Manager Project
Resume:
Robert E Duncan, mba, pmp, veteran
Richardson, TX 75081
******@**.**.***
KEY ACHIEVEMENTS:
Project Manager Program Manager Process
Managed $2.5M Recognized as industry Improvement
documentation conversion leading sample Improved programs
program using process
Led cross-functional Reduced order mapping, Pareto
database project teams processing time by 24% charts, fishbone
to create website and costs by 8% diagrams, and
Reduced update cycle Maintained 33K SKU control charts
time from weekly to inventory Reduced
daily order-review cycle
time 50% with
automation
PRIMARY SKILLS
* Expert Excel user: pivot tables, lookups, formulae, validation, and
charts
* Experienced user of SQL, Access, Salesforce and SAP
* Developing data gathering systems to support continuous improvement.
* Documenting process and project requirements for IT and operations.
* Managing cross-functional projects and operations.
PROFESSIONAL EXPERIENCE
Bank of America, Dallas, Texas 2010 to Present
Officer, Mortgage Service Analyst, Short Sale/Deed-in-Lieu (DIL) Control
Tower
* Created and distributed reports and analyses of short sale and DIL
operational data with Microsoft Excel and Access.
* Employed Excel pivot tables and Vlookup function to prepare inventory and
status reports from Excel and SQL data.
* Validated inventory and aging data to support status reporting.
* Built and managed Salesforce Control Tower object, a database of team
activities.
* Led bi-weekly reviews of DIL operations. Prepared PowerPoint
presentations.
* Coordinated improvement plans to reduce aging and oversaw their
implementation by the line-of-business teams.
* Managed confidential information and daily communication of critical loan
data to outsource vendors.
* Documented mortgage servicing workflow procedures and reporting
processes.
Loan Service Specialist, Outbound Call Center
* Educated and assisted homeowners in modifying mortgage loans.
* Conducted phone interviews with private homeowners under stressful
conditions.
* Managed confidential information and ensured compliance with financial
regulations.
* Audited documents and workflow, then provided coaching to improve
performance.
US Dept. of Commerce, Bureau of the Census, Dallas, TX 2010
Field Operation Supervisor, 2010 Decennial Non-Response Follow Up (NRFU)
* Managed 8 teams of enumerators and crew leaders to successfully enumerate
15,000 households for the 2010 census
* Trained crew leaders in classroom and by OJT. Oversaw training and
certification of over 140 enumerators. Monitored and corrected performance
of crew leaders and enumerators.
* Managed team's timely and accurate completion of assigned work with
production charts on Excel spreadsheets.
Texas Instruments, Dallas, Texas
Worldwide Marketing Program Manager 2000 to 2009
* Managed critical web-based e-commerce program that supported customers'
new designs and qualification in existing systems. Program rated #1 in SC
industry by annual Asian customer surveys.
* Developed relationships with planning, distribution and logistics in
managing portfolio of 32,000 products to support sales and marketing. 97%
of items were in stock and were shipped within 24 hours.
* Supported worldwide customers, sales teams, distributors, and worldwide
product call centers. Used Siebel and proprietary CRM systems.
* Utilized process mapping, fishbone diagrams, Pareto charts, and control
charts to identify cycle time and order processing defect rates and
improvements to program performance. Earned 2006 TI Supplier Excellence
Award.
* Reduced processing time by 24%. Directed order processing, including
global export compliance process, to ensure fast delivery to customers.
* Led website-improvement project teams: email-to-XML, Pb-Free, order
review, and abuser tools.
* Used data from Oracle, SAP, Excel, Access and Business Objects to
maximize responsiveness to customer requests and increase customer
satisfaction and TI competitive positioning.
Marketing Operations Manager 1995 to 2000
* Directed cross-organizational development of literature and product
databases to create the www.ti.com web site.
* Managed printing of technical documents and collateral. Reduced this
operation with online delivery and saved TI over $3M per year with improved
customer access to product information.
* Developed and prepared quarterly operational metrics for documentation
teams. Utilized metrics to reduce documentation preparation costs by 25%
over three years.
RELATED EXPERIENCE
South Central Business Services, Leesville, Louisiana
Privately-owned business services firm offered accounting and management
services.
Partner and Operations Manager supporting 36 small business clients.
US Army, Bamberg, Germany and Ft Knox, Kentucky
Platoon Leader, Logistics Officer, Executive Officer and Post Readiness
Officer
Airborne, Ranger qualified
EDUCATION & CERTIFICATION
University of Dallas; Masters of Business Administration (MBA)
United States Military Academy at West Point, NY; Bachelor of Science (BS),
Engineering
Richland College, continuing education, SQL and software development
Project Management Professional (PMP) certification by Project Management
Institute (PMI), renewed in 2012
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