Project Management Customer

PROFESSIONAL PROFILE

An experienced Operations Leader in the credit industry, with excellent communication skills and the ability to lead a successful team in performing specialized and complex analytics. Demonstrates a broad range of skills in leadership, project management, analysis and design, trending and reporting. A business professional with interest in providing expertise and strategic direction in performance analytics to deliver maximum business benefits. Recognized for skills in team work, analytics, problem-solving and planning.

Project Management

Lean Methodology

Systems Integration

Statistical Analysis

ISO 9000 Lead Auditor

IT Project Management

Problem Solving & Process Improvement

Quality Management System

Team Facilitation

Change Management

Customer Satisfaction Research

Client Relations

Computer Skills: MS Word Power Point Excel Outlook Access SQL SAS

PROFESSIONAL EXPERIENCE

Implementation Consultant Lead RE Mechanical Stone Mountain, GA 2015-Present

Provide the highest level of customer experience by establishing and maintaining beneficial relationships while developing a highly effective, efficient and profitable customer account.

Engage and manage existing customers while expanding and converting further opportunities.

Deliver on assigned targets for KPI and strategic objectives with assigned accounts while continuing to maintain high customer satisfaction.

Develop and regularly evaluate account business plans to ensure they continue to meet strategic business objective and align with emerging trends and changes within key customer accounts.

Proactively assess, clarify and validate customer needs on an ongoing basis.

Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.

Operations Leader Equifax Alpharetta, GA 2011-2014

Led the organization in performance analytics and planning to drive optimum efficiency, project management to ensure quality provide strategic direction in conjunction with operational road map.

Led the support infrastructure that provides expertise and direction in all areas of operational performance, project management, planning and analysis, process improvement and communication.

Developed and maintained daily assessments and forecasts of the organization’s financial performance against budget, financial and operational goals.

Owned Key Performance Indicator (KPI) dashboard which provided business leaders with operational data in support of critical business decisions. Deployed operational metrics and reporting capabilities to optimize work group productivity and labor efficiency.

Directed specialized and complex analytical work, including conducting and executing studies / projects that had major department policy implications.

Project managed IT projects utilizing SDLC concept from strategy development to implementation.

Maintained and optimized an effective quality management system by managing of the quality function / philosophy and maintaining the LEAN culture for Global Fulfillment.

Provided coaching, training and support for personnel in the areas of objective performance, competency development, skill development, team work and career mentoring.

Supported quality initiatives, developing process improvements and bench marking processes, increasing customer brand loyalty and building confidence in product quotes.

Senior Director, Production Performance Equifax Alpharetta, GA 2008-2011

Provided leadership and direction, devised and evaluated performance standards for Global Fulfillment/Global Business Service and developed long range and short term goals

Led and managed team of Performance Analysts in analyzing complex operational processes to enhance Global Fulfillment/Global Business Services performance through implementation of metrics.

Drove unit financial results, closely monitoring operational performance milestones and metrics, while ensuring the accuracy of financial reports and the integrity of the control environment.

Ensured that staff prepared comprehensive records, reports and documentation, complying with standards and requirements.

Acted as a business relationship manager, managing collection, analysis, review, documentation and communication of business needs and requirements to other business units.

Provided employee coaching to drive performance and ongoing career development to a team of highly efficient analysts.

Monitored quality and timeliness of department deliverables and organizational goals.

Senior Director, Account Services Equifax Alpharetta, GA 2005-2008

Provided leadership and direction for Senior Level Consultants on off-line batch processing focusing on operational objectives of quality, time service and customer satisfaction.

Led a team of Professional Consultants in providing full-cycle project management including design, planning, implementation consultant and account management for new and existing clients.

Coordinated project solution activity within and across all enterprise wide operational groups, international and IT to drive unified solution delivery for customer projects.

Garnered and maintained a thorough understanding of the existing solutions, assessed impact of change management and implications for client use to determine low cost overall solutions.

Collaborated on SOW and SLA agreement development; accountable for governance of SLA adherence at the operational level; timing and quality deliverables.

Assisted with the design of custom batch data processing requests that insured efficient use of systems and minimized costs / defects.

Senior Director, Production Programming Equifax Alpharetta, GA 1995-2005

Directed activities for a team of Production Programmers in support of the delivery of products and services associated with Credit Marketing Services.

Led and managed a team of Fulfillment Programmers in the daily execution of order fulfillment projects.

Ensured the successful delivery of customer orders within defined targets for time service, quality and customer satisfaction.

Garnered and maintained an understanding of the existing customer solutions processed by the team.

Focused on process improvement initiatives, driving cost savings and improving customer satisfaction.

Governed and reported status to management and client facing teams on progress against time service SLA requirements and requested turnaround timelines.

EDUCATION

DeVry University of Technology

Computer Information Systems, Bachelors in Science

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