Manager Project

Gwendolyn Price-White

Dedicated service operations manager with 20+ years of experience in operations processes in service delivery

settings. Consistently achieve record-high improvements to the bottom line and turnaround of underperforming operations.

Respected builder and leader of organizational-focused teams; instill a shared, enthusiastic commitment to entry level

personnel as a key driver of company goal attainment. Lead by example and ensure the execution of all employee relations,

deadlines, quality and operational policies are followed and met.

Areas of Expertise

Professional Experience

Mintel International Group is a global supplier of consumer, media and market research.

Director of Operations, 11/06 to present

Production Manager, 10/05 to 11/06 (Promotion)

Responsible for overall direction and leadership of the U.S Operations for 4 consumer marketing products offered by Mintel,

which includes organizing, directing and leading the U.S. Operations processing department with three direct reports and

approximately75 content data analysts.

Selected Contributions:

Promoted to the U.S. Comperemedia Executive Team in 2007.

Generated savings of $400K in production unit realignment of regular staffing to agency staffing.

Reduced staff turnover by 15% in 2007, benchmarking a record-setting improvement in staff retention due to the success of

employee-development and effective training programs.

Served on special taskforce charged with outsourcing of scanning department which required transfer of employees, IT

infrastructure and relocation of equipment to partner facility without interruption to clients or current workflow.

Suggested and initiated the need for Quality Assurance team regarding data being captured and reported to clients, this

resulted in 98% accuracy rate of data being checked and audited.

Assigned additional product to enhance efficiencies regarding quarterly delivery of data, improved timely collection of data by

50%.

Independent payment processing and statement presentment services provider, handling more than 2.1 billion paper and

electronic transactions annually.

Senior Operations Manager

Responsible for day to day activities for the retail remittance processing operations for all functional areas of second and

third shift, which included management of four direct reports and approximately 60 retail remittance processors.

Selected Contributions:

Transformed operation turnaround time on processing payments by creating sort methodology for sorting equipment

enabling workforce cross-training.

Implemented changes in production workflow to enhance overall deadline delivery to customers by staggering employee

work times.

Implemented quality reporting per shift to enhance communication of errors reported by clients, resulted in 20% decrease in

errors.

HARRIS BANK AND TRUST COMPANY Chicago, IL. 01/99 to 11/04

Senior Operations Officer – Service Delivery 12/02 to 10/04

Responsible for leadership of small call center team of two unit managers and approximately 20 Customer Service Research

Representatives resolving client inquires for retail banking, wholesale lockbox, and check processing clients. Handled

research and fulfillment of client-initiated requests generated from Cash Management Services.

Selected Contributions:

Met and exceeded Service Level Agreement Standards with 99% turnaround for resolving inquiries within one day of client’s

inquiry.

Created proven methodology that managed staff to volume, with no impact to internal or external clients.

Senior Operations Officer – Wholesale Lockbox Section Manager, 01/99 to 12/02

Selected Contributions:

Surpassed quality ratio standard of 1/7200 to 1/23000.

Exceeded year over year budget requirements by 15% - 20%.

Implemented workflow improvement to deliver on-time processing for deadlines by staggering staff start times.

Progressively promoted to more increasingly responsible positions within management roles, that consistently presented

challenges in turnaround of operational efficiencies.

Senior Operations Officer – Wholesale Lockbox 12/98 to 1/99

Implemented client change process for processing changes effective during processing day to allow clients changes to be

implemented within 24 hours of request.

Exceeded processing requirements for off shift deposits to Federal Reserve by consistently depositing 60-75% of dollar

volume.

Senior Operations Officer – ATM Deposit Processing (Promotion) 09/97 – 12/98

Selected Contributions:

Assigned to assist project manager with assessing equipment processing needs and system requirements for new and more

efficient deposit processing ATM system.

Developed and implemented department procedures for empty envelopes being deposited to eliminate risk of fraudulent ATM

deposits.

Senior Operations Manager – Vault Deposit Processing (Promotion) 09/95 – 09/97

Selected Contributions

Integrated tracking system for corporate cash deposits being processed by using bar coding system to track all deposits

being processed.

Suggested purchase of automatic currency counting machine for more effective and efficient processing of large corporate

deposits.

Operations Manager – Wholesale Lockbox (American National Bank) 12/85 to 9/95

Selected Contributions:

Contributed to bottom line of cost savings by realigning full-time workforce with part-time workforce.

Implemented change management procedures that allowed operations unit to adhere to client request in a timely manner.

Education

Bachelors of Science in Business Administration – Concentration Finance

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