Customer Service Project Manager

Sharon Graff 214-***-**** Lake Dallas, TX

adx4yy@r.postjobfree.com linkedin.com/in/sharonrgraff

Executive Profile

A highly organized, detailed operations leader who excels in optimizing all aspects of daily business functions while building and developing high performance teams. Leverages strong interpersonal and communications skills to collaborate up/down and across an organization, working to increase efficiencies and profitability while encouraging an open exchange of ideas. Provides leadership in customer service, quality, and compliance, ensuring a positive customer experience while driving adherence to all applicable state and federal regulations.

Areas of Expertise: Bank Operations Management – Change Management – Partnership Building – Team Leadership

Release Management – Implementation – Problem Solving – Cost Controls – Customer Service – Communications

Office Administration – Training & Development – Research & Analysis – Process Development / Improvement

Select Career Highlights

Bank Operations Management: Directed all aspects of bank operations, including teller scheduling and oversight, reconciliations, check processing, and customer service. Supervised proof operations and check clearing department as well as managing IRA and certificates of deposit functions.

Project Management Expertise: Created a 250-page Data Quality Guidelines Playbook to provide portfolio and project managers instruction on navigating the full project management lifecycle from initiation to delivery.

Team Collaboration & Cooperation: Prepared monthly team meeting documentation (using MS Word, Excel, and PowerPoint), including a list of guest speakers scheduled to share knowledge of key platforms and systems while providing a forum for employee recognition and open discussion.

Professional Overview

H&R Block Lewisville, Texas

Customer Support Professional (2022-2023)

Provided overall office support for Tax Professionals as they worked with clients to complete their annual tax returns.

Setup/rescheduled/checked in appointments and accepted payments from clients for their returns.

PointBank Denton, Texas

Operations Project Manager (2020-2022)

Provided overall Bank support for implementation of new Core system to resolve processing issues and created multiple core reports for informational details.

Established implementation protocol for replacing 9 ATM machines with 18 new ITM machines with Active Teller and tested each installation.

Managed the rollout of the online account opening system to each Branch and supported the day-to-day activity and reporting. Provided end-to-end testing for a new replacement online account opening system.

Bank of America Dallas, Texas

SVP, Consumer Release Management (2014-2018)

Provided reporting and communication support for monthly software releases, including creating and distributing status updates to all invested stakeholders.

Established and maintained weekly Release Change Request process to review and approve additions, removals, and changes to monthly releases after the release closure dates.

Partnered with the TestNet (emergency code migration platform) team to test system enhancements/fixes.

Bank of America (continued)

SVP, Program Management Office: Data Quality (2011-2014)

Established program level routines for 25+ data quality projects, actively managing project system of record updates to the Work Breakdown Structure, adherence requirements, and project settings.

Setup, implemented, and managed a weekly change control review and approval process.

Provided high-level overview and detailed procedures to support standard routines, processes, and policies.

Merrill Lynch Transition, Integrated Testing & Implementation Team (2009-2011)

Supported multiple Line of Businesses with 100+ diverse projects, representing ~300 deployment events.

Managed all aspects of Merrill Lynch Transition initiatives and key events, milestones, and risk management in order to improve end to end planning of testing and implementation activity.

Drove readiness reviews to ensure all operational units were ready to support the change.

Established common communication processes for status updating and escalation of implementation issues.

LaSalle Transition Test Coordinator (2008-2009)

Coordinated integrated testing activities for 80+ LaSalle projects throughout all phases of the testing process.

Interfaced directly with LaSalle Integrated Test Team, Testing Center of Excellence, Release Team, and other lines of businesses to provide regular status updates while resolving any issues that arose.

Developed and drove adoption of a process for tracking each project’s testing status.

Established weekly workgroup forum to exchange information with all project teams (250+ participants).

Global Treasury Services (GTS) Release Manager (2005-2008)

Built a new team from the ground up and led staff in evaluating and reporting on project activities within the GTS line of business; interfaced with partners such as GTS management, Product, Sales, and Client Services.

Developed overall team structure, process, and reporting tools and managed team/individual performance.

Global Treasury Services (GTS) Test Coordinator (2001-2005)

Developed and implemented new process to centralize weekly test cycles across all test regions for GTS packaged releases within the overall Enterprise Release structure.

Interfaced with all upstream/downstream applications and partners to ensure successful completion of end-to-end testing for all GTS participating projects and applications.

Organized and led bi-weekly meetings to scheduling coordinated test activities.

Community Involvement & Leadership Roles

Endowment Committee Vice Chairperson

Lake Cities United Methodist Church

Finance Committee Chairperson

Lake Cities United Methodist Church

Education & Credentials

Advanced School of Banking Program

Texas Tech University

School for Bank Administration

University of Wisconsin

Certified Six Sigma Green Belt

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