Project Manager

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QUALIFICATIONS

• Project management responsibilities for over 11 years with experience ranging from small to complex technology projects with success in ensuring projects are completed timely in within budget.

• Leadership experience in a financial industry for over 12 years with focus on leading technical and line management employees.

• Managed Customer relationships directly and as a leader ranging from customer service, collections, and corporate client implementations.

• Areas of expertise include communicating, influencing to gain commitment and operations process with financial analysis. Experienced in utilizing Word, Excel, Visio, PowerPoint, MS project software.

• Excellent analytical and problem solving skills with a focus on quantifying financial returns.

WORK EXPERIENCE

AMERICAN EXPRESS, TRAVEL RELATED SERVICES 08/84 – 01/09

Director of Project Management

Reporting to the VP of Reengineering for Global Commercial Card, demonstrated leadership skills, ability to inspire direct reports, peers, and senior management. Strong thought leadership, analytical thinking and proven ability to develop creative approaches to problems. Managed multiple projects and teams to implement controls, ensuring consistency, mitigating risk and ensuring competitive advantage in dynamic changing environment. Utilization of project management tools, Six Sigma Design, Method one and Component Business Modeling for new strategic initiatives to drive expense reduction, process efficiency and new products.

• Led the Global Servicing Strategy for Commercial Card to consolidate seven servicing centers into one to reflect net expense saves of $9.5M

• Created and implemented multi-generational strategy for remittances and obtained $5M in expense saves

• Implemented a global dispute process for card members that improved satisfaction and ensured market parity

• Ensured alignment with multiple divisions, sales, treasury, operations and marketing to implement improvements in the remittance posting process for customers that reduced the interest expense line by $3M.

• Provide growth and developmental opportunities to optimize employees potential and promotion ability

• Collaborated with Intel and created a Global service level document that strengthened the business partnership

• Implemented a new fee structure for the Card Platform with a net benefit of $2.5M+ in revenue – Saved over $1.5M in technical expense

• Partnered and collaborated with marketing to ensure the successful implementation of a new internet Global Customer Satisfaction Survey which saved $80K in expense saves

• Implemented process to ensure audit saves for our Global client IBM - $133K

• Prepared detailed Cost Benefit Analysis and improved renewal process that saved $9.5M costs in plastics

• Eliminated $100K in expenses by changing the process of delivering overnight credit cards

Certified Six Sigma Blackbelt & Team Leader (Supervisor)

Reported to the Director of Customer Service and responsible for production goals, customer service level agreements, and a staff of 15 to 20 employees. Responsibilities were training, quality control, consulting with clients, budgeting and employee satisfaction. Successfully drove organizational results by leading projects to increase revenue, reduce expenses and improve customer satisfaction. Provided project leadership to cross functional teams and effectively utilize project management techniques to organize, plan and execute process improvement initiatives while exceeding timelines.

• Identified system issue and aligned with technologies to make improvements that reduced expense of $400K

• Received the highest employee satisfaction results from the annual employee survey

• Proposed and identified over 20 new projects for operations to use Six Sigma methodology and increase the project pipeline for process improvements which save $100K plus in expense saves

• Managed a multi-functional team doing call servicing, back office and receivable functions

• Created a receivable team with accountability to collect $4 billion in charge volume

• Planned, implemented, communicated strategic operational plan for a new product

• Identified, created and implemented associate goals and Team Incentive Goals

• Migrated and consolidated customer service functions with expense saves of $120K annually

• Increased quality by 2% within one year of taking over the team as the leader

• Created Service Level Agreements for 3 separate functions for a new product

Product Specialist/Account Administrator

Responsibilities were to ensure increase and expand volumes in sales, service customers from implementation through servicing. Activities were client training, consulting, day to day servicing and receivables

• Successful implementation of the Ford account and strengthened partnership relationships

• Developed a divisional implementation packet (disk) for clients which improved customer satisfaction

• Designed a cost savings form that reduced expenses of $35K and improved quality

• Organized and hosted a quarterly recognition luncheon for over 60 people on a limited budget

• Initiated a thorough research on a collections account and was able to collect $25K in dead reserve funds

• Created a technical script with programmers to automate the application process, which transformed the process and saved $150K

• Directed and made decisions on the workflow priorities for the team based on aging of files

• Received multiple awards for being the Top Collector in accounts receivable

EDUCATION, CERTIFICATIONS & LICENSES

Bachelor Degree in Business Management – UNIVERSITY OF PHOENIX

Certified Six Sigma Blackbelt

Life and Health Insurance – Arizona License

PMI Member - Phoenix Chapter

Consultative Selling Skills

Change Management Training

Situational Leadership Training

Completed Women’s Unlimited Program

COMMUNITY ACTIVITIES

Active Weekly Volunteer at Phoenix Children’s Hospital

Coach for the Arizona Youth Athletics

Contributor to the United Way, Earth Share and AZ Humane Society

Volunteer for the Animal Therapy Program

HOBBIES

Golf, Tennis, Hiking, and Reading

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