Operational Programs

Program Management, Offer Management, Customer Success Operations

Building Star Teams

• Build out of Project Management Office & Governing Processes to support product development projects for PMO Launch at FSV

• Creation, Management & Training of Business Analyst Team for Product Development at Allstate

• Training & Standardization for Quality Assurance Team to increase software quality + decrease production defects at FSV

• Managing Latitude Professional Services Implementation & Custom Development Teams with Creation of Career Development Paths at Genesys

• Vendor & Partner Onboarding & Management to expand our delivery support + offer capabilities at Genesys

Creating New Optimized Processes

• Launch of several project methodologies based on customer & project needs, Agile, Waterfall, Hybrid, Kanban, SCRUM

• Developed Customer Service Scripts & Process Handling for Home Depot Card Launch at Citibank

• Reduced System Latency by identifying Slow Point in Network Traffic - FISERV

• Professional Services Leader for Customer Success Program Development & Operational Team - Launch of Initial Program at Genesys

• Customer | Partner | Employee Journey Mapping at Genesys

• Developing Standard Offers Based on Business Outcome Based Use Cases at Genesys

Product Launches & Updates

Program & Project Management, Business Analysis & Quality Assurance

Product Launches

• Pre-Paid Card Product Launch Technical Project Management at FSV:

  • Customer Mobile Application (Apple & Android)

  • Paperless Statements

  • Card to Card Transfers

  • Companion Card

  • Email Campaigns Tools

  • Savings Product

  • Virtual Cards

  • SMS Outbound Notifications

• Insurance Web Portal Launch as Lead Business Analyst at Allstate

  • EnrollMyWay | AccountSetup Wizard Flow Web Applications for Insurance Enrollment for Agents & Employees

• Collector Launch as Program Manager over PS Implementation Teams + Part of Quality Assurance at Genesys

Product Updates

• Pre-Paid Card Product Launch Technical Project Management at FSV:

  • Client Portal Updates for Pre-Paid Card Management of Card Program & Website

  • Customer Service Portal Updates for Pre-Paid Cards

  • Crystal Report Updates

  • Snail Mail Product Updates

  • Pre-Paid Card Fee Sweepers, Reward Programs, Transaction Logic

  • IVR Callflow & Automation Flow Updates

• Financial Product Updates as Delivery Manager at Black Knight Financial Services

  • Bankruptcy Audit Process Tracking Enhancements

  • Backend Data Integration Processing from Main Frame to 200+ Integration Applications

• Collector + Latitude Enterprise Software Product Updates as Program Manager over PS Implementation Teams + Part of Quality Assurance at Genesys

Technical Projects & Programs

Program & Project Management, Business Analysis & Quality Assurance

Integrations

• ACH File Processing

• API Calls

• Batch File Processing

• Business Process Automation between Main Frame & End User UI

• Data Conversations & API Standardization

• BillPay, DocuSign, MoneyGram, Western Union Integrations

• Payment Vendor Integrations

• Fiserv EPIC, Payment Gateway Conversions, Velocity & Transaction Updates

Web | Customer Facing UIs

• Converting Legacy ASP .NET sites to new Java Portal

• Custom Web Development C#, C++, C, Java, .Net

• Wizard Flow UIs

Implementation Support

• Creation & Launch of new BINs for Pre-Paid Cards