SUMMARY

**+ years experience with banking or financial institutions, 15 years experience with managing large and small groups of people. Easily work with other teams. Strong desire to succeed. Experienced at working with groups to determine needed requirements for projects. Searching for a company with good culture and open to providing opportunities for internal growth that will pair with my experience and dedication.

SKILLS & ABILITIES

Dynamic Leader Proficient in counseling, coaching & career conversations Customer Service Leading Change Management Results-Oriented Quick Learner Root Cause Analysis Training and Development Customer Centric Approach Management Expense Control Creative Problem Solving Project Management Customer Needs Assessment Customer Satisfaction Vendor Management Proficient in Microsoft products: Excel, Visio, Teams, Word and Outlook.

EXPERIENCE

Dates From –August 2018 - Present

OneMain – Business System Analyst

As a BSA I lead projects in collaboration with business units, playing a key role in determining project requiremnets and scope. Cross-functionally, and collaborative, I captured the project details, set meeting cadense, and gathered approval prior to submitting the requirements from the development teams. I worked closely with the technology teams to determine how a project can be executed, then meet with the business unit to review. During analysis from the development teams I provided assistance with any questions, screen prints, testing, and ensured the project reached the projected release date.

Dates From – May 1995 – August 2018

OneMain – CSR in Branch 1995-1999

Cash Management Representative – 1999-2000

Sr. Tech Support Specialist 2000-2003

Tech Support Lead, Support Supervisor 2003-2014

Sr Support Supervisor, Support Manager 2014-2018

As a manager of the help desk of OneMain my focus was on customer service, working daily with branches and centralized team members to help them resolve issues or help them implement new processes. I was responsible for various sized groups of team members. I was able to identify, evaluate and analyse the help desk processes to create solutions and optimize our resources. During this time, I also managed change from releases, ensuring our team was prepared to help with new procedures and determine if the process was working as planned. I managed staff-to-call volume, staffing changes, and scheduling. Frequently, I was asked to lead internal projects and participated in projects from other departments. I conducted audits of vendor access as well as reviewed departmental access and procedures. I collaborated with business partners to create solutions beneficial to both parties. I also managed the call flow from our IVR system by recording messages and kept all recorded messages up to date. When issues did occur, messages were recorded and company wide announcements posted so that branches and central groups would be aware of any issues or workarounds as quickly as possible, while also joining group calls to help other teams understand the issue so that it could be resolved as quickly as possible.

Additional job history available upon request, including First Federal and Permanent Federal.

Education: Oakland City - Some college courses – Business related / North Posey High School