Project Management Customer Service

CHRISTIAN A. RIVERA

Santa Fe Springs, CA *****

(562) 922 - 2058

Email: *.*.******@*******.*** LinkedIn: linkedin.com/chrisarivera

SUMMARY OF QUALIFICATIONS

Seasoned Project Manager with diverse 15+ years experience beginning in the US Army and progressing to Fortune 50 industry leaders Verizon, JP Morgan Chase and Citibank. Leads mission-critical project success via hands-on leadership, innovative solutions, and leading-edge methodologies including PMP, Stanford Advanced Project Management and Lean Six Sigma best practices. Develops, quantifies, and tracks KPIs while ensuring stakeholder and team satisfaction. Proactive liaison between executive leadership, technical and non-technical staff, internal/external departments, and VIP clients.

§ Successfully completed strategic and innovative projects within large highly complex organizations, in the areas of process improvement, compensation, employee development, tactical sales procedures and operations enhancements within budget, schedule and scope.

§ Proven track record of rapidly adapting to various industries, cultures, and matrixed/non-matrixed environments effectively spearheading cross-functional teams to quality and productivity that exceeds stakeholder expectations.

§ Specialist in achieving effective and efficient scalability, streamlining workflow, reducing costs, removing team impediments, and creating a results-centered culture.

Project Management • Program Management • Leadership • Process/Procedure Improvement • Reporting • Analytics • ITIL Stakeholder Engagement • Microsoft SharePoint • Proactive Solutions • Team Development • Change Management • KPI Development • Strategic Thinking • English/Spanish Fluency • Microsoft Project 2013 • Treasury and Cash Management • Mortgage Banking • Banking & Financial Management • Lean Six Sigma • Risk Management

EDUCATION/PROFESSIONAL CERTIFICATIONS

Masters of Science (MS), Information Technology; Florida Institute of Technology, Melbourne, FL (3.75 GPA) (Expected Jun 2017)

Masters in Business Administration (MBA), emphasis in Finance; Pepperdine University, Malibu, CA (3.65 GPA) Aug 2016

Bachelor of Science (BS), emphasis in Finance and Economics; California State University, Los Angeles, CA June 2004

Stanford Certified Project Manager (SCPM) Stanford University, Stanford CA, (Expected Apr 2017)

PMP. Project Management Professional, Project Management Institute (License #1864236)

Lean Six Sigma Green Belt, Simplilearn Training Certification Program (License #LSSGB-OL10234)

ITIL Foundations, Simplilearn Training Certification Program, (Expected May 2017)

PROFESSIONAL EXPERIENCE

VP – CONSUMER BANKING, Citibank, Los Angeles, CA Jun 2014 -

Present Leveraged 15+ years effective and efficient project oversight, cross-functional team leadership, and organizational continuous improvement expertise to direct cross-functional team managing $180M in assets. Lead key operational projects to identify areas of underperformance and build profit-focused collaborations with internal/external stakeholders while successfully improving KPIs (productivity, customer satisfaction, profit, growth, etc.)

§ Achieved key recognitions including top 3% national ranking and 94.8% customer service ratings, (#3 in the nation) through successfully managing key stakeholder’s satisfaction.

§ Chaired meetings with all organizational levels to insure constant communication and project performance

§ Successfully completed key regional projects requested by senior leadership to increase digital/mobile customer engagement.

§ Increased department efficiency by 50% while reducing headcount and improving customer service through proficient training and scheduling.

§ Ideated and implemented more effective sales processes that increased client engagement and P&L results.

§ Collaborated with Bank Senior VP to analyze personnel and operations and plan short/long-term goals for the business.

VP – CONSUMER BANKING, JP Morgan Chase, Long Beach, CA Nov 2011 –

Jun 2014 Oversaw major construction and facility development projects for two $4M+ bank branches in Southern California, successfully delivering all project milestones within budget, schedule, and scope. Managed stakeholder satisfaction and engagement; collaborated with multiple 3rd party vendors such as municipal inspectors, real estate directors, site superintendents, trades.

§ Led project meetings with all decision makers to present project progress and address concerns; control costs and streamline workflow.

§ Upon branch project completion was assigned a VP role to oversee a $7.2M branch budget, attaining 260% to quota for new accounts and gaining 2K+ families as members through various process improvement projects.

§ Led continuous stakeholder initiatives within the branch and region to reduce costs and increase profit; resulted in highest ranking for company performance two years in a row and a 97% overall customer satisfaction score (#1 in Orange County Market, #2 in California, #5 nationally). In addition, earned 100% employee satisfaction ratings two years in a row.

DISTRICT/STORE/SALES MANAGER, Verizon Wireless, Los Angeles, CA Sep 2004 –

Nov 2011 Promoted continuously during tenure to areas of increased leadership and responsibility, specializing in process improvement and managing complex projects involving HR, inventory management, product launch, and client relations. Recruited, hired, and mentored 100+ staff up to store managers.

§ Project leadership expertise led to earning President’s Cabinet Winner award twice, a 98% operational performance rating, and consistent YOY sales growth.

§ Ensured efficient on- and off boarding of staff to comply with corporate, state, and federal requirements.

§ Worked with corporate leadership to create and oversee processes and procedure improvement projects that reduced inventory loss, improved sales, boosted morale, retention, and productivity. MILITARY EXPERIENCE

Front line supervisor in US Army, Notable achievements include learning effective and efficient coordination with peers in the US Air Force and US Navy, as well as special projects with international allies. Led teams up to 7, staff evaluations, and training. Honorable discharge. Secret Clearance (Non-current) Further details upon request

TRAINING AND RELEVANT COURSES

Stanford University

Converting Strategy in to Action, Leadership for Strategic Execution, Leading Effective Teams, and Executing Complex Programs.

Pepperdine University

Strategic Management, Quantitative Analysis for Business Operations, Information and Process System, Integration in Business Operations, Accounting Information and Control Systems, Investments and Portfolio Management, Global Capital markets and Institutions and Valuation and Corporate Combinations.

Florida Institute of Technology

Project Management for Information Technology, Information Security Management, Global Information Technology Management and Computer Systems Administration

Simplilearn

Managing Successful Programs, Prince2, Micro Soft Project 2013, Micro Soft Excel, Cobit5

PROFESSIONAL MEMBERSHIPS

US Army Veterans Group

Project Management Institute

Lean Six Sigma

Hispanic MBA Association

Contact this candidate