Administrative Assistant Customer Service

Project Manager Analyst Administration

Digital Deployment Campaigns Vendor Relationships Documentation Compliance

Collaborates effectively with internal clients to meet deadlines and ensure quality campaigns are delivered to customers within cost and time constraints. Key strengths in relationship building, problem solving and negotiating. Manage issues, find solutions to serve internal and external customers.

Record of success in end to end production and launch of email campaigns. Expertise in project management, documentation, compliance and control. Strong UAT project and application testing.

Advanced administration skills in financial and government offices (10+ years’ experience)

Technical Skills

Microsoft Office (Excel, Word, PowerPoint, Outlook, SharePoint)

Working knowledge of audit & reading for SAS, SQL scripts CCMP Metrics Reporting

Quickbooks; AR/AP, small business payroll processing

Concur T & E platform Lotus Notes

AS400 System (research, queries)

Corporate banking platforms – mainframe deposit, commercial analysis

Savantage Financial Systems (Dbase Federal Government Financial Obligations)

Professional Experience

Citi Group, Irving, Texas

Digital Marketing Campaign Manager 2011 – 2016

Managed relationships with third party vendors (Exact Target, Experian, Epsilon) to ensure on time and accurate deployment of all Citi Cards email campaigns; processed concurrent 33-35 monthly marketing campaigns. Provided comprehensive creative design audits including reasonability of volume, legal and business approvals are obtained, and all documentation completed. Managed deployment drive calendar for all cross function campaigns, ensuring customer centric marketing efforts to utilize the best revenue-making campaigns are deploying and duplicate programs are not negatively impacting Citi customer experience. Lead for all research and document email deployment errors, working with Control & Compliance to determine best remediation plan for impacted customers.

Achieved 70% increase on documentation accuracy between Citi business and vendor deployment checklists through Quarterly Vendor Audits. Built process step updates, streamlined input of data, obtained internal client approvals, ensuring Control & Compliance rules met.

Managed workflow with Internal business owners and third party vendor (Acxiom) to evaluate missing campaign criteria. Provided audits and approvals for Eligibility, ensured criteria was targeted/suppressed for campaigns. Achieved 99.5% on time shipments of data files to deployment vendors, keeping campaigns on schedule.

Decreased business approval and paperwork by 25%, reducing manual capture of business steps and approvals across multiple campaign programs by implementing electronic signature capture.

Developed a performance tracking scorecard based off critical vendor functions to monitor, report and analyze progress and performance of consultants; scoring on timeliness, accuracy and customer service to provide direction and feedback on increasing teamwork and building relationships. KPI & SLA metrics reporting.

Provided audits and approvals for Eligibility, ensured criteria was targeted/suppressed for campaigns. Maintained drive Calendar for Dbase Marketing for end to end processing on scheduling marketing campaigns.

Processed and approved all vendor invoices

Managed ongoing updates for campaign Procedure Manuals.

Department of Homeland Security, Grand Prairie, TX; 2010 - 2011

Administration Management Program Analyst - Consultant within Federal Protective Services

Managed changes and protection of the integrity to the Scope of Work (SOW) documents for a five state region, budget in excess of $30 million annually. Prepared estimates for security assignments, conducted research, obtained invoice approval for region, including SSA, US Courts and Immigration. Executed administrative duties.

Accomplished guard service order coordination on $8 million annual budget for five state region.

Created and sustained Federal Emergency Management Agency (FEMA) Tracking Log and managed funding for each site location in the region.

KLD Logistics, LLC., Grapevine, TX; 2009 - 2010

Executive Administrative Assistant

Managed accounts payables/receivables/collections, all company administrative activities for logistics firm, reporting to Owner/CEO. Prepared databases using Excel, created presentations in PowerPoint for home inspections and energy audits.

Citi Group, Irving, TX; 2007 - 2008

Project Analyst - Consultant

Project lead for Technology Project Requests in Cards Database Marketing Acquisitions Division. Directed project calls to manage issues and complete milestones for each project.

Lockton Companies, LLC., Dallas, TX; 2006 - 2007

Business Analyst - Consultant

Built loaded compensation for 140+ employees; factoring producer commissions and overhead to develop formula on Profit &Loss for 600+ commercial clients. Wrote training materials for ongoing P&L modeling for staff.

JP Morgan Chase, Dallas/Fort Worth, Texas; 1994 - 2005

Production Support Analyst 2004 – 2005

Managed reporting, account certification, charge offs and recoveries for operations group. Prepared monthly Business Reviews for metrics and performance reporting. Managed small staff of Reconciliation team. Managed company-wide SAP General Ledger upgrade test script execution and documentation.

Business Analyst, Global Treasury Mgmt Services (Account Analysis) 1999 – 2004

Collected $6 million while managing a mid-size collections project.

Prepared trend and analysis of operations business health and performance, including SLA & KPI metrics.

Sr. Administrative Assistant 1994 - 1999

Customer service complaint management and issue resolution within retail banking.

Project administrator for Project One during bank merger/acquisition; Event Planning.

All senior level administrative duties, including Org Charts, Presentations, Calendar Mgmt.

Education & Professional Development

A.B.A., General Business Administration - Oklahoma State University, Stillwater, Oklahoma

Managing Operations Certification, Boston, Massachusetts

Project Management Certification courses completed

Security Clearance:

Department of Homeland Security Public Trust Suitability Investigation, Approval for 5C Risk Assignment

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