PROFESSIONAL SUMMARY:

Proven leader in regulatory and project management roles at various companies, adept in creating robust control environments and enhancing compliance processes. Leveraged PMP certification and exceptional communication skills to foster stakeholder relationships and direct successful projects. Excels in fast-paced settings, demonstrating critical thinking and adaptability.

SKILLS:

PMP Certified, 06/27/2003, #69313

Project Management Software (MS Project, Primavera, PTS)

MS Office

Excellent Communication

Problem Resolution

Project Planning, Testing, Monitoring

Analytical and Critical Thinking

Troubleshooting

Flexible and Adaptable

Cultural Awareness

Multitasking Abilities

Decision-Making

Active Listening

Social Perceptiveness

QA Software Management

EXPERIENCE:

Reg W GPO/Transformation PM Citi: Sioux Falls 01/2021 - Present

■Active member of the Regulation W Governance team, leading efforts on Inventory Maintenance and MCA control tagging and identification.

■Assisted in the development of a strong Reg W control environment by identifying, managing, and overseeing a complete MCA profile for assigned Reg W responsibilities.

■Developed and implemented an effective end-to-end inventory maintenance process for all participating business units and functions through effective and collaborative communication, assignment and segregation of duties, frequent management updates, and compliance with established controls.

■Collaborated with senior management as necessary on financial and resource planning for appropriate Regulation W program resourcing which includes advocating for appropriate personnel, training, and technology solutions required to build a stronger Reg W program.

■Developed inventory process to ensure Citi was Regulation W compliant which resulted in closing an issue linked to Federal MRA.

■Established partnerships with key stakeholders (LIBOR, CPRA and Reg W) to have an effective engagement and communication model.

■Created positive rapport and partnerships with internal audit, PBWM business PMs, LOB heads by utilizing attention to detail, organized approaches, and relationship building skills.

■Led LIBOR and CPRA project by establishing bi-weekly project updates on RAG status, establishing bi-weekly project updates on status commentary, establishing process for change requests along with tracking those change requests, educating team on needs of PTS, creating Teams site, and educating team on Teams.

KYC Project Management Lead/KYC Global Test Manager Citi: Sioux Falls 01/2016 - 01/2021

■Responsible for developing new KYC (Know Your Customer) SharePoint forms for change management and project initiation, allowing businesses to enter requests in a centralized location for discussion and prioritization.

■Developed a post-implementation verification process for KYC business to ensure enhancements in release work in production as designed.

■Led strategic decision-making in situations with limited information and tight time constraints.

■Collaborated with senior leadership to align projects with organizational goals and strategies.

■Oversaw creation of comprehensive test cases based on project specifications.

■Identified opportunities for process automation in order to increase efficiency within department.

■Helped senior IT management improve quality by communicating issues and recommendations.

■Monitored progress of testing activities and adjusted plans as needed to meet deadlines.

■Trained new team members on testing methodologies and tools.

■Investigated reported defects in collaboration with development teams and facilitated their resolution.

■Facilitated communication between testers, developers, and other project team members throughout the lifecycle of each project.

■Managed team of test engineers to ensure timely delivery of high-quality products.

LATAM Digital/Emerging Products Global Test Manager Citi: Sioux Falls 01/2012 - 01/2016

■Led a North America QA Transformation effort at Citi by sponsoring the Service Virtualization initiative.

■Savings from Service Utilization have already been realized since the 1st release (July 2018) with about $250K in savings spanning 8-10 teams.

■Managed middleware group to support Citi initiatives.

■Enabled the team to increase their automation and optimized processes with YTD savings of approximately $72,000.

■Implemented SIT/UAT unification process for Citi LATAM to achieve adherence to SDLC, General Operating Management processes, and reduced redundancy of test scripts.

■Presented regular comprehensive status reports to project managers and senior leadership on testing progress, risks, and issues.

■Maintained thorough understanding of industry best practices for software testing methodologies and trained team members.

■Created detailed test plans outlining objectives, schedules, and deliverables for each phase of testing.

■Coached, lead, and mentored 52 testing resources across Latin America, North America, and India in a unified testing model ensure on time delivery of projects.

■Led a distressed KYC Retail SOW project at Citi changing the status from Red to Green in a very short period of time.

■Improved data quality for the staged data.

■Implemented new HealthCare payment system for Citi, in partnership with Aetna, that allows users to access all bills to all providers via one portal.

■Facilitated communication between testers, developers, and other project team members throughout the lifecycle of each project.

■Actively participated in agile sprint planning meetings as representative of QA team.

■Made recommendations regarding functional requirements or potential challenges to support product design reviews.

Other Positions Held:

■Project Manager CHR Solutions - Sioux Falls (01/2011 - 01/2012)

■Co-Owner RSVP Advertising - Sioux Falls (01/2008 - 01/2011)

■Chief Technology Officer A&B Business - Sioux Falls (01/2007 - 01/2008)

■Project/Quality Team Supervisor; Senior Project Manager CNA Surety - Sioux Falls (01/2002 - 01/2007)

■Lead Consultant Plan4Demand Solutions - Pittsburg (01/2001 - 01/2002)

■Program Manager; Senior Project Manager; Project Manager; Senior Programmer/Analyst 1 LodgeNet Entertainment - Sioux Falls (01/1998 - 01/2001)

EDUCATION:

■PMP Certification - Project Management Institute, 06/2003

■Master's of Science, IT - Colorado Technical University, 12/2001

■Bachelor's Business Administration - Huron University, 05/1998

PROFESSIONAL HIGHLIGHTS:

■Founding member of the PMI Chapter, Sioux Empire Chapter serving as Director of Programs and Development.

■Taught Post Grad / Undergrad Project Management classes at Colorado Technical University.

■Chaired round tables discussions at project management seminars.

■Implemented standard Project Management Methodology at three different businesses.

■Participated in mentorship program where I was partnered with a junior employee who had an interest in pursuing project management.

■Managed a major project which involved convergence two major data centers and 35 branches offices on to one network which resulted in $500,000 annual savings at CNA Surety.

■Managed CRM enhancement (call center) which decreased call volume to the help desk by 56% and resulted in closing of open tickets by 48% at Nuvox Communications.

■Led the integration of an existing ERP system (Oracle) and an existing CRM system (Clarify) by employing new technologies in object-based methodology; this interface reduced the maintenance cost by 60%, saving the company $60,000 annually. Facilitated in ensuring the project was completed on time and under budget.

■Implemented LodgeNet's core enterprise relationship process (ERP) system, which involved the implementation of an automated inventory tracking system that was integrated into Oracle Manufacturing and the integration of customer data from Oracle Financials into a CRM application.

Susan Poust

605-***-****

ad4ulo@r.postjobfree.com

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