Project Manager

Lewis Livingston -Project Manager

Cedar Hill, TX 75104 214-***-**** *****.**********@*****.*** PROFESSIONAL SUMMARY

Results-driven Senior Project Manager with 10+ years of experience leading cross-functional teams, delivering complex projects on time and within budget. Expertise in regulatory compliance, Agile and Waterfall methodologies, risk mitigation, and stakeholder engagement. Adept at driving operational excellence, process improvements, and strategic initiatives in financial services, mortgage, and consumer banking industries. Proven ability to align business objectives with technology solutions, optimize workflows, and lead teams through change management for sustainable growth.

• Project Lifecycle Management

• Leadership of Cross-Functional Teams

• Agile Kanban, Scrum Master Leadership

• Jira & Jira Query Language (JQL)

• Stakeholder Management in Agile Environments

• Process Improvement & Workflow Optimization

• Project Documentation & Reporting

• Strong Communication & Presentation

• Financial & Mortgage Industry Expertise

• Performance Metrics & KPI Tracking

PROFESSIONAL EXPERIENCE

SR. Project Manager Southwest Airlines – Dallas, TX December 2023 to Present Description: Initiate, execute, and close projects for the Operations Strategy & Design department.

− Key Responsibilities:

• Project Plan Development: Developed and executed a comprehensive project plan across all Southwest Airlines operations in Microsoft Project for the company’s first IOSA regulatory compliance audit, which included a Work Breakdown Structure (WBS) and timelines to update over 400 policies and operational standards in time for the audit, resulting in registration a month ahead of our projections.

• Vendor Management: Managed third-party developers for Quickbase projects, ensuring alignment with the statement of work (SOW), project plans, and deliverables. Oversaw project performance metrics to drive accountability, resulting in a successful automation implementation that saved hundreds of manual hours and came in $3K under budget.

• Agile Team Leadership: I led an internal Agile team for Quickbase database bugs and enhancements, using Scrum and Kanban frameworks. I also facilitated all agile ceremonies and managed the product backlog. This approach reduced bug resolution time by 40%, resulting in overall application efficiency.

• Contract Negotiations: Initiated Request for Proposal (RFP) processes for vendor servicing and purchasing contracts, securing optimal terms to ensure cost-effective solutions and alignment with project requirements.

• Project Status Reporting: Delivered executive summaries or comprehensive project status updates to senior leadership, working groups, and stakeholders using MS Project, PowerPoint, and SharePoint. Tracked risks, issues, and decisions, presenting recommendations that enabled proactive decision-making, which reduced project delays.

• Cross-Functional Team Alignment: Coordinated across all Southwest Airlines' operations for our first IOSA audit, using collaboration tools like MS Teams, MS Project, and SharePoint to align project deliverables. Ensured clear communication and collaboration across departments, resulting in successful project completion on time and within scope. AVP IT Project Manager Chase Bank – Plano, TX November 2022 to July 2023 Description: Provide project support for the Consumer Banking Digital Communication Channels.

− Key Responsibilities:

• API & Infrastructure Development: Led the in-house migration of e-coupon delivery, overseeing IT infrastructure, API, and UX/UI teams to design and implement a secure, scalable system. Developed API integrations to automate code generation across multiple landing pages, streamlining operations, enhancing security, and reducing costs and development time.

• Team Collaboration: Spearheaded collaborative development by creating shared project backlogs and Kanban boards in Jira; this nurtured seamless product backlog refinement, ensured alignment among development teams, and facilitated a cohesive development process.

• Jira Dashboards: Employed Jira Query Language (JQL) to craft real-time reporting dashboards in Jira, offering dynamic insights into progress, defects, risks, and impediments. Integrated Confluence pages to deliver project updates and details, effectively reducing the need for frequent meetings and promoting streamlined communication.

• Risk and issue Management: Proactively documented all potential project risks, monitored risks by attending Scrum ceremonies to address risks and impediments swiftly, and rigorously reviewed project requirements for alignment with the plan and scope, leading to decreased design and development risks, minimal technical debt, and ensured adherence to project timelines.

• Efficiently Managed Agile/Waterfall Hybrid Projects: Successfully developed a project plan with timelines, milestones, and task schedules and influenced Product Owners, UX Designers, and development teams to prioritize epics and stories in the backlog for timely project delivery.

