Project Manager Sales
Resume:
Senior Business Process Analyst & Technical Writer: Compliance
Documentation
Offers results-driven, project management approach to designing and
writing technical and business process policies and procedures; Conducts
workflow analysis with team collaboration; and Produces audit-ready
compliance documentation-critical for business units and users, and
adaptable for training program development and delivery.
Maintains ISO/SOX compliance focus and a strong strategic, full-cycle
quality audit perspective design and re-design to directly support and
enhance corporate-wide continuous improvement and customer satisfaction
initiatives.
Highlighted industries served include: IT security and infrastructure
operations for banking clients; Banking mortgage IT and call center
servicing; Customized IVR user acceptance scripting and testing; U.S.
government-sponsored home recovery/loan modification programs; Healthcare
facility management, personnel and service management software
applications; Training program proposals (RFQ/RFPs) and learning
management systems, Statements of Work, BRDs and CRM requirement analyses
and implementation.
Formal Education
Masters Advanced Masters of Science Education Bachelor of Arts
Certificate 200*-****-****
Project Management Adult-Continuing Education Liberal Arts,
George Washington Curriculum Design, Business & Psychology
University Industry Eastern Illinois
Washington DC Northern Illinois University University
Extension Program at DeKalb IL Charleston IL
Motorola Campus
Competencies & Methodologies
Information Mapping; Business process ISO 2700 series, SAS70, OCC, PCI /
analysis approach to technical PA-DSS, Dodd-Frank Act and
writing-policies, procedures, Sarbanes-Oxley (SOX) compliance
resource/user manuals, QRGs, FAQs, and documentation and audit methodology for
role-specific job aid/workaround manu-facturing, distribution, finance
matrices; IT Sys Ops Service Desk Plus and Federal Govern-ment regulations;
(change management, resolutions, system quality system reviews (QSRs); and
access and incident request tracking). customer contact centers.
PMI/ESI Project Management principles and Talent and Change Management,
methodology; Formal report writing to Organizational Development; Workflow and
document the analysis and corrective gap analyses to design productivity
action/remediation plans. improvement, training for employees,
supervisors or managers.
Curriculum and instructional design, SharePoint and KnowledgeLink
Kirkpatrick, ADDIE, documentation management solutions to a)
Criterion-referenced/Performance-based track original contribu-tions, version
instruction to analyze, design, develop, and release control; and b) maintaining
implement and evaluate training programs. cross-referenced, shared documentation
libraries.
MHA HAMP solution center operations; MS Communicator; WebEX, Live Meetings/Go
Major banking institutions' best To Meetings; Screen capture programs
practices in default/ bankruptcy/ such as SnagIT, GreenShot, Paint and
recovery to ensure on-going adherence to Snipping Tool, among others.
customer information security
requirements.
Windows, Citrix/VPN; MS Office LPS Empower, LOS- documenting mortgage
Suite-Word, Excel, PowerPoint, Project, procedures for sales/origination,
Outlook, and Visio; Authoring systems, adverse actions, fulfillment (setup,
such as SharePoint &Visual SourceSafe; processing, underwriting, quality
and desktop publishing programs, such as assurance, closing and post-closing
Adobe InDesign. activities).
Professional Contributions and Accomplishments
Interim Reviewer/Editof Sworn Document Compliance September to November
2014
Contract Consultant for Chase, Lewisville, TX
. Retrieved assigned documents to assess gaps in standardized text building
in those gaps for subsequent LOB approval and release.
IT System Operations Writer Policies & Procedures April to August 2014
Compliance Documentation aligned with OCC, SOX, COBIT, ITIL
Contract Consultant for ClubCorp, Dallas, TX
. Collaborated with SME teams through interviewing, flow charting and
analyzing cross-functional business processes to map subject content into
SOX-compliant documentation; user, administrative and management
guidebooks and Visio process charts.
