Customer Support Specialist Remote Excellence

Iris G. Blackshire

Concord, NC 704-***-**** ************@*******.***

LinkedIn: www.linkedin.com/in/iris-g-blackshire

Key Points:

Proven leader with experience in financial services driving delivery execution, enterprise change initiatives, and cross-functional collaboration. Recognized for ensuring end-to-end delivery of complex programs, aligning execution with business priorities, and optimizing processes for efficiency and quality. Adept at leading project routines, managing dependencies, mitigating risks, and providing executive-level reporting. Skilled in Agile practices, enterprise change management, financial management, and stakeholder engagement.

Core Competencies

Project & Program Management (Discovery Delivery)

Enterprise Change Management (ECM Standards)

Agile Practices & Scrum Leadership

Stakeholder Management & Collaboration

Risk & Issue Management

Delivery Governance (Kick-offs, Tollgates, Change Controls)

Resource Planning & Financial Management

Solution Delivery Process Optimization

Tools: JIRA, SQL, Adobe Analytics

Professional Experience

Wells Fargo Bank, N.A. – Charlotte, NC Aug 2015 – Sept 2025

Senior Product Manager

Lead delivery execution across multiple teams, managing dependencies, scope, and risks to ensure on-time, high-quality results.

Coordinate project routines including kick-offs, tollgates, stakeholder meetings, and change controls, ensuring alignment with Enterprise Change Management standards.

Provide executive-level delivery updates on risks, issues, schedules, and milestones to leadership and sponsors.

Partner with stakeholders and sponsors to align execution with business deliverables and strategic objectives.

Applied Agile practices to enhance delivery cadence, reducing cycle time by 18% and increasing stakeholder satisfaction.

Collaborated with data analysts and vendor to translate the business needs into SQL-based insights that guided product strategy, monitoring sales performance, and supported evidence-based decision-making.

Ensured adherence to enterprise financial management processes, aligning resource planning with delivery budgets.

Business Systems Consultant 3 – Reverse Mortgage Aug 2013 – Aug 2015

Coordinated delivery of servicing system enhancements, aligning execution with regulatory changes and business requirements.

Wrote and utilized SQL to analyze check order data, identify pricing discrepancies, and collaborate with the vendor on corrective actions, driving a 65% reduction in remediation efforts and improving product data integrity.

Created detailed SRS/BRD documentation, reducing requirement misinterpretation by 40%.

Directed testing and UAT, achieving a 99.5% defect-free release rate.

Facilitated stakeholder reporting on project status, risks, and deliverables.

Zenmonics – Charlotte, NC Aug 2012 – Aug 2013

Service Delivery Manager

Oversaw end-to-end delivery of core banking software, coordinating cross-functional teams to meet identity, authentication, and compliance requirements.

Led quarterly release management and change controls, reducing post-release defects by 35%.

Restored SLA compliance by driving improvements in vendor and issue resolution processes.

Business Analyst Jan 2010 – Aug 2012

Acted as SME on delivery integrations for mobile banking, contributing to 15% growth in adoption.

Supported incident reduction efforts, cutting recurring incidents by 40%.

Wachovia National Bank – Charlotte, NC 1999 – 2010

Business Analyst Business Systems Senior Analyst

Defined project requirements and coordinated testing initiatives that reduced defects by 30%.

Supported enterprise delivery and integrations during bank mergers, ensuring zero downtime.

Improved adoption of advisor-facing platforms by 25% through training and stakeholder engagement.

Education:

MBA – Master of Business Administration University of Phoenix

MSA – Master of Science in Accountancy University of Phoenix

B.S. – Business Administration (Banking & Finance) Johnson C. Smith University

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