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Manager Customer Service

Location:
San Francisco, California, United States
Posted:
February 26, 2018

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Resume:

Professional summary

Seasoned Finance/Business Analyst and Project Manager with deep experience in Finance/FP&A, Program Management, projects; Cross-functional and energetic, Fahey is a proactive self-starter and team player who produces strategic analytic deliverables, including large-sca platform implementations (ERP), company-wide product launches, new business integrations, and metrics that yield insightful analysis. He is cross-functional/ collaboration/partnership oriented, with a financial mindset, and high-touch project execution management.

Core Competencies:

●Database-driven Financial Scenario Modeling; Excel Modeling (vlookup, pivot tables).

●Budgeting, Forecasting, FP&A/Reporting, Activity Based Costing, Process Modeling.

●Marketing / Data Analysis, Loyalty Marketing Management, U/I U/X design, A B testing, UAT.

●Portfolio Management, Risk Management Program Development, Product Launch/Rollout.

●Requirements Development, Project Support, Cloud Computing Implementation, System Transitions.

●Financial Services incl. Wealth Management, Credit Card, Biotech, Consumer/Big Box, eCommerce.

TECHNICAL EXPERIENCE

Software/Databases: MS Office including PowerPoint, VBA, SharePoint, Business Objects/SAS, Advent Axys, SEI, Adaptive Insights, Oracle BI, SQL, Clarity, RSA Archer

Methodologies: Product/Program Management, Data Mining /Warehouse (deep dive), SDLC/QA, Channel/Metrics Analysis, ERP Implementation, Budget/Forecasting, FP&A P&L, Business Process Documentation / Transition, PMO Operations, 3rd party integrations

Others: STAMP, PMUWS, KPI, Resource Management, Visio Flowcharting, Google Adwords, Google Docs, Gmail, Lawson Financials, SQL, Vendor Management

EDUCATION

BBA: University of Notre Dame (Finance); MBA: University of San Francisco (Marketing/Finance)

PROFESSIONAL EXPERIENCE

Parent care leave: managed parent’s health concerns (East Coast) Q4 2016 - Q3 2017; currently ride-sharing while seeking employment

WELLS FARGO BANK, San Francisco, CA Dec 15 – June 16

Program Manager / Business Systems Consultant; Technology Operations Group (TOG)

Programs: Risk Management, System Compliance, Marketing Vendor Management

●Gathered feedback / updated resource needs for infrastructure budgets; PMUWS, SharePoint, STAMP, Clarity

●Collaborated with working groups to develop SOX testing process, Risk and Control Inventory, Governance / Regulatory Reporting; Marketing Program Planning

●Automated manual processes via SQL data pulls and VBA scripting

GIFT-WOW.COM, San Francisco, CA OCT 14 – OCT 15

Traffic Manager Consultant for online start-up, a “gift concierge”, gift idea generator

●Created programs to optimize web site traffic using Google Adwords / Omniture, A/B testing

●Implemented pricing strategies to optimize site traffic via Google Adwords; Tableau / Data Warehouse

●Selected marketing affiliates, utilized online promoters, analyzed and report KPI metrics, manage A B testing

●Marketing Performance Achievements: Quadruped conversion rate, decreased cost/conversion by 60%

BANK OF THE WEST, San Francisco, CA May 13–Jul 14

Program Manager, Risk Management / Business Analysis

●Produce on-line Risk/Control Self-Assessments, including Visio diagrams, financials, etc. to assess operating and financial risk; gather/develop end user stories based on interviews with stakeholders, documented process flows

●Developed overall plan for and participated in the review/development of new Risk Management processes, facilitated senior management, stakeholder and regulatory compliance review sessions

●Partnered with business line manager or product manager to resolve inherent risks, implemented internal audit controls for risks: Deposits Process, FP&A Process, Marketing Activity Performance

UNION BANK, San Francisco, CA Oct 12– Mar 13

Program Manager, Risk Management / Business Analysis

●Produce on-line Risk and Control Self-Assessments, Visio diagrams, Excel modeling, Lawson financials, etc. to assess operating and financial risk

