Management Project, Business Analyst, Customer Service

Jeannine Lebherz

Clayton, DE ***** ********@*******.*** 302-***-****

Summary

Business Analyst with extensive experience in financial services industry supporting business areas such as Human Resources, Project Management, and Information Technology. Customer focused with strong troubleshooting and relationship building skills. Leverages unique ability to facilitate communication between technology departments in order to serve as liaison to nontechnical resources. Experience leading global teams for outsourcing of computer operations.

Project Management

Time Management

User Training

Testing and QA

Help Desk

Customer Service

Experience

Capital One Finance, Wilmington, DE

Human Resources Associate (2014 – 2015)

Coordinate system and processes associated with semi-annual performance management project. Manage project plans through all phases of project development and implementation to ensure deliverables are completed on time for ad hoc projects. Serve as Performance Management point person for handling system and reporting issues.

Provide weekly project plan progress updates for Project Management and core business teams to identify / address obstacles and facilitate adjustments to key milestones and time frames.

Partner with HR consultants to ensure seamless processing on Promotion Approval Day (~1500 promotions processed twice a year). Coordinate mock run in advance with Performance Management and IT teams and provide training regarding reporting and procedures to assure excellent user understanding of system.

Conduct system testing and reporting of new Performance Management enhancements to assure smooth implementation of upgrades.

Represent Performance Management on all cross-functional projects. Tested and launched performance appraisals for >45K employees; established alternative scenarios to modify calculations for professionals that had been in their role for under a year (e.g., newly-hired, newly-promoted, on leave, etc).

Process Manager (HSBC Card and Retail Services acquired by Capital One in 2012) (2011 – 2014)

Managed all phases of project development and implementation ensuring that business deliverables were met on time. Interacted with business and technical areas to develop and execute project plans for all tasks related to facilitate new product launches.

Facilitated weekly team meetings and followed-up with team members to resolve business or technical issues.

Produced and/or monitored creation of all project management documents for projects resulting in accurate, up-to-date project information to present to management. Maintained / managed project plans to ensure business deliverables were met on time. Provided Management with weekly status updates re: milestones, issues, etc.

Developed and maintained weekly tracking of status for acquisition integration-related projects.

Proposed creation of enhanced Employee Recognition program within HSBC’s Card and Retail Services department. Asked by management to select and lead team that established objective criteria for peer recognition of individuals that demonstrated core values and competencies.

Received “Excellence in Action Award” for role on team that led to 17% improvement in media fulfillment rates.

Sr. Analyst Business Systems, HSBC Technology Corporation (2005 – 2011)

As Clarity Regional Implementation Manager, coordinated release enhancements for time and project management application. Managed outsourcing of all Clarity Work Requests by creating Centralized Quality Service Organization.

Served as liaison between users and developers for Clarity system, attending status meetings, facilitating UAT and post release testing, and managing pre- and post-release communications to assure timely, consistent, and seamless system releases. Implemented policies and procedures including training materials/user guides.

Sr. Analyst Business Systems, HSBC Technology Corporation (2005 – 2011) (continued)

Proposed establishment of Clarity Champions from key stakeholder areas. Facilitated regular meetings to communicate impact of releases and best practices in order to optimize productivity and process excellence. Provided coaching to stakeholders and their teams on Clarity techniques and processes.

Implemented procedures and controls for billing of Clarity projects. Enabled improved productivity and accounting accuracy by automating feed for chargebacks to payroll regarding resource allocation for each initiative.

Built and managed team to meet technology support needs (e.g., Clarity work requests, technical training, and help desk functions). Led improvements in response time (94.35% and 98.76% completion rates within one and three business days, respectively). In addition, provided ad hoc support to all regional employees.

Participated on Clarity OTM (Onboarding/Training/Mentoring) Working Group to promote continuous quality improvement. Leveraged ideas from group to enhance training materials and courses; developed videos and ‘Ask the Expert’ sessions to improve customer knowledge and understanding.

Analyst Business Consulting, (HSBC acquired Household Technology Services in 2000) (2000 – 2005)

Served as key IT support Insurance Services business. Ran reports regarding project status and created new project records in NIKU (predecessor system of Clarity).

Created, maintained, and tracked System Project Requests (SPR); ensured that all relevant documents were attached in SDM (System Development Methodology), a document management system.

Followed up with all department personnel to assure accurate entry of project-related timesheet data on weekly basis. Enabled project-specific cost allocation and tracking.

Early Career Experience

Held roles at Household Technology Services as Associate Business Systems Analyst, VM (Virtual Management) Technical Analyst, and IS Technology Administrator prior to HSBC acquisition.

Education

MBA, Centenary College, Hackettstown, NJ

BS, Computer Information Systems, Centenary College, Hackettstown, NJ

Professional Development

Clarity PPM Fundamentals

Building Strong Customer Relationships

Measuring Team Performance

Applying Leadership Basics

Business Meeting Skills

Developing Yourself as Leader

Be an Effective Facilitator

Technical Skills

Global One

Clarity

Word

Excel

PowerPoint

Lotus Notes

UltiPro

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