Dina M. Phinnessee

**** ****** ******* ****

Marietta, GA 30066

acw97h@r.postjobfree.com

Home: 770-***-****

Cell: 404-***-****

Professional Profile:

Hardworking, dedicated, detail oriented, professional team player with over 15 years of experience with progressive responsibilities in Process Improvement

and Project Management . Flexible leader who is able to juggle multiple assignments and work with a diverse team of developers, designers and vendors.

Demonstrated leadership skills and competencies include: excellent written and verbal communications, project management, process management,

organizational skills, problem solving and teamwork. Strong ability to build consensus and communicate effectively at all levels. Strong analytical, research and

organizational skills. Strong relationship management skills working across multiple levels of corporate and field staffs with demonstrated ability to build and

maintain effective working relationships with all levels of management and staff. Experienced in presentations to multiple levels of management.

Professional ability to understand and articulate business strategy, overcome project hurdles, and improve team performance.

Professional Experience:

SunTrust Banks, Inc., Atlanta, GA Sr. Project Manager February 2015 - current Responsible for oversight of large-scale projects from initiation to completion for Strategy & Execution Services. Ensure projects are delivered on time by working closely with various lines of Business and Cross-Functional delivery teams.

Manage $MM project that will improve the process for investment planning for the bank

Manage 3rd party vendor relationships to ensure ontime development and delivery

Worked with Enterprise Information Services Team to plan technology improvements for the Coporate New Teammate Onboarding Process

Conducted working sessions to undestand current state, future state, and gap analysis for Coporate New Teammate Onboarding Process

Worked with VP of Marketing Strategy and Planning to create the 2016 Marketing Strategy Plan

Worked with Program Directors for Business functions during the Investment Planning Cycle

Reviewed and Analyzed Funding requests to ensure adherence to budget

Managed Consumer Banking process improvement project focused on the account opening process

Managed project to make system enhancements that improve project forecasting and planning

Managed project to allow the bank to realize additional capacity, increased utilization, additional throughput, and improved customer satisfaction,

by using industry wide best practices focused on detailed project scheduling and better alignment of Supply and Demand

Cox Media Group, Atlanta, GA Program Manager (contractor) December 2014 - February 2015 Responsible for oversight of multiple, large-scale projects from initiation to completion for Cox Media Groups’ Radio Program. Utilized Agile Methodology to ensure projects were delivered on time

Successfully managed project teams that implemented new audio streaming capabilities for 55 Radio and Newstalk stations within the Cox Media Group

footprint

Planned and faciliated working sessions as needed based on project needs

Utilize Agile Methodology to implement projects in a shortened timeframe

Lead all activities related to Agile Methodology including Iteration Planning meetings, Scoping/Estimation meetings, and Daily Scrums

Provide daily status update to business partners and Key Stakeholders and provide weekly updates to upper management

Facilitated weekly status reporting meeting to provide update to Business Owner

Work with development teams and key stakeholders to tightly define project requirements, as well as define them

Facilitated communication with creative team, third parties, legal, and development teams

Worked with internal and external developers to meet project goals

Cultivate and maintain relationships with upper management to understand, define, document and/or improve business processes and strategies

TURNER BROADCASTING SYSTEMS, INC., Atlanta, GA Sr. Project Manager November 2010 – November 2014 Responsible for managing multiple, large-scale projects from initiation to completion for sports clients (PGA Tour and NBA), inclusive of projects requiring intensive technical integration. Responsible for leveraging both process and project skills to assess process opportunities, define, and deliver solutions.

Plan and faciliate working sessions as needed based on project needs

Succesfully managed the portfolio of project work for nba.com Summer League 2013 and 2014

Successfully managed the cross functional team that launched the improvements to video quality for nba.com mobile web

Successfully managed the team that launched the redesign of the NBA’s TNT Overtime Video Product

Successfully managed the team that launched 30 NBA teamsites onto Drupal Platform

Utilize Agile Methodology to implement projects in a shortened timeframe or Standard SDLC to implement projects as applicable

Lead all activities related to Agile Methodology including Iteration Planning meetings, Scoping/Estimation meetings, and Daily Scrums

Provide daily status update to business partners and Key Stakeholders and provide weekly updates to upper management and NBA clients

Partner with metrics teams to obtain web analytics reporting

Identify areas of needed improvement by partnering with cross-functional teams to leverage key findings

Work with development teams and key stakeholders to tightly define project requirements, as well as define them

Facilitate communication with creative team, third parties, legal, and development teams

Work closely with internal and external developers to meet project goals

Cultivate and maintain relationships with upper management to understand, define, document and/or improve business processes and strategies

Participate in high visibility process improvement team tasked with making improvements within NBA Digital and faciliate meetings as needed

Apply the appropriate tools to effectively lead problem-solving sessions as needed

Successfully managed the team that launched the complete redesign of major golf website

Successfully managed the team that launched Leaderboard Video on Demand that increased video consumption by 40% within the first week

Successfully managed the migration of www.pgatour.com Member Services from legacy platform to a new Member Services platform

Managed the project team that launched the iPad App for PGA Tour in January 2012

SUNTRUST BANK, INC. Atlanta, GA Business Process Consultant 2006 - 2010 Responsible for working on specific projects within the Enterprise Business Process Services (EBPS) portfolio, leveraging both process and project skills to assess process opportunities, define solutions, and deliver solutions

