7701 Timberlin Park Blvd., #1438, Jacksonville, FL 32256
H (904) 519-6611 • M (904) 718-9279 • firstname.lastname@example.org •
PROJECT MANAGER ? CHANGE MANAGEMENT LEADER
PROJECT LIFE CYCLE | PROCESS DESIGN/REDESIGN | CHANGE MANAGEMENT | LEADERSHIP | IT/SYSTEM IMPLEMENTATIONS
Process-oriented and highly resourceful professional with over 20 years of demonstrated success leading large-scale technical/non-technical projects, process design and change management initiatives for well-established financial services organizations. Proven track record leading projects throughout their life cycles, driving project-wide efficiencies by dissecting complex issues and utilizing Lean/Six Sigma based continuous improvement initiatives that directly impact the bottom-line. Hands-on leader for major technology releases and change management to support strategic business initiatives while working collaboratively with stakeholders and cross-functional teams to provide effective consulting and solutions for end-to-end change management. Pragmatic project manager with a recognized capability to lead, mentor and motivate cross-functional teams to achieve project goals.
AREAS OF EXPERTISE
? Project Planning & Control ? Client/Stakeholder Relations ? Cross-functional Collaboration
? Team Building & Development ? New Product Launches/Releases ? Capacity Planning
? Lean/Six Sigma Continuous Improvement ? Technology Integration ? Mergers & Acquisitions
? Process Analysis/Redesign ? Change Management & Implementation ? Business Process Improvement
MS Office (Word, Excel, PowerPoint, Access) | SharePoint | MS Project | Planview | MS Visio | JIRA
FIS (FIDELITY INFORMATION SERVICES) JACKSONVILLE, FL
IT PROJECT MANAGER Jul 2014 – Jan 2019
Leveraged vast strategic, technical and leadership acumen directing both technical and non-technical projects from inception to successful execution, leading all aspects of project management including project planning, capacity planning, resource allocation, project documentation, communication, stakeholder management, change control, and risk management.
? Successfully led on-time and within budget completion of up to four major technology releases per year with projects requiring over 10,000 resource hours and budgets ranging from $100,000 to over $500,000.
? Devised and implemented project management activities, addressing and resolving project risks, roadblocks and obstacles while securing resources to complete required deliverables.
? Steered the capacity planning process by obtaining work effort estimates, comparing them to onshore and offshore resource availability, and scheduling projects based on capacity to complete the required work.
? Enhanced project efficiencies by developing and maintaining up to 15 filters and dashboards in the JIRA issue tracking system to monitor progress and completion of 400 to 500 issues and tasks comprising each release.
? Served as an Administrator for Planview project management system for a portfolio of over 40 projects’ scope, milestone dates, budgets, work breakdown structures, assignment of resources, timesheet approval, and reporting.
? Attained $1.4M in new revenue by successfully managing the intake and execution of professional services projects.
? Established and managed a process to capture over 800 client requests to enhance FIS Relius products.
? Directed the completion of internal and external audits by ensuring the timely assignment of resources to all observations and activities, and managing the collection of over 50 evidential documents and project artifacts.
BANK OF AMERICA JACKSONVILLE, FL
PROCESS DESIGN CONSULTANT 2010 – 2013
Led the design and execution of readiness plans and engagement activities to prepare associates in 5,300 banking centers and 20 call centers for technology and process changes, product launches and performance improvement initiatives. Worked closely with cross-functional teams to identify the knowledge, skills, and behaviors required of call center and banking center leaders and customer-facing associates to ensure successful execution of change initiatives.
? Conceptualized, developed and delivered robust readiness solutions including reference guides, job aids, practice activities and knowledge reinforcement to prepare associates for change initiative launch while driving continuous improvement.
? Designed a highly interactive visual display package consisting of pricing information, over 100 frequently asked questions and 20 puzzles that raised call center associates’ awareness and excitement about the launch of four new checking account products and the Platinum Privileges rewards program.
? Slashed account opening errors by over 90% by developing two Legacy Account Opening Job Aids used to explain the approved scenarios for opening retired checking account products.
? Conducted quarterly audits of 20 to 30 reference materials; reviewed materials for accuracy and relevance; published updated versions of the materials or retired materials from use as warranted by audit results.
OPERATIONS CHANGE CONSULTANT 2006 – 2010
Directed the implementation of policy and procedure updates as required for process and technology change initiatives. Analyzed project data and reviewed with impacted lines of business to understand the impact of change initiatives. Gathered process change business requirements and defined scope, strategy, and desired outcomes.
? Led the development and successful execution of over 1,000 new or updated procedures and communications to ensure flawless implementation and adoption of new processes or existing process changes tied to each initiative, which included:
o Integration of two sales and service platform systems that streamlined customer service delivery.
o Rollout of the Keep the Change savings program, resulting in 4.3M customers enrolled and 3.5M new accounts opened.
o Bank of America’s acquisition of LaSalle Bank’s 400 branches and 1,400 ATMs in three states.
? Received four Spirit Medallion Awards for contributing subject matter expertise, data analysis, knowledge of call center and back office operations, and assigned deliverables to several large-scale projects.
? Researched and resolved over 1,000 policy and procedural inquiries received over a two-year period. The subsequent procedure revisions and communications resulted in a 50% decrease per year in inquiries the following three years.
CONTENT DESIGN AND MANAGEMENT SUPERVISOR 2003 – 2006
Developed and managed a team of Documentation Analysts to produce associate-facing communications and procedures.
? Conducted reviews of analysts’ procedures and communications to ensure high quality and adherence to writing standards.
? Analyzed project impacts and identified needs for new or revised procedures and communications.
BANK OF AMERICA – Jacksonville, FL 1995 – 2001
DOCUMENTATION ANALYST | PROJECT ANALYST | TEAM MANAGER/GROUP LEADER | LOAN SALES REPRESENTATIVE
EDUCATION & PROFESSIONAL DEVELOPMENT
Bachelor of Science, Management – Jacksonville University, Jacksonville, FL
Supervisory Skills Diploma – American Institute of Banking, Jacksonville, FL
Certified Lean Six Sigma Green Belt
43 hours of project management education towards obtaining PMP certification
Dale Carnegie Human Relations Course