are

extremely pleased with our preparation and would like for our method

to be implemented firm wide as a best practice."

. Developed short and long term operational plan for the Wachovia

Securities and A.G. Edwards merger using market trends, best practices

and extensive cost analysis for the Client and Executive Services

Group

. Promoted to Lead Analyst at the Federal Reserve Bank of New York after

4 months of employment

. Promoted to Senior Analyst at Wachovia Securities after 6 months of

employment

EXPERIENCE

May 2009-Current The Federal Reserve Bank of New York

Richmond, VA

Lead Operations Analyst

. Collaborated with Senior management on the implementation of a new

contingency program for international clients

. Prepare and publish holdings reports with daily analysis for group

wide distribution including Board of Governors

. Collaborated with team of three on monthly and quarterly analysis of

Key Risk Indicators publishing a report for Senior management

. Manage day to day operations working with customers, third party

dealers and management

. Provide written summaries for management detailing the findings of

monthly Risk reports and Risk Event reporting

. Awarded an "On The Spot" award for suggesting a solution to a major

operational issue to senior leaders within the group that will be

implemented by management

. Trained lesser experienced staff and created procedures on a variety

of operational functions within the organization

May 2009-Current Cedar Valley Farm, LLC

Toano, VA

Consultant

. Support owners of the business in multiple functions such as financial

analysis and planning

. Created and currently maintain website

. Assist in purchases and sales of client sport horses

. Assist in the strategic planning for the overall business providing

financial models and business plans for owners

May 2007-April 2009 Wachovia Securities

Richmond, VA

Senior Data Analyst

. Created and published reports on a daily, weekly and monthly basis;

performed ad hoc reports for managers and directors

. Created and maintained databases to track performance and operational

metrics.

. Assisted in the creation of the Service Governance Board which brought

together senior management who worked at solving client issues that

could lead to risk and exposure to the firm

. Promoted to Senior Analyst within an eight month period, performing

dual roles in quality control for operations and data analysis.

. Conducted functional analysis and testing of current policies and

procedures around correspondence quality which resulted in the

creation of templates and metrics for distribution throughout

Wachovia's Richmond and Charlotte offices

. Created correspondence quality benchmarking process and metrics

utilized by over 250 associates. This enabled improved communication

and a 27% increase in production.

. Streamlined the customer service process, improving customer issue

response times by 25%

August 2006- February 2007 William & Mary Field Consultancy Program

Williamsburg, VA

Strategic leader for Northrop Grumman Consultancy Project

. Prepared entire time line with benchmarks and milestones for the

project using MS Project

. Created and maintained a budget in coordination with client's requests

. Crafted and recommended strategy to increase profitability by 22% and

bring Northrop Grumman $4 million out of the red.

. Analyzed functional business unit policies and procedures, ensuring

efficient and effective testing of their system cards.

. Served as project manager for a team of nine, conducting extensive and

high level financial models for 57 scenarios to assist the executive

team of Northrop Grumman to figure out cost savings and profitability

for submarine cards.

. Conducted extensive market research and analysis into the commercial

market and government market entry.

May-August 2006 Department of the Interior

Washington, DC

Analytical Project Leader

. Led the creation of a Capability Maturity Model, for the CIO's office,

for over 120,000 employees in the records program increasing

effectiveness by 30%. This was recognized and was suggested to be

utilized as a benchmark government-wide.

. Collaborated with the strategic team to create a plan for improving

the Department of the Interior's responsiveness to Freedom of

Information Act (FOIA) requests; this plan was published and adopted

as a "Best Practices" model for the rest of the government agencies.

. Selected to serve as the project leader for the implementation of a

process to monitor internal and external database accuracy, including

budgeting and implementation.

. Prepared the budget for the CIO office for FY 2008, liaisoning with

over 25 individual offices and bureaus within DOI to ensure that all

programs were included.

. Managed all aspects of the Bureau records schedule tracking project,

including development of project plan, budget, timeframe, and resource

list. Gained approval for project plan from senior-level staff and

ensured completion of deliverables

. Collaborated with the Bureau of Land Management to ensure regulatory

requirements were met by energy companies in Virginia and Maryland.

The processes that were created were ultimately spread nationwide.

June 2004-August 2005 Cedar Valley Farm

Toano, VA

Equine Facility Manager

. Managed daily nutrition and exercise regimens of a sport horse

facility comprised of 50 horses

. Managed staff schedules and duties

. Created and maintained Cedar Valley Farm website

. Created financial models to assist owners of business in achieving

profitability

June 2003- April 2004 The Conrad Firm, PC

Richmond, VA

Legal Assistant

. Managed the correspondence with our corporate and regulatory clients

. Led efforts to hire new legal assistants and paralegal aids;

eventually finding my own replacement

. Performed all of the billing duties for two of the attorneys using

TABS software

. Reformatted billing cycle and improved time efficiency of this cycle

by 50%

. Performed extensive research for regulatory attorneys around various

utility companies statewide

Technical Expertise

. Extensive experience with MS Project, Excel, Access, Powerpoint and

SharePoint

. Experience creating financial and statistical models

. Experience using Taleo, SAS, Crystal, SQL, Hyperion and SPSS

. Bloomberg training and experience using for a variety of needs

EDUCATION

THE COLLEGE OF WILLIAM AND MARY

Williamsburg, VA

Mason School of Business Administration

Master of Business Administration Degree, May 2007

. Elected Consulting Field Study Project Team

Leader (Northrop Grumman)

. Elected Marketing Consulting Team Leader

(Manhattan Associates)

. Elected Yorktown Victory Run Team Leader

JAMES MADISON UNIVERSITY

Harrisonburg, VA

Bachelor of Arts, Psychology, May 2003

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