Brenda A. Quinn

*** ****** ******

Norfolk, VA **505

C = 757-***-****

ac1rxz@r.postjobfree.com

CAREER OBJECTIVE

Seeking an opportunity that will leverage my successful and proven experience with project management, operations, process improvement, scoring and operational strategy definition to support business processes and network infrastructure. Will provide solid analytical and problem solving skills while building successful customer and client focused relationships and successes supporting strategies and production goals. Experienced in multiple project methodologies.

PROFESSIONAL EXPERIENCE and ACCOMPLISHMENTS

Bank of America

Senior Project Manager Norfolk, VA March 2011 to February 2013

Onshore Senior Project Manager that facilitated the client’s PMO that interacts with client’s existing consumer programs.

Responsible for managing dependencies and risks to ensure planning and mitigation is accurately and comprehensively defined and applied.

Managing the budget to include estimation planning, tracking of actual and variance reports.

Managing the design and proof of concept to support an enterprise wide program to build a new tax software application. This includes new software to support an online do-it-yourself and professional preparer products, and integration with current legacy applications and back-office processes.

Supporting a team of 45 resources based in the US, Asia, South America and Europe Vietnam to complete design concepts, detailed design and transition to development through deployment.

Project includes support from Team Foundation Server, and Microsoft Test Manager. Leveraging TFS for all requirements, use case and test case tracking.

Federal Reserve – National Information Technology

Senior Enterprise Program Manager Richmond, VA May 2007 to December 2010

Managed component within enterprise identity provisioning project applying new credentialing software supporting the entire Federal Reserve system. It was part of a multi-million dollar project that enabled external customers to manage identity provisioning independently to support various data transmission processes domestically and internationally.

Managed various technology projects and migrations within mainframe and distributed environments. Led network design teams for infrastructure and security requirements that supported data file interfaces, secured credential provisioning throughout a multiple tiered network environment, to include external bank access for operational needs.

Managed server upgrades that supported systemic and operational efficiencies with Lawson team and Atlanta Reserve Bank.

Participated and led customers through contingency requirements definition, coordination and execution of disaster recovery scenarios to support various internal and external application requirements.

Bank of America Norfolk, VA Jan. 2001 – Aug. 2006

Vice-President, Sr. Technology Change Manager

Managed major enterprise technology initiatives involving consumer, government and small business credit card portfolios. Initiatives included new front-end systems for account acquisition combining required data from various platforms, system of record upgrades and platform conversions and new production introduction

Responsible for defining and meeting all end to end project and associated budget goals, and executive communications regarding status and problem resolution.

Fluent in project methodologies and disciplines, to include DFSS, Agile, Lean, SDLC and others discipline with proven success with knowledge in Statistical Process Control. Green Belt certified.

Acted as a liaison between lines of business and technology partners. A subject matter expert on systems, procedures and processes involving various aspects of operations.

Worked directly with lines of business to define project concept, scope, business requirements, testing and implementation requirements.

Implemented new scoring processes for bankcard acquisition processes; resulted in 27 bps approval increase for small business bankcard portfolio and an additional $2,000,000 to bottom line ROI within first year.

(B. Quinn Resume, page 2)

Implemented new feature enrollment for the consumer bankcard franchise acquisition process; resulted in approximately $3,500,000 in ROI within first 2 years.

Led team of project managers, while responsible for oversight of project administration and associate career pathing and success.

Bank of America Norfolk, VA Oct. 1999 – Jan. 2001

Vice-President, Interface Operations Manager

Responsible for 22 Associates and 3 supervisors that created balanced and distributed electronic statement and data files for client reconciliation.

Responsible for maintaining the integrity of data, used by government customer, by executing daily queries based on historical needs.

Successful in building daily electronic reconciliation process for government clients (e.g., FEMA, USDA, and Department of Defense) based on respective internal processing systems. Enabled customer utilization of bankcard. Volumes averaged approximately 7,000 payments daily.

Developed audit control for quality measurement purposes to ensure task orders and service level goals were being met; resulted in reduction of 1.75 FTE and came in under budget by approximately 4 bps.

Bank of America Norfolk, VA Sept. 1997 – Sept. 1999

Vice-President, Operations Fulfillment Manager

Managed and coached 5 supervisors, 3 Operation Analysts and 85 associates.

Trained and coached supervisors and associates in new policies and procedures for monetary research and payment/check processing.

Managed daily volume of payment errors, payments and microfiche (image) inventory and retrieval operations.

Developed and managed budget to ensure operating expenses were minimized and provided associated variances.

Developed tracking database for customer cases and trend analysis.

Implemented system efficiency changes in back-end office environment, reduced suspense volume by 65%, reduced losses by 37% and resolution time by 11 business days.

Reduced production FTE requirements by 4, which enabled implementation of new government portfolio process with minimal costs.

Bank of America Norfolk, VA June 1994 – Aug. 1997

Assistant Vice-President, Call Center Manager

Managed and coached 7 supervisors and 105 associates in a 24x7 environment.

Managed daily call volume to staffing and service level requirements.

Identified and resolved operational and procedural improvement opportunities.

Developed and implemented statistical report designs used to oversee production to ensure efficiency and quality measurements.

Managed vendor relationships, successes and technology enhancements to internal, external and telecommunications systems, conversions and acquisition efforts.

Managed major portfolio conversion for call center and implementation of new GUI platform.

Maintained service objectives and financial losses below forecast; resulted in a reduction of costs by 9 FTE.

Identified trends and efficiency opportunities for improvement processes, which resulted in over $2,000,000 in cost savings.

EDUCATION:

Bachelor of Science, Public Administration

Norfolk State University, Norfolk VA Cum Laude

VISA and Bank of America “Bank Card School”

Charlotte, NC November 2004

Project Management Professional Certification, PMI Richmond, VA December 2008, exp 12/2014

Bank of America, “Leading From The Front”

San Francisco, CA March 2000

Bank of America “Six Sigma Belt Certification”

Charlotte, NC August 2004

ABA School of Bankcard Management

University of OK, Norman, OK July 1999

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