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Project Manager Customer

Charlotte, NC
October 04, 2018

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Crystal T. Bingham

**** *********** **** *** * Charlotte, NC 540-***-****


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


William Fleming High School, Roanoke, VA – High School Diploma - Graduated 2002

Technical Experience:

Microsoft Office PowerPoint, Word, OneNote and Excel; PAC2000 and SharePoint


Meals on Wheels – Charlotte, NC

Food Bank – Salem, VA


Reports Analysis

Virtual and face to face Training

Procedural Writing


oLeading meetings and creating power point presentations

oWritten and verbal format

Project Support

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