Engagement Manager
Resume:
KIMBERLY SINGLETON
**** ****** *****, ********, ***** 75070
***.*.*********@*****.***
QUALIFICATIONS PROFILE
Accomplished, detail-oriented, and driven professional with solid leadership, management, business, analytical, and problem solving aptitude complemented with a positive and highly productive work attitude. Exhibit exemplary talents in documentation instrumental in facilitating and promoting overall traceability and transparency at all facets of operations. Foster collaboration and cooperation in order to efficiently accomplish set tasks and duties.
AREAS OF EXPERTISE
- Salesforce.com Administration and Development - Software Development Life Cycle
- Cross-Functional Team Management - Database Architecture and Management
- Project Management - Customer Relations
- Process Design and Improvement
- Business Analysis and Management - Technical Writing
- Risk Management and Mitigation
CAREER HIGHLIGHTS
- Generated more than $1.2M cost savings in technology and reduced turnaround time from 3 months to 16 days by implementing a citizen developer model within Salesforce.com.
- Established a change management tool on Salesforce.com platform that supports process intake and assessment, business and design requirements management, and testing and internal audit processes which enabled transparency and traceability.
- Promoted overall transparency for technological needs by mentoring and directing team members regarding application dispatch processes.
- Served as the primary database architect for the UOS application that aggregated data from more than 25 sources to a single system which significantly improved customer service and expedited internal service processing.
RELEVANT EXPERIENCE
Bank of America – Plano, TX
Vice President Business Support Manager – Business Process Management Center Oct 2013–Present
- Direct a geographically dispersed team responsible for providing support with Salesforce.com application platform; business process designs; and change implementation.
- Collaborate with key business stakeholders in identifying requirements necessary in implementing configuration changes.
- Develop business and design requirements, test scripts, and deployment plans in determining and implementing customer change requests.
- Evaluate change requests pertaining to levels of work using Salesforce.com platform.
- Organize training sessions together with application owners, business champions, and users to expedite acquisition of requirements and high level design work.
- Render expert support to quality control activities by developing and executing test plans, scripts, and use cases and procedures.
- Formulate regression test scripts and acceptance test plans and cases in coordination with customers.
- Render assistance in the annual recovery testing for supported applications.
- Maintain conformance with governance requirements through active coordination with application governance.
Vice President and Business Support Manager – Loss Mitigation/Liquidation Dec 2011–Oct 2013
- Oversaw operations of a high-function team establishing and supporting applications through Salesforce.com platform.
- Developed work timeline using business needs and budget constraints as primary basis.
- Assisted customers in developing business cases and project charters.
- Defined functional specifications of business requirements.
- Prepared comprehensive final documentation that included use cases, screen mockups, and logical database designs.
- Extended support on data modeling and database design.
- Implemented extract, transform, and load (ETL) processes as necessary.
Senior Technology Application Development Manager Aug 2004–Dec 2011
- Worked collaboratively with business stakeholders in defining and implementing change requirements for supported applications.
- Generated use cases, screen mockups, and logical database designs for inclusion in design documentation.
- Designed test plans and scripts as well as use cases and procedures as required.
- Utilized quality centers in facilitating application testing.
- Rendered oversight to a team of developers regarding application maintenance and enhancement implementation.
- Identified release scopes and operational timelines by analyzing inherent business needs and resource constraints.
- Ensured that all information in the application inventory tool is kept up-to-date in compliance with requirements.
- Integrated operational and procedural changes through the development and implementation of a database release scripts.
OTHER EXPERIENCE
Countrywide (LandSafe Inc.) – Plano, TX
Senior Data Architect May 2000–Aug 2004
Electronic Data Systems – Plano, TX
Database Administrator Apr 1995–Mar 2000
EDUCATION
Master of Business Administration in Management – Louisiana Tech University, Ruston, LA
Bachelor of Science in Computer Science cum Laude – Louisiana Tech University, Ruston, LA
Salesforce.com Certified Administrator
PROFESSIONAL DEVELOPMENT
Systems Engineer Development Program
Six Sigma: Green Belt Training
AFFILIATIONS
Salesforce.com Users Group – Dallas, TX
AWARDS AND HONORS
Platinum Recognition Award
Gold Recognition Award
ACTIVITIES
Secretary, Membership Chair, Legislative Chair, and Board Member – Parent-Teacher Association (PTA)
Member – Parent-Teacher Organization (PTO)
Member – Band Booster Club
Member – ALPS (Gifted and Talented Parent Support group)
Committee Member – Homeowners Association (HOA)
Girl Scout Parent and Leader – Girl Scouts
Committee Member – BAC Volunteer Communications
Communications and Choir Director – Dallas Community Center
Member and Former Academic Chair – Delta Zeta Sorority
TECHNICAL ACUMEN
Programming Language SQL, HTML, CSS
Business Management Salesforce.com, SQL Server 2008 Management Studio, Quality Center
General Software Microsoft Office Suite, Microsoft SharePoint, SNAGIT, One Note, Visio
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