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Project Manager

United States
October 09, 2018

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*** ***** ****** **, ********, DE *9734 • Home: 302-***-**** •


Respected and self-motivated professional with more than 20 years’ experience in the Financial Industry. Highly skilled at relationship building, coaching and counseling. Experience managing multiple projects from the requirements gathering stage to completion. Adept at assessing needs, generating options, and implementing solutions in collaboration with team and stakeholders. Proven ability to work with difficult situations. Consistently received positive feedback from management, peers, employees, and customers. Skills

• Advanced understanding of Microsoft Word Excel,

Visio and Power Point

• Excellent Communication, Organizational and

Problem-Solving skills

• Excellent Leadership skills

• Proficient in Agile and Waterfall Methodology

• Proficient in Tableau

• Proficient in Verint

• Adaptable to all situations

• Ability to work under pressure

Work History

Project Manager 2014 -2018

Discover Financial Services – New Castle, DE

• Manage project initiatives using both Waterfall and Agile Methodology. Designed and implemented a new case management system for manual processes.

• Identified gaps in processes and reduced system downtime by 3.7%. Spearheaded relationship between field and business technology.

• Identified savings of over $1000.00 a month after the relationship was established. Championed and supervised the work at home relationships between field, business technology and third-party vendors for over 200 employees.

• Drove results in customer servicing by utilizing Speech data. Within three months customer satisfaction increased by 15.05% and decreased time spent by 23.64% for selected areas in customer service. Managing cross-functional team for Reporting and Speech Analytics which is responsible for developing and analyzing reports for top level management.

• Develop and maintain policies, procedures, new initiatives, and current processes.

• Identify business risk and inefficiencies while developing a plan of action for process improvements to present to Director of Operations.


• Established employee participation in volunteer activities such as Special Olympics, JDRF, and Elementary mentor program.

Senior Associate 2006 - 2014

Discover Financial Services – New Castle, DE

• Led group to collaborate with legal aligning all products in handling for specific banking regulations. Allowing the streamlining of all banking products for handling accounts involving SCRA (Servicemembers Civil Relief Act).

• Led migration of new banking products purchased from other leading lenders.

• Key associate of project team assigned to work with Compliance and Audit for regulatory reviews, remediation of identified risk, implementation of additional controls, and improved customer relations for highly regulated processes within the department.

• Responsible for enhancing and maintaining all standard operating procedures within the department. Senior Account Manager 1995 - 2006

Discover Financial Services – New Castle, DE

• Responsible for researching and reconciling all corresponding bank accounts and Federal Reserve accounts.

• Primary liaison with Federal Reserve and Finance.

• Identified loss and recovered $500,000 in write off. Led group responsible for migrating new banking system.

Customer Service Account Manager 1989 - 1995

Discover Financial Services – New Castle, DE

• Customer Service Representative.


Christiana High School, Newark, DE – High School Diploma University of Delaware, Newark, DE – 12 credits

Del Tech, Wilmington, DE – 30 credits


• Lean Change Agent Program completed

• Change Management Program completed

• Executive courses in leadership and conflict resolution completed

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