Participated in the assessment of potential new projects, analyzing opportunity at high-level and defining approach, including appropriate

involvement level from the EBPS

Coordinate and perform analysis of current state process and issues/gaps to identify areas of needed improvement

Defined process and roadmap to achieve the desired and/or recommended future state

Provided guidance concerning the business implications of process improvements

Established and maintained relationships with senior management to understand and document business strategies

Cultivated and maintained relationships throughout the enterprise to understand, define, document and / or improve business processes

Traveled to the field as needed to obtain buy-in and to implement corporate initiatives

Applied appropriate tools to effectively lead problem-solving sessions for teams throughout the enterprise

Facilitate and lead process improvement activities while developing value-added processes and solutions that drive Client Satisfaction and Retention

Designed and implemented call study to identify areas of cost saving opportunities for Call Centers

Designed and modified business process flows and written procedures to improve efficiencies throughout the Retail Line of Business

Managed corporate initiative to improve the New Hire Onboarding process

BELLSOUTH TELECOMMUNICATIONS, Atlanta, GA Online Marketing Product Manager(Online Retail Markets) 2005 - 2006 Responsible for the development and implementation of online marketing, email campaigns and promotions to drive online sales for strategic products including, BellSouth® Long Distance®, BellSouth® Complete Choice®, and Additional Lines. Utilize research, customer needs, competitive analysis, and web analytics to define customer requirements. Lead and support cross functional teams

Maximized customer interactions by stimulating new customers, improving conversion of existing site traffic, and implementing ongoing site

enhancements

Maintained relationship with advertising agencies to determine concepts and stimulation tactics in support of key business strategies

Worked to facilitate regular communication between BellSouth and vendors ensuring key performance indicators were achieved and maintained

Worked with advertising agencies to determine interactive media plans to drive traffic to the site and stimulate sales

Reviewed and analyzed metrics to determine media performance and overall sales results compared to projections

Utilized Web Analytics tool (Omniture) to determine usability and identify process improvement opportunities

Provided insight on usage trends and anomalies, making recommendations to improve business and marketing decision-making

Supported sales and marketing initiatives. Evaluated the effectiveness of marketing programs, including e-mail and search engine

marketing campaigns. Made recommendations for improvement and monitor impact of changes

Performed quality control checks and monitor the implementation of procedures that are necessary for consistent and accurate reporting and

analysis of Web site traffic

Managed $200K online creative budget to drive traffic to website and convert to sales

Increased units for strategic products by 45% from April to June 2005

BELLSOUTH TELECOMMUNICATIONS, Atlanta, GA Project/Process Improvement Manager 2001 – 2005 Served as Subject Matter Expert for DSL Billing and Retention Center. Effectively managed the lifecycle of key products and system enhancements, including ideation, planning, analysis, testing, implementation, and maintenance. Developed, maintained, and revised written call handling flows. Worked closely and interacted directly with business owners and stakeholders to identify, rationalize and document business requirements. Participated in User Acceptance Testing for New Products and Tools.

Developed, maintained and trained employees on the Business Continuity/Disaster Recovery Plan for DSL Billing & Retention Center,

which outlined processes to be followed in the event of a disaster

Managed team that successfully designed and implemented a new Call Tracking mechanism which allowed for better reporting and analysis of

client call types

Managed team that successfully created and implemented a new and improved Knowledge Based Tool for the DSL Billing and Retention Center.

Managed the implementation of new tool to improve efficiencies associated with Customer Escalations

Created Offline Specialty Teams that were responsible for handling the most complex customer issues

Managed the team that successfully implemented call quality monitoring software within the center

Managed $1million Awards and Recognition budget. Created daily and weekly contests and activities to boost employee morale, while remaining

under budget

Developed and managed performance metrics. Received recognition for my role in improving CSAT scores from 69% to well over the 80% objective

Managed contracting employee and served as Lead for a team of 5

Designed and modified business processes/procedures to improve center efficiencies

Designed training strategy; developed content, and delivered training as needed

Developed business cases and processes for cross business unit projects

Conducted impact analysis to determine the overall cost estimate for creating, implementing, and supporting new products

Facilitated meetings to determine process needs for various new products

Formulated scope and objectives relative to the organization’s business plan and marketplace trends

Recommended more cost effective practices for business

Made process improvement recommendations that assisted the business in achieving its goals and objectives, leveraging best practices

Designed and/or modified processes and procedures to solve complex technical problems

Received training and used Six Sigma Methodology for Process Improvement (DMAIC)

EDUCATION, CERTIFICATIONS, COMPUTER SKILLS, AND ADDITIONAL KNOWLEDGE:

BACHELOR OF SCIENCE –Biology, University of Tennessee, Knoxville (1990 – 1995)

Managing IT Projects Certification (George Washington University) AND Quality for Project Management Certification (George Washington University)

Six Sigma Green Belt Certified AND Lean Sigma Certified

Helix PLAN Facilitation Methodology Certified

Clarity Project Management Tool

Process Engineering Methods and Procedures/Tools and Techniques AND BPM Methodology

Remedy Action Request System AND JIRA Ticketing System

Windows NT, Windows 2000, Windows XP, Microsoft Word, Excel, Visio 2000, Power Point, Access, Microsoft Project 2000

Understand and speak some Spanish

REFERENCES

Cayce Williams, Supervisor at SunTrust -770-***-****

Charles Beard, former BellSouth and SunTrust colleague – 770-***-****

Contact this candidate