Manage large scale projects for the Credit and Debit Card Fraud operations. Followed Project management lifecycle through various gateways including concept brief, risk assessments, write business requirements, all testing (alpha through business UAT), and benefits realization. Recent accomplishments include:- Manage Infrastructure project to launch operations at a vendor in Mumbai, India of 125+ employees for both call center and back office operations. Groundwork included coordinating resources for the development of Citrix connections, VOIP for call routing, contract negotiations and Scope of Work documentation, alpha through business UAT and benefits realization.- As a result of the merger of WaMu and JP Morgan chase, was appointed to transition operations of Debit Card Fraud Prevention from single site in Pleasanton, CA to dual site in San Antonio, TX and Stockton, CA. Transition included coordination of department setup for 200+ agents, PC re-imaging, design call routing, new hire training and application support. - Utilizing existing data, build reports to manage processes and identify process gaps.- Implement intelligent call routing and script changes to allow customers more efficient self service. Build creative decisioning to load balance between domestic sites in California and Texas as well as offshore vendor site in Mumbai, India. - Create and document business continuity plans for domestic sites as well strategic exit plans for vendor termination.-Directed special projects to research unexpected changes to call volumes or issues reported by management.

As a Process Control project manager, role was to analyze processes and data to identify gaps or make recommendations to improve efficiency using Six Sigma tools and methodology. Projects covered various business lines with special focus on Collections assignments due to experience and special skills.

Managed team of internal quality staff to QC Collections processes and monitor calls. Provide overall scores, detailed documentation and feedback to senior management and offshore vendor. QC also looked for compliance with FFIEC and FDCPA guidelines as well as company policies and procedures.

Managed a team responsible for processing settlements, setting up payment plans for delinquent cardholders, issuing 1099c's and balance reconciliation. Also responsible for the billing process to pay bonus and commission to 3rd party collections agencies.

Worked as a project manager in Sales and Customer service. Small to medium projects including new program roll outs, proposing new telemarketing scripts, managing data entry and QA team at startup. Focus was to ensure all new and existing processes complied with Court Order consent order guidelines.

Managed 2 teams responsible for placing delinquent accounts with contracted Law Firms to pursue collecting balances due. Provided firms with documentation required by courts and granted permission to file suit. Also processed Credit Bureau updates and satisfaction of judgements.