Project Manager Customer Service
Resume:
Charlene L. Sherman
********.*******@*****.***
Pittsburg, CA 94565
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SUMMARY OF QUALIFICATIONS/SKILLS
Project/Program Management Professional with over 20 years of experience
and successfully building and leading high performance, operational and
project teams for a top Fortunate 500 company. Strong qualifications in
project management, operations, customer service and communications, with
solid record of capturing significant cost reductions through process
redesign and performance enhancement. Skilled at building and fostering key
business partnerships to develop productive cross enterprise alliances.
Excellent Business Management skills; ability to develop and implement
business strategy, effectively coordinate and work across multiple lines of
business and teams to drive transformation and achieve results.
Strong leadership, communication and project management skills (technology
and process driven projects using Six Sigma, Agile, Waterfall method)
Strong knowledge of Risk and Compliance framework
Excellent research, analysis, and problem resolution abilities while
providing high level of customer service
Excellent Computer skills (Word, Excel, Power point, Project, Publisher,
Visio, Flagscape/Vignette website, Sharepoint, Discovery, Clarity, PPRT,
PCM)
Developed Successful Associate Engagement and Communications Strategy Plans
and Event Planning and Coordination
Exceptional verbal/written communications (Knowledge Channel Broadcast,
event planning, newsletters, web site, Sharepoint and Discovery
administrator, associate programs, executive communications)
PROFESSIONAL EXPERIENCE
Bank of America, Vice President- Program Manager - Cross Functional
Initiatives
APR 2011-NOV 2012
Program Manager: Responsible for managing (3) Project Managers and leading
efforts supporting Rules and Standards Projects in both technology and
process driven projects. Responsible and accountable for the coordinated
management of multiple related projects directed toward strategic business
and other organizational objectives in accordance with Federal and
Regulatory laws that govern lending/home loans/government assistance
programs.
Executed and maintained program management processes and disciplines in the
areas of: program schedule and quality management; communications
management; human resource management; cost management; system and
technology implementation management; risk / issue management; change
management
Build credibility, established rapport, and maintained communication with
stakeholders at multiple levels, including those external to the
organization
Defined and initiated projects, and assigned Project Managers to manage
cost, risk, schedule, and performance of component projects, while working
to ensure the ultimate success and acceptance of the program
Maintained continuous alignment of program scope with strategic business
objectives, and make recommendations to modify the program to enhance
effectiveness toward the business result or strategic intent
Coached, mentored and lead personnel within a technical team environment
Present periodic Dashboard reports on the current program, future
opportunities and client issues
Understand and stay abreast of current lending laws and practices and how
they affect business
Bank of America, Vice President -LAS Retention Services Program
Enhancements
JAN 2010-APR 2011
Senior Project Manager/Interim Program Executive Manager: Responsible for
managing (5) direct reports (Senior Project Managers) and leading a team of
26 Project Managers supporting end to end project management for Home Loan
Retention Initiatives for the Line of Business and the Program Management
team. Adhere to and lead team effectively through proper Project Management
practice.
Managed a portfolio of change initiatives to support corporate business
strategies in accordance with Federal and Regulatory laws
Build strategic partnerships to define business case and design and
implement changes for people, process and/or technology to ensure quality
and sustained business outcomes in accordance with Federal and Regulatory
laws
Partnered with the business to execute changes to business processes,
people, and/or technology n accordance with Federal and Regulatory laws
Coach to and reinforce the development of an innovative and integrated
business planning and change capability skill set
Established and effectively leverage organization or LOB governance to
manage portfolio/program performance (on time, on budget, risk, quality,
adoption) within governance policy framework
Partnered with Executive Business Sponsor(s) and Stakeholders to manage
escalated issue resolution, risk mitigation concerns, and remove roadblocks
to success throughout the life cycle of the project
Bank of America, Vice President- Home Loans and Insurance
AUG 2009-JAN 2010
Senior Project Manager: Responsible for managing the day-to-day project
activities effectively utilizing project management practices, tools and
the ECMS methodology to achieve stated division goals.
Change Manager for Insurance Portfolio- Project:
Condo Insurance Database Tracking
Mortgage Protection Post Transition Cleanup
ISG International Insurance Restructure Project - Balboa Insurance Company
Escheat Letters Due Diligence Process- Balboa Insurance Company Accounting
Department
Integrated Actuarial Data Project- Balboa Insurance Actuarial Team
Bank of America, Vice President- Countrywide Transition
JUL 2008-AUG 2009
Project Manager: Responsible for managing daily project activities
effectively utilizing standard industry wide project management practices
and Six Sigma methodology (DMAIC) to achieve stated Transition and Line of
Business objectives. Lead all quality checkpoints/tollgates.