. Applied best practices approach to IT sys ops documentation initiatives
in change management, system access management and data management
(backups, restoration, disaster recovery processes through to
validation).
Interim Writer/Editor for Software End User Procedures January to March
2014
Contract Consultant, Medsynergies, Irving, TX
. Designed, developed and implemented (a) SOPs and case scenarios playbook
for software management issue resolution in three publishing formats:
Word, web and InDesign, (b) Visio flowcharts and documentation of
compliance process timeline, (c) software UAT plans; Designed client
profile portfolio to link profile data to SalesForce and playbook (a)
above.
Project Manager, IT Policies & Procedures January 2012 to January 2014
Contract Consultant, WW Mergers and Acquisitions
McAfee, Plano TX
. Created and managed a library of tiered operational playbooks for IT M&A
services: program and project managers, infrastructure, business
processes and systems integration subjects: onboarding, networks,
messaging, global security, telecom and operational transition; Also:
communications, human resources, marketing and sales operations and sales
engineering.
. Collaborated with teams of SMEs through interviewing, flow charting and
analyzing cross-functional business processes to map subject content into
documentation.
. Applied best practices to tiered versioning, validating and aligning
quality measurements with service standards, evaluations and
recommendations, to ensure execution of continued improvement
initiatives.
ISO/SAS70/OCC Documentation, Contract Consultant October 2011 to December
2011
Saxon Mortgage, Irving TX
ALSO, SAME JOB PROFILE with Different Title and Different client:
Technical and MOP Editor/Writer Special Projects, Independent Consultant
July 2011 to September 2011
NationStar Mortgage, Lewisville TX
. Edited and/or authored extensive operational and compliance documentation
in fast-paced environments with aggressive production timelines to
produce and publish documents that were both accurate and easy-to-follow.
. Managed weekly P&P portfolios of 300+- documents in varying stages of
subject content collaboration and approval from SME input, quality
assurance, compliance through to senior and executive management.
. Applied best practices in quality assurance, audit findings, evaluations
and recommendations, continued improvement initiatives through
effectively executed verbal and written communication.
Interim Instructional Designer, Writer/Editor May 2011 to June 2011
Contract Consultant for Capital One, Plano TX
. Utilized sound instructional design and curriculum principles to create
and execute user training sessions in the:
o Use of document storage and retrieval for specific sets and
categories of procedures
o Coach audit interview process-responding to questions while
demonstrating procedural competence
. Performed workflow analysis using a collaborative and consultative
approach with process owners, users, team leads and SMEs through one-one-
one and small group interviews, conference calls to seek information, to
validate the documentation, and to provide on-going communication for
their group's processes and procedures.
. Incorporated formal writing standards, such as the Chicago Manual of
Style, Information Mapping, among others.
Project Manager, Banking and Mortgage Quality and Compliance Operations
Contract Consultant (2 consultancies/1 consulting corp.) combined
Consultancy from July 2010 to March 2011
Project Manager, HL&I Compliance Technical Writer (January to March 2011)
Bank of America, Home Loan & Insurance and Legacy Assets Servicing,
Joint Ventures Business
. Managed a portfolio of documentation projects (approximately 15-25)
with heavy emphasis on Bank of America Governance and Compliance
guidelines to create, edit, secure stakeholder sign-off and publish.
Project Manager, Quality /Compliance Documentation (July to December
2010)
Contract Consultant for U.S. Department of the Treasury, Making Home
Affordable Program (MHA),
Home Affordable Modification Program (HAMP) and Fannie Mae's HAMP
Solution Center (HSC)
. Responsible for applying the instructions and guidelines in the
Supplemental Directives (SD) for program registration.
. Managed a set of portfolio of policies, guidelines and procedures, call
center scripts, job aids, workarounds (approximately 30) to create
comprehensive procedural documentation.
. Analyzed Registration and Guidance report findings to track adherence
and identify gaps in SD compliances.
