Project Manager Customer Service
Resume:
Pamela Davis
Email: abpatx@r.postjobfree.com
Address: *** ***** *****
City: Eldersburg
State: MD
Zip: 21784
Country: USA
Phone: 410-***-****
Skill Level: Management
Salary Range: $80,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
PAMELA F. DAVIS
851 Margo Court, Eldersburg, MD 21784
Email : abpatx@r.postjobfree.com
PROFESSIONAL EXPERIENCE
CITI/CITIFINANCIAL/ONEMAIN FINANCIAL 2002 - 2012
Vice President, Operations Manager - Symphony Project
April 2007 - September 2012
Manage business operations for a $120mm, five-year technology project, referred to as the Symphony Project, tasked with the design, deployment and implementation of a new lending platform, a loan application and servicing application website and an intuitive lead management program.
Ensure the Symphony Project`s compliance with Citi policies by developing and overseeing all necessary plans and processes, including the Continuity of Business Plan, Symphony Playbooks, Quality Process Improvement, Quality Assurance Testing, Vendor Management, Voice of the Employee, Training Management and several other programs designed for compliance and team-building.
Agile Project Manager of projects within the project such as: the Functional Integration Advisory Team, which reviewed and approved all requirements for the new systems; Baselining Project Team, which determined high-risk system functionality that required continual baseline testing and created a testing plan; and the Compliance Workgroup, which ensured that on-going legal and compliance changes were being included in the implementation of the systems, through a Change Control Committee.
Training Workstream Team Lead for the Agile Transformation Project, as well as a member of the Agile Center of Excellence (ACE) Team.
Planned and facilitated Steering Committee Meetings, Project Update Meetings, Town Halls and other project status presentations.
Responsible for all Symphony Project reporting for both the Business and Technology leadership teams.
Assistance Vice President, Senior Compliance Control Analyst
October 2005 - April 2007
Supported business unit and compliance management in ensuring compliance with applicable laws and regulations and served as a focal point for resolution of compliance related issues.
Collaborated with and influenced compliance management and members of the Compliance Risk Monitoring team to implement reporting and escalation protocol.
Managed Anti-Money Laundering tracking and regulatory reporting for the entire CitiFinancial branch network.
Summarized complex information in a concise manner; analyzed issues, developed solutions, and presented alternatives to senior management in the areas of systemic controls within our lending system and other practices pertaining to fair lending, HMDA reporting, fraud and suspicious activities.
Performed all analysis and reporting to support both Legal and Compliance on high profile special projects.
Implemented testing and reporting of internal audit-identified issues, fulfilling commitments made to regulators as a result of the FRBNY Consent Order.
Facilitated Compliance-managed committee meetings, including U.S. and Canada Compliance Workgroups and Weekly Compliance Committee Meetings.
PROFESSIONAL EXPERIENCE (CONTINUED)
Regulatory Legal Analyst
August 2001 - October 2005
Facilitated all federal regulatory agency (i.e. FRBNY, FTC) requests by scheduling review meetings, drafting responses, producing final reports and tracking all examination deliverables.
Facilitated the Remedial Measures Program Task Force and the Executive Oversight Committee by scheduling meetings, drafting minutes and maintaining documentation of progress in compliance with the FRBNY Consent Order.
Assisted with state examination special projects by producing pre-exam deliverables and post-exam follow-up investigations as well as post-exam system change requests.
Coordinated and produced Consumer Advocacy Reporting deliverables including a matrix of agreement-based deliverables and data-specific reports from a variety of system sources.
Assisted with the creation and implementation of CFNA-wide global complaint process.
Conducted bi-annual Management Self Assessment testing.
SIMON PROPERTY GROUP NOVEMBER 1997 - JUNE 2001
Area Marketing Director/Assistant Mall Manager
Successfully completed and implemented a $10M Annual Operating Budget and Business Plan.
Responsible for marketing and managing several ~900k-square-foot upscale, enclosed, regional shopping malls.
Responsible for managing an annual ~$500k center marketing budget, after successfully reducing a $30k deficit.
Managed a staff of ten, including three supervisors, three administrative assistants and four customer service representatives.
PRIME RETAIL JUNE 1994 - NOVEMBER 1996
Marketing and Public Relations Analyst
NETWORK BUILDING AND CONSULTING SEPTEMBER 1993 - JUNE 1994
Contract Specialist
AT&T MARCH 1988 - SEPTEMBER 1993
System Implementation Coordinator
EDUCATION
UNIVERSITY OF PHOENIX MATRICULANT
Master Business Administration\Project Management
Matriculate
UNIVERSITY OF PHOENIX AUGUST 2008
Bachelor of Science
Business Management
Graduated with Honors
PROFESSIONAL AND COMMUNITY INVOLVEMENT
KOMEN MARYLAND NOVEMBER 2007 - PRESENT
Maryland Race for the Cure Pledge Tent Volunteer
BALTIMORE RONALD MCDONALD HOUSE SEPTEMBER 2007 - PRESENT
Dinner Preparation Volunteer Team Lead
CITI BALTIMORE/WASHINGTON WOMEN`S NETWORK JUNE 2009 - SEPTEMBER 2012
Board Member
ONEMAIN FINANCIAL VOLUNTEER LEADERSHIP COUNCIL APRIL 2007 - SEPTEMBER 2012
Recognition Committee Lead
ONEMAIN FINANCIAL AGILE CENTER OF EXCELLENCE SEPTEMBER 2011 - SEPTEMBER 2012
Training Committee Lead
AWARDS
MARYLAND JOB SERVICE - EMPLOYER OF THE YEAR 1998
PRESIDENTIAL SERVICE AWARD FOR VOLUNTEERISM 2008 - 2011
CITIFINANCIAL COMMUNITY EXCELLENCE AWARD 2010
QUARTERLY EMPLOYEE EXCELLENCE AWARDS 7-TIME RECIPIENT
REFERENCES
FURNISHED UPON REQUEST
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