• Requirement Gathering: Successfully gathered requirements from the business case, project scope, and marketing leads and obtained approvals from directors to allow the It Infrastructure, UX design team, Product Owners, and API team to add stories to the product backlog, which created efficient cross-team collaboration and development in producing web E-coupon landing pages for Chase products. Lewis Livingston -Project Manager

• Led Multiple Projects: Skillfully developed detailed project plans in Microsoft Project and prioritized tasks with high risk and complexity and in the critical path for each project; met with marketing teams to set timeline expectations, collaborated with Product Owners and development teams to prioritize backlogs for sprints, which resulted in on-time product delivery.

• Collaborative Project Coordination: Engaged with marketing leads, stakeholders, and Product Owners to create the project plan, goals, and scope and drive project direction; meticulously documented the project plan, impacts, and risks within Confluence for transparency, which informed decision-making, provided project updates, and seamless project execution.

• Drive operational excellence: Proactively created an intake process using Jira, which provided transparency, cut meetings, reduced timelines, provided a documentation repository for deliverables and improved productivity. Agile Project Manager Chase Bank – Plano, TX April 2018 to November 2022 Description: Manage Home Lending executive projects and implement Agility

− Key Responsibilities:

• Internal Evaluation Process: Managed the implementation of auditor action plans by coordinating cross-department teams to address compliance gaps in banking regulations. Led the approval process to ensure timely closure of audit findings, aligning with federal guidelines. Facilitated risk mitigation efforts, which improved adherence to regulatory standards and enhanced operational compliance.

• Mortgage Servicing Platform Optimization: Led multiple Mortgage Servicing Platform (MSP) IT enhancement projects, collaborating with cross-functional teams to implement new letters, codes, and workflow optimizations. Managed project timelines, stakeholder communications, and risk mitigation, ensuring seamless integration, improved automation, and enhanced operational efficiency.

• Cloud IVR & Digital Transformation: Led the Presto Cloud IVR technology overhaul, managing infrastructure development for vendor software integration and system implementation. Oversaw project timelines in Microsoft Project, coordinated cross-functional teams, and facilitated stakeholder alignment, ensuring seamless integration and an on-time, successful launch.

• Agile Change Agent Leadership: Advised and led teams as an Agile Change Agent, instilling principles of continuous improvement, customer satisfaction, and the Empirical Process. This approach significantly reduced risk, increased productivity, and fostered transparency across projects.

• Agile Program Management: Successfully led 5 Home Lending operations teams to complete 15 yearly project goals, through the implementation of an Agile framework, promoting productivity and simplification of work, utilizing Jira for transparency, project documentation, tracking, and reporting, ensuring all projects were successful and completed by the end of the year.

• Program Management: Skillfully managed the "Home Lending Book of Work" project, gathering product roadmaps and status updates from all product owners. Through adept meeting management, relationship-building, and deadline coordination, produced a comprehensive monthly document featuring over 100 products.

• Executive-Level Meeting Facilitation: Successfully facilitated weekly and monthly meetings, collaborating with executive leadership and Product Owners to compile presentations and record meeting minutes and takeaways. Ensured effective follow-up with upper management to drive completion of tasks.

Retention Workflow Manager Chase Bank – Coppell, TX August 01, 2016 - April 2018 Description: Managed targeted retention goals and controls for Customer Assistance and Underwriting teams to enhance customer satisfaction and adhere to government regulations.

− Key Responsibilities:

• Risk Mitigation and Regulatory Compliance: Implemented daily monitoring of customer retention timelines and provided timely awareness and education on issues impacting government regulations, which resulted in an average 95% Regulation pass rate, sustaining controls, and minimizing risk.

• Timelines and SLA Management: Demonstrated effective management of timelines and service level agreements (SLAs) by conducting regular spot-checks, forecasting workloads, and monitoring SLA adherence. This proactive approach led to increased operational performance and minimized risk.

• Process Improvement: Collaborated monthly with senior leadership and stakeholders to review KPIs, actively seeking their contributions and suggestions to enhance processes, reduce risk, and increase customer satisfaction and production

• Expert Coaching and Subject Matter Guidance: Provided valuable coaching and subject matter expertise through training, spot checks, and process improvements, fostering skill development and process efficiency within the teams.

• Collaborative Process Improvement: Collaborated monthly with internal customers and stakeholders, actively seeking their contributions and suggestions to enhance processes and reduce risk. EDUCATION AND CERTIFICATIONS

• University of North Texas – Denton, TX

• Scrum.Org – PSPO Certification (Professional Scrum Product Owner)

• Scrum.Org – PSM Certification (Professional Scrum Master)

• Kaplan University - Agile Project Management

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