●Interviewed stakeholders, documented process flows, developed end-user stories

●Developed overall plan for and participated in the review/development of new Risk Management processes, facilitated senior management, stakeholder and regulatory compliance review sessions

●Partnered with business line manager or product manager to resolve inherent risks, implemented SOX-style internal audit controls to mitigate risks (Funds Transfer, Project Management, Marketing Performance Management

SANTEN INC., Emeryville, CA Nov 11–Feb 12

Implementation and Program Manager, Cloud Computing ERP, FP&A Budget Group

●Launched Adaptive Insights ERP, a cloud-based GL/FP&A system; managed vendor relationship

●Performed all aspects of scoping/planning, requirements gathering, use case(s) development, U/I design, QA testing, test data validation, and financial (system) outcomes

●Determined scope, met with stakeholders, gathered requirements, developed use cases, managed QA testing resources, validated test data and financial outcomes

●Partnered with scientists, business line managers, corporate finance and systems managers to develop use cases and ensure all legacy functions and capabilities translated to new environment

●Facilitated meetings with User Groups, U/I “front end” development, QA analysis, designed reports, managed soft roll-out to end users, ad hoc/workload management, on-time and under budget

WELLS FARGO BANK, San Francisco, CA Oct 10 – Feb 11

Program Manager and Business Financial Analyst, WBR/DCG

●Performed various product /platform merger-related duties for Wachovia- Wells Fargo transaction

●Support Wealth, Brokerage Retirement product/systems consolidation into Wells Fargo’s Digital Channels Products Portfolio, provided updates for Regulatory Reporting, including Clarity time and effort tracking.

●Partnered with Product Groups, coordinated product integration, services consolidation, data mapping, customer communication, merger/technology workload management, website development(U/I and U/X), QA functions, customer experience, communications and reporting

●Developed dashboard reporting; KPI analysis, performed financial analysis legacy vs. new

CHARLES SCHWAB, San Francisco, CA Aug 09 – Dec 09

Sr. Financial Process Consultant, Portfolio Management Office @Schwab.com

●Managed monthly close process for PMO, monitored spend (actual vs. forecast), managed project reporting processes for portfolio of investment and technology-related projects, maintained FP&A reporting / analysis

●Developed management level dashboards (KPI, cost and revenue analysis, ROI, spend, etc.)

●Partnered with technology groups, cost center managers to report on project status and spending

SAM’S CLUB.COM / WAL-MART, Bentonville, AR Feb 09 – Jul 09

Program Developer / Sr.Business Analyst; eValues, a Loyalty Marketing Product

●Developed concept document, built financial and operating model for eValues, web and mobile based loyalty program, using predictive analytics, data warehouse - ETL’S, and multiple rewards to increase loyalty and spend

●Worked with multiple internal and external stakeholders, including suppliers, product groups, technology, marketing, compliance, user experience, development, operations, customer service, senior group finance to develop program and system requirements (U/I and U/X), model profitability, break-even, establish program metrics, KPI

●Mapped key membership revenue-cost metrics relationships to provide insights to spending, developed revenue and participation scenarios based on membership assumptions

●Used predictive analytics and database mapping to examine (in-depth) member buying habits/patterns of market segments to build financial relationships, propensity relationships

●Developed and updated project communications and status dashboards to stakeholders

●Modeled financial scenarios in Excel, focusing on spending economics, customer segmentation, KPI, and roll-out expenses, Budgeted, managed and reported on $950K project

WASHINGTON MUTUAL BANK CREDIT CARD SERVICES, San Francisco, CA Jul 06 – Jan 09

AVP Marketing Manager

●Hybrid Product Development Manager and Finance role, credit card product launch, customer loyalty program cost restructuring, Portfolio Mgt duties, GL/P&L and FP&A responsibility for portfolio expenses

●Developed business case RFID-enabled credit card (both Excel and text, P&L, Risk, ROI, NPV, Payback, KPI, etc.), partnered with Finance, Legal, Marketing, outside vendors including TSYS transaction processor, Maritz loyalty marketing and Visa/Master Card to ensure adherence to workable business requirements

