Crystal T. Bingham
**** *********** **** *** * Charlotte, NC 540-***-**** ac698j@r.postjobfree.com
Accomplishments
**** ************ ********** *** ******* Group (DSSG) Star Performer winner
2015 First Quarter - DSSG Service Excellence winner
Professional Experience
Wells Fargo Bank
Project Manager III 1/2015 - Present
Subject Matter Expert on Team Database project partnered with technology partners to implement system changes
Prepare Functional System Design Document and Project Definition Document
Troubleshoot and track database issues with technology partners
Created and maintain tracking document for database enhancements
Coordinate with multiple lines of business to minimize customer and team member impact and ensure the recovery of branch operations during a natural disaster
Analyze incidents and business interruption data create reports and notifications as need and communicate results to region leadership and business partners
Create and delivery presentations to senior leadership and business partners as a subject matter expert for the team
Trained US based and international Team Member in a virtual environment and face-to face and provided feedback to management
Created training process and documents for international team members
Create and implement new procedural changes and documents
Large Disaster Recovery and Remediation, High Risk Incident, and Emergency Cash
Created new processes for communicating high risk incidents utilizing Living Disaster Recovery Planning System (LDRPS) and Everbridge
Create and maintain Regional Banking and Incident Management (RBIM) coverage schedule
Utilize PAC 2000 to dispatch Hewlett-Packard (HP) vendors to retail branch locations during an Network and/or Power outage event
Wells Fargo Bank
Project Manager II 12/2009 – 1/2015
Triage and assess business interruption incidents from receipt to resolution at the financial store level and communicate with region management and partnering departments and various other departments with a business need to know
oNotification consists of written and oral communication with updated store status information to various partners and senior level leadership
Manage large weather related incidents that impact a large number of stores across all regions
oGather store status and any additional impact information such as power, system outages, property damage, team member impact, or HVAC issues from impacted stores
oCoordinate all applicable business lines to resolve issues to ensure store recovery
oCommunicate updated store status information to various partners and senior leadership
Subject Matter Expert on team database contacts for business group
oProactively reach out to business groups to keep database current to ensure the correct partners are receiving Regional Banking Incident Management notification
oServe as point of Contact on adding additional team member request for notification
Serve as primary trainer for new team members on incident coverage, escalated incidents and large area impact incidents
oTrain team members with initial communication to the region, follow-up with partners, and any notification sent to region management and partners
Wachovia Bank
Incident Responder 6/2008-12/2009
Documented and tracked the timeline of incidents that occurred in the process of a resolution and recovery of a business interruptions such as outages, property damage, robberies and financial crimes against the bank enterprise wide
Partnered closely with regional leaders and Corporate Security to achieve conflict resolutions
Managed escalated customer complaints to ensure resolution and maintain customer loyalty
Conduct risk assessment of customer that demonstrated threating action and behaviors. Closed customers’ accounts if they were deemed a threat to team members or customers
Filed insurance forms for property damage, customer and team member injuries
Wachovia Bank
Phone Banker 10/2006 – 06/2008
Answer customer inquiries and provide first call resolution within compliance guidelines
Assisted customers with complaints, and research and resolve issue to ensure a positive customer experience
Assisted customers with payments to their credit card, loans and mortgage accounts
Triaged customer calls and connected them to various departments to ensure customer satisfaction
Recommended financial services best designed to fit customer financial needs based on customer needs assessment completion
EDUCATION:
William Fleming High School, Roanoke, VA – High School Diploma - Graduated 2002
Technical Experience:
Microsoft Office PowerPoint, Word, OneNote and Excel; PAC2000 and SharePoint
VOLUNTEER:
Meals on Wheels – Charlotte, NC
Food Bank – Salem, VA
Skills
Reports Analysis
Virtual and face to face Training
Procedural Writing
Communication
oLeading meetings and creating power point presentations
oWritten and verbal format
Project Support