 Business Operations Analyst responsible for overseeing the implementation of the Letters Control Program controls across multiple lines of business Managed the process mapping updates and RCCD updates within iGrafx that were part of the RCCD Refresh project and Mortgage Integration project Responsible for the compiling of the monthly Score Card Reconciliation report and implementing report enhancements Lead the testing efforts for the InStream Mortgage Banking project and building and maintaining the regression suite for all Service Communication software

 Senior Program Associate responsible for the ongoing support and development of the iGrafx Modeling Suite for JP Morgan Chase Manage the administrative duties of iGrafx across multiple lines of business within the company which include access requests, role setup, creating new repositories, and trouble shooting software and or hardware issues Responsible for the ongoing efforts of implementing new software enhancements and day to day performance improvements Support the ongoing efforts of importing RCCDs and process maps into iGrafx

 UAT Test Lead responsible for the quality management of testing projects that impact Chase.com and Chase native mobile application for US Card Manage the UAT efforts for the mobile JOT application as well as JOT web support testing. Oversee the creation and review the accuracy of project test plans, test scripts, and project defect tracking within the Card Digital Team Manage the allocation of resources for multiple projects as well mitigation risk for customer impacting issues Responsible for the procurement, distribution, and maintenance of all mobile test devices within the Card Digital Team. Coordinate interviews and hiring of new FTE and FTC candidates as well as being responsible for new hire education and ramp up Lead the UAT testing efforts for release validation for the major Enterprise releases for CDT which includes the creation of phase exit reviews, triage of production defects, and communication of testing efforts to senior management

Test Lead responsible for the definition, creation, and execution of quality functions across multiple projects and functional areasCampaign Lead responsible for the capacity planning, project management, testing, and implementation of our company's monthly campaign projectsUtilize manual and automated test scripts via Mercury Quality Center for validation of campaign, web, and Campaign Center Desktop releasesCoordinate efforts between marketing and development to manage testing capacity, release volume, defect tracking, and change management itemsResponsible for managing the efforts of two Quality Assurance Analysts who support web and campaign releases and testing small projects

Responsible for maintaining and producing monthly U.S. card credit acquisition and financial reports to assist with revenue generating strategiesConduct audits to confirm the proper creation and set up of new source codes and acquisition codesUtilize SAS and ISQL to retrieve marketing data to conduct weekly and monthly quality checksBuild and test the credit acquisition tool in order to maintain quality assurance U.S. Card Executive Reporting & Portfolio Acquisition

Responsible for the delinquency and charge off reporting of interim and newly acquired loan and credit card portfoliosAssisted with the migration of external account data into the internal mainframe and reporting matrix Maintained and analyzed historical charge off database of previous and current conversion portfoliosConducted audits on interim and recently converted portfolios regarding status code mapping, delinquency mapping, charge off balances, and total outstanding balances

Managed the efforts of multiple teams that consisted of 15-20 people in the customer service departmentSupported the customer contact areas of MBNA which included Retail and Business Lending Customer Service, Billing Disputes, Retail Credit Acquisition, Credit Line Management, Education, Online Banking, Business Lending Credit and Collections, Consumer Finance Collections, and US Credit Card Executive Reporting and RecruitmentResponsible for conducting team meetings, providing listening feedback, and created contests to promote product salesOrganized and facilitated education classes for new hires as well as existing employeesCoordinated team activities to build team cohesion and competition

Handled escalated customer inquires regarding MBNA's online banking websitesOrganized and facilitated online banking and internet education classes for new hires and existing employees which included senior managementProvided feedback to account managers, section managers, and department managers regarding inappropriate transfers received in the Online Banking unitResponsible for communicating educational opportunities and updates to customer contact areas as well as recommending website enhancements to increase efficiency and reduce expensesCompiled monthly reporting of call volumes and trends

Managed Customer inquires on personal credit card accounts and loansEducated and assisted new hires in Customer ServiceConducted and participated in department tours for new and existing account affinities Assisted personnel in setting up interviews and reviewing applications for potential new hires

Managed the efforts of the 2001-2002 Management Development class during their rotation in Customer Satisfaction as well as numerous quality unit teams that consisted of 20-25 peopleProvided listening feedback, handled escalated customer inquiries, and reviewed account adjustmentsConducted education classes on enhancing customer service and systems education