Industrious and enthusiastic management professional. Skilled at leading a team of internal and external resources. Proven to consistently meet productivity, business and customer service objectives. Skillfully works with all employees to enhance performance and improve/standardize day-to-day processes. Diplomatic in resolving internal and customer issues to maximize satisfaction. Multiple department and multiple site management experience.
Coordinated efforts to revise and build departmental project implementation tools, managing through full implementation of tools and reporting. Defined deliverables and input strategies. Coordinated efforts to standardize practices for new business implementations, expansions and migrations. Assisted in developing departmental playbook. Developed Business Expansion training module and content architecture. Established performance measurements, risk analysis, mitigation plan development and contingency strategies. Hosted monthly meetings and planned quarterly summits with functional support areas. Identified dependencies, pain points, timelines, etc. Increased areas of support 54% in Q4 of 2019. Developed reporting on project health/progress and performance metrics for management and executive leadership. Responsible for managing, planning, coordinating and implementing all new business, expansions and migrations.
Built company from ground up with focus on system development and implementations, project management, business risk analysis, RFP development and review. Created and implemented employee training and performance metrics for million/billion dollar companies throughout U.S., Puerto Rico and Canada. Guiding technology, system training (both internal and external). Responsible for customer implementations, end user testing and system performance, project management team, as well as managing client relationships and company sales performance. Oversaw remote call center processes for phone shop services.
Managed and directed all aspects of lockbox operations in retail, wholesale, customer service call center and internal departments in St. Louis, Little Rock, Kansas City and Fargo with 800+ employees. Responsible for automation of system processes and efficiencies, programming and end to end testing, large scale implementations, end user testing, system implementations, conversions and migrations, strategic technology development and project management. Consistent communication with key stakeholders at all levels within organization. Required knowledge in banking regulations, timely processing of remittance, internal training and program documentation. Created and managed budgets for all responsible departments and locations, responded to RFP requests, managed client relationships and cross functional activities. Responsible for interviewing, training, coaching, mentoring and performance management of staff.
Creator and Program Administrator for Backpack Buddies, Stewardship Officer, School Board Member, Coach
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