●Managed end-to-end customer communications, prepared strategy briefs, concept briefs and business stories for senior management and product development teams; and for wamu.com, designed U/I, U/X, produced marketing collateral, planned promotions, issued various briefs related to product launch

●Performed financial analysis of business lines, compiled marketing analytics, consolidated loyalty platform

●Managed item inventory and budget for loyalty programs: consolidated loyalty program expenses, portfolio P&L reporting, business lines analysis, managed monthly closing process, corporate/regulatory reporting

WELLS FARGO BANK, San Francisco, CA FEB 02 – Apr 05

Sr. Financial Consultant, Consumer Credit Group, FP&A / Forecast Model Developer

●Built multi-channel multi-product suite of FP&A forecasting models for newly merged bank’s portfolio of home, equity, mortgage loans, structured finance obligations (CBO, CLO, MBS, ABL, ALS), provided ongoing financial support and merger-related workload management to executives (Wells Fargo - Norwest Merger)

●Analyzed and dissected loan pipeline(s) by channel, built consolidated financial and reporting model with various timeframe rollup, including P&L, volumes, developed use cases

●Automated and produced on-line dashboard reporting capability, benchmarking, KPI metrics analysis, sales volume projections, margin analysis, what if/scenarios, income planning

Program Developer / Financial Consultant, Digital Channels Group

●Using activity based costing analytics, built and developed automated resource planning and costing tool for Digital Channels group

●Performed complete benchmarking analysis (activity, labor, cost, other financials and output)

●Modeled and determined precise cost estimates (using Activity Based Costing) of multi-channel web-based marketing campaigns (internal web banner, e-mail campaign, 3rd party web site banner):FTE, external, contractor, finance, creative, vendor; developed use cases

Sr. Business Analyst, Product Re-pricing/Platform Consolidation, Consumer Deposits

●Managed post-merger system consolidation of various products in a program office setting. Planned and managed fee/product consolidation initiative w finance, systems, legal, marketing, compliance, operations and customer service, internal and external communications

●Developed excel-based performance metrics: revenue and pricing KPI, competitor’s fees, exceptions, product structure, activity levels, balances

●Performed end-to-end QA testing cycle with internal HOGAN systems group, check processing vendor; developed test conditions and use cases, determined risk scenarios, posted internal and external communications

●Led quarterly forecasting for bank wide deposits

BANK OF AMERICA/NATIONSBANK, Jacksonville, FL Jul 00 – Sep 01

Banking transition Consultant, ATM Consolidation Integration Project Manager

●Led cross-functional team of bank employees, compliance, operations, customer service, technology vendors and external consultants tasked with planning/executing ATM system and machine conversion (3,400 machines, 5 states) and branch technology platform (teller stations)

●Directed/Managed merger processes; worked with testers, managed QA process, coordinated with vendors/business partners for scope/sizing

●Scheduled outages, planned technology and equipment updates, status reporting to government

●Planned and managed regional signage conversion; achieved on-time, on budget system convergence and product integration, developed ongoing training curriculum for bank mergers

WELLS FARGO CAPITAL MANAGEMENT, San Francisco, CA Oct 99 – May00

Project Manager, System Implementation/Transition Project

●Managed end to end implementation/ transition SEI/legacy system to Advent Axys

●Documented wealth management technology and personnel processes (from executing trade to making journal entries, developed exhaustive baseline capabilities), Produced system, user and business requirements

●Tested functionality (QA) and compared to new environment vs. legacy environment

●Managed employee training, launched new technology and process, monitored implementation

UNION BANK OF CALIFORNIA, San Francisco, CA Jan 99 – Sep 99

Market and Product Consultant, Strategic Business Rationalization

●Principal financial consultant for downsizing/rightsizing and consolidating retail delivery platform

●Condensed wealth management product platform and cost components of front and back office operations, reduced live teller cost $8M annually, consolidated loan booking system (AFS/ALS), advised build/buy

●Determined profitability and operational efficiency, reported KPI metrics, redesigned multi-state branch delivery system (including FTE, work flow and system expenses) for greater cost savings, ran Lawson budget cycle



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