QSR Compliance Documentation Writer/Editor
Contract Consultant (2 consultancies/1 consulting corp.) combined
Consultancy from June 2008 to August 2010
Directly for System Services, Inc. (part-time as required June 2009 to
August 2010)
. Supported internal compliance process and procedural documentation
efforts.
. Developed standardized approaches to workflow analysis with information
mapping methodologies and best practices. Additional assignment with
Systems Service's direct client, NDeX West cited below.
System Services, Inc. consulting assignment:
ISO/QSR, SAS70 Project, System Services, Inc., Addison TX
Sub-Contract Consultant at National Default Exchange Services (NDeX) West
(from June to December 2008)
NDeX was the mortgage default services business at law offices of Barrett
Burke, et.al.
. Analyzed largest bank clients' information security requirement OSPs
(outside service providers) and quality/ compliance external audit
results to write and publish the highest level mortgage service and IT
compliance documentation policies and guidelines, and all subordinate
documentation-processes, procedures, desktop workflows for mortgage
default, bankruptcy, foreclosure, and auction practices.
. Designed the IT compliance documentation library to include all relevant
security requirements for the following groups: Leadership/Executive,
Infrastructure and Operations (Change and Release, SysAdmin, Database
Applications, Data Exchange Administration, Network Administration),
Applications Development and Support, Service Desk, Quality Assurance,
and Administrative process analysis.
. Developed a Documentation Management & Control initiative, as a knowledge
management system, and published in SharePoint; Conducted orientation
sessions training users in maintenance of the compliance documentation
library.
. Maintained an understanding of the foreclosure and bankruptcy process, as
well as the banking and mortgage industry's Real Estate Owned (REO) and
county-based home auction processes.
Interim Managing Writer/Editor, On-line Higher Education Curricula
Contract Consultant to HigherED Holdings, Dallas TX April 2008 to May
2008
. Applied project management skills with course development cycle during
interaction with professor staff (as SMEs) to research and write all
components bringing one Lamar University online course to market.
October 2007 to April 2008: Interim professional learning endeavors,
association involvements, and volunteer activities.
Healthcare Management Software Trainer & Market Relations Specialist
QuickCARE Software, Frisco TX August 2006 to October 2007
. Managed training delivery function for therapy management clients' multi-
unit sites nationwide.
. Gathered and analyzed student and client evaluations and feedback.
. Conducted training sessions to physical, occupational, speech therapists
in mastering therapy management software; Supported marketing and sales
of the company's Electronic Medical Records (EMR) technology.
. Worked closely with tech support and call center leadership to ensure
successful software rollouts-CRM (Salesforce)
Project Manager, Property Management and Market Development
Independent Business Development Consultant, Frisco TX March 2005 to
August 2006
. Set business expansion plan in place building a new storage business to
premier status in the industry; and Maintained property and customer
relationship management database software.
Portfolio PM & Loan Consultant, Home Mortgage Sales Origination-Call Center
Specialist
USAA Federal Savings Bank, San Antonio TX March 2004 to February 2005
. Maintained current knowledge of extensive loan products and services to
meet and exceed sales goals.
. Performed underwriting activities, constructed loan conditions and
stipulations, and approved loans in accordance with FNMA, State and
Federal guidelines and regulations; Contributed to call center training
effectiveness analyses: new-hire orientation (industry, procedures, and
issue resolution); on-the-job coaching and mentoring practices; and call
duration & customer satisfaction metrics; participated in UAT of
customized CRM & IVR systems, recommending adjustments to call scripts.
. Met, sustained and exceeded call volume goals and achieved highest volume-
to-loan closure goals among 1200 sales consultants.
Project Manager, Training, Advertising & Marketing, Health & Wellness
Independent Consultant, Chicago IL and Tampa FL June 2002 to January
2004
. Developed and delivered marketing training course to support procedural
workflow documentation focusing on increasing GMP and market awareness;
Created and implemented advertising and marketing plans.
