Manager Training

Hillary A. Williams

Ocoee, FL ***** • ***- ***-**74

*******-********@***.*** • linkedin.com/in/drhillarywilliams

QA and Training Director Profile

Operations Management / Quality Assurance / Enterprise Training Programs

Emotional Intelligence / Strategic Partnerships / Process Improvement / Regulatory Compliance

Accomplished and results-oriented professional with strong management acumen and 34+ years of experience in consultancy service, resource management, QA, and training and development. Expert leadership of diverse teams to increase revenue, improve productivity, reduce operational costs, and introducing IT innovation.

Responsible for delivering the highest quality product and defining measurable metrics to gauge QA efficiency. An excellent multi-tasker with strong aptitude to effect change, influence, and collaborate within a technical team and with company leadership. Skilled and passionate business-savvy technology manager, excel at remaining well informed of technological advances and investigating superior methods for accomplishing tasks, integrating new technologies, and improving the working environments.

Areas of Expertise:

Strategic Planning and Implementation

Business Administration and Development

Agile Work Methodologies

Software Installation and Maintenance

Long-term Vendor Relationships Management

Product Management and QA Standards

Strategic Alliance and Account Management

Employee and Client Training Initiatives

Project Planning and Management

Cross-functional Team Building and Leadership

Professional Experience

Capco, Dallas, Texas

Consultant (June 2017 to May 2019)

Delivered exceptional consultancy service to assist clients to overcome business, complex technology, and transformation challenges.

Actively synchronized client related activities at the FDIC Dallas office by implementing client centered processes. Ensured strategic process driven improvement and IT innovation to increase business revenue, manage risk and regulatory change, and reduce costs. Coordinated internal and external loan conversions while directly reporting to the executive management. Managed FDIC closings by leading and supporting a highly skilled team of forensic data capture team.

Selected Contributions:

Developed and implemented strategic plans, which reduced loan onboarding timeframe by 70% to FDIC internal core system.

Contributed in successful completion of consulting engagements and supported business management efforts of the Capco.

Achieved significant reduction of 40% in processing time by introducing process augmentation in collaboration with stakeholders.

FIS (Fidelity National Information Services), Orlando, FL (April 1998 to June 2017)

Resource Manager (June 2010 to June 2017)

Headed and supported the definition, implementation, and ongoing management of multiple resource management tools / processes.

Collaborated and effectively resolved internal barriers with large cross-functional teams to accomplish company and division goals. Built and strengthened professional working relationship with both new and existing customers. Functioned in collaboration with FDIC for providing strategic process driven improvement and IT innovation.

Successfully planned and established new departments from scratch while reducing costs and increasing overall productivity.

Online / Mobile Banking QA Manager (July 2007 to December 2009)

Proactively contributed in all aspects of QA, including deployment process, best coverage process, and overall product quality metrics.

Defined project scope and deliverables that support business objectives in collaboration with executive management. Ensured timely and successful project execution by implementing agile work methodologies. Developed and implemented production tracking and QC systems as well as identified production problems by analyzing production, QC, maintenance, and other operational reports.

Selected Contributions:

Established and administered new QA departments and executed QA standards and procedures to achieve quality objectives.

Developed and managed reliable testing environments and supported new sales requiring expertise beyond the sales process.

Training Director (September 2005 to July 2007)

Utilized a wide range of instructional approaches and restructured offerings, which enhanced the usage of effective training materials.

Coordinated with cross-functional departments to determine training needs and develop training policies and procedures. Introduced an overall and individualized training and development plan to address needs of clients. Supported the department in multiple facets of training management, including budget handling, cost control, schedule management, and business revenue generation. Developed and executed cross-functional enterprise training programs for both employees and clients.

Selected Contribution:

Initiated strategic training plans and approaches, which resulted in significant revenue generation of 30% in the first year.

Education and Credentials

Doctor Business Administration in Emotional Intelligence University of Phoenix, Tempe, AZ, 2016

Masters Business Administration in Business Administration and Information Technology University of Phoenix, Tempe, AZ, 2009

Bachelor of Science in Information Technology University of Phoenix, Tempe, AZ, 2007

Associate of Applied Science in Banking Administration, Operations and Supervision American Institute of Banking, New York, NY

Associate of Arts in Childhood Education and Teaching St. Joseph's Teachers College, Kingston, JA

Associations

Delta Mu Delta Honor Society - Chapter President, 2016 to 2018

Induction to Pinnacle Professional Member, 2013

University of Phoenix Alumni

American Association of University Women (AAWU)

Honors and Awards

Consultant of the Year, Cambridge and Continental “Who is Who”, 2010

Publications

After The Hurt With God As My Therapist, 2019

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