Lead/Support Execution and Implementation phase for Countrywide Transition
Staff Support (Charter Collapse/ Commercial Risk Rating, Attorney General
Workgroup, Global AML-Economic Sanctions)
Facilitated meetings with cross functional participants and obtaining
commitment of appropriate Subject Matter Experts
Ensured development & execution of the work breakdown structure (work plan)
and completed other project documents as required by the project.
Including accountability for budget, forecast and actual results
Maintained relationships with key stakeholders and effectively communicate
status, issues, identify risks, and establishes risk mitigation strategy
plans
Bank of America, Vice President- Transaction Services- National Business
Support SEP 2004-
JUL 2008
Associate Engagement and Communications Manager- Responsible for projects,
executive, and associate engagement and communications for Payment
Processing Services. This position required coordination and close
interfacing with various executives, senior leaders, and key business
partners across all lines of business. Responsibilities included
development, delivery and effectively managing associate engagement and
communications across many areas of the organization, managing multiple
priorities, division projects, maintaining division communication plans,
associate survey plans, associate training and management routines.
Successfully produced internal television broadcasts (wrote script and
developed graphics)
Responsible for development and delivery of communication plans for
nationwide high profile division projects
Responsible for division web site, executive newsletter and email blast
messages (Vignette, Sharepoint and Discovery Administrator)
Successfully planned national meetings and events working closely with
Corporate Event Planning (Event Management)
Developed project communications and training strategy and materials for
Remote Image Capture, Incentive plans, META staffing tool, Customer
Experience, Retention Associate Satisfaction Survey and HR related
initiatives.
Lead Nationwide K-Performer Project
Responsible for Associate Satisfaction and Engagement, maintaining survey
database, analyzing results and implementing effective actions plans to
improve associate satisfaction. (6% increase in associate satisfaction
scores)
Implemented Reward and Recognition Program to help boost senior leader
participation
Lead nationwide associate new hire and on boarding activities
Bank of America, Vice President- Senior Operations Site Manager-
Transaction Services- Check Operations - San Francisco
MAR 2004- AUG 2004
Successfully lead team of 5 Operations Managers and 100 associates on staff
Responsible for Staffing, Workforce Reduction, Compensation, Incentive
Planning, Talent Planning, Performance Management and Projects
Lead Project to reduce paper, reduce equipment and streamline check
processing resulting in 250K annual save and Six Sigma Green Belt
Certificate
Ensured proper controls were in place avoiding exposure to risk/loss while
ensuring compliance with corporate guidelines
Implemented robust performance standards to improve productivity, associate
growth and development
Implemented Recognition and Reward Program and Incentive Plan to improve
Associate Satisfaction
Bank of America, Vice President- Senior Operations Site Manager-
Transaction Services- Research and Adjustments- San Francisco
1999-2004
Successfully lead team of 6 Operations Manager and 150 associates on staff
Responsible for Staffing, Workforce Reduction, Compensation, Incentive
Planning, Talent Planning, Performance Management
Successfully managed FTE to volume in accordance with unit staffing plans
Improved associate engagement, satisfaction and moral resulted in an 85%
associate satisfaction (survey results)
Performed back up manager role for Regional Executive
Ensured proper controls were in place to avoid potential exposure to
risk/loss while ensuring compliance with corporate guidelines
Bank of America, AVP- Call Center Site Manager- Card Services- San
Francisco
1997-
1999
Successfully lead, coached and developed (5) Team Managers and a staff of
75 associates
Bank of America, AVP- Project Manager-Card Services- San Francisco
1997-
1997
Lead 6 month project to build out new nationwide Debit card Call Center
developed business, financial and project plans working closely with Risk,
Compliance, Legal, Vendors, Technology, Training and Line of Business.
Bank of America, Officer- Team Manager- Online Banking-- San Francisco
1995-1997
Bank of America, Customer Service Representative- Customer Call Center-
Pleasant Hill
1990-1995
EDUCATION
Florida Institute of Technology- MBA-Project Management (Graduating Fall
2013)
Saint Mary's College-BA-Business Management
Diablo Valley College-AA-Liberal Arts
CERTIFICATIONS
Six Sigma Greenbelt with Lean
PROFESSIONAL DEVELOPMENT
Corporate Day One New Hire Training Program Facilitator
Team Bank of America: Diversity Network President 2002-2003
Women Unlimited TEAM Program
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