. Designed and implemented a quality system to measure and continuously
improve staff and client satisfaction.
. Developed and trained sales and operations teams on vendor/client
evaluation tools.
Sears Holdings Corporation, Hoffman Estates IL April 2001 to June 2002
Director, Information Technology Training
. Guided customized technical training program development from needs
assessment through production, trainer readiness, delivery and evaluation
ensuring successful corporate-wide rollouts.
. Developed standards model for vendor selection, retention and evaluation
aligned with ISO service standards.
. Sourced, designed and implemented learning management system (eLMS) for
corporate personnel training initiatives.
. Collaborated with IT and operational business units to document and
integrate workflow relationships with formalized processes and
procedures; document control methodologies implemented throughout IT
policies and procedures.
Motorola Solutions Inc., Schaumburg & Arlington Heights IL January 1989
to April 2001
Program/Project Manager, Technical Training & Publications, ISO/Quality &
Workflow Process Improvement
. Built and project managed cross-functional teams to resolve a myriad of
process issues in production, shipping, installation & optimization,
customer satisfaction, and quality system improvement including metrics
tracking and reporting-developed and/or managed document control system
aligned with ISO9000 standards as internal consultant/auditor/trainer
(1992-2001) for regions in North and South America.
. Managed assigned areas of project responsibilities within a two-year
quality system review process for all phases of audit preparation
(including training business units for the audit event) within the
cellular marketing and sales.
. Managed electronic document authoring and management software project to
facilitate responding to RFIs and RFPs among the various technology
groups.
. Managed standards development and implementation for training
administration, including tracking system for internal /external training
hours, billing, training program costs, scheduling requirements,
technical content translations.
. Collaborated with various business units within the cellular division to
document existing workflows and the interdependencies among the units;
Coached designated authors in documentation writing standards; Wrote
extensive processes and procedures across units and subsequently
delivered process training.
. Applied risk and cost analysis and scheduling techniques to 5-year
training program expansion projections for end-users/customers and
corporate functions/operations based on corporate initiatives and
personnel resource requirements.
Adjunct Professor, Part-time Endeavors, and Volunteer History
. Community college-teaching (business education, vocational office
technologies, professional and personal development), curriculum
development, and community relationship liaison (adult education
programs) and small business development programs; coordinating work-
study programs, corporate-owned/operated/sponsored education program
evaluation for college accreditation-cumulative 10 years
. Editorial and freelance writing-high school and university textbooks,
teaching materials which included testing and developmental and
progressive levels of scholastic achievement-cumulative 5 years
. High-end, designer apparel and "big box" on-the-floor retail sales-
personal sales consultant for men and women (clothing, cosmetics,
fragrances, shoes, and accessories)-cumulative 3 years
. Business development consultant-researching, implementing, and evaluating
the results of a myriad business development/marketing campaigns across a
variety of product and service industries, including temporary, long-
term, and consultative staffing solutions- cumulative 5 years
. Volunteer service and fundraiser activities include: Chambers of
Commerce, Community Family Services, Help the Homeless (walks/runs,
public pantry, silent auctions, etc.), Komen Race for the Cure, Lions
Vision Program, Toys for Tots, SPCA of Dallas, Lone Star Westie Rescue
and Angel Trees-lifelong
Professional and Personal Interests and Achievements
. American Training and Development (ATD); International Society for
Performance Improvement (ISPI); American Society of Quality (ASQ); and
Society of Technical Communications (STC); Certified Information Mapping
writing professional; Legislations of interest include Sarbanes-Oxley
(SOX), SAS70, PCI / PA - DSS, Dodd-Frank Act
. Northwest Sailing Association, NWSA, Arlington Heights, IL - Editor-in-
Chief and Social Chair, each 2 years
. Colgate School of Sailing, Ft. Meyers, FL - Certified private cruising
captain for sailing vessels up to 42'
Contact this candidate