Director, Business Analyst Practice Lead.

BA Practice Lead, managing a robust staff of Business Analysts.

Digital delivery manager to multiple large, key government digital initiatives managing teams and processes.

• Responsible for multiple software development projects for the Business Integration team including transforming the enterprise debit/credit platform, creating a new credit card, upgrading the credit scoring model, and Military Lending Act projects.• Project delivery spanning multiple lines of business including the web and mobile space as well as cloud-based infrastructure.• Owner of key business initiatives, budget tracking and management, managing internal C-Level customer expectations, supporting business Product Owners and managing a matrixed development team.

• Manages the Agile roadmap, including budget and scope, for the Engagement Support team in order to deliver improvements and new end-to-end reporting structure for GuideWell Connect (GWC) Campaign Management thus increasing the ability to track member usage of GWC Campaigns.• Sr PM for operational readiness project including coordinating project approach and roadmap with Operations, Finance and Technology to deliver a new agent Work From Home strategy for Telesales.• Continuously identifies and implements methods for process improvement, automation and repeatability (i.e. created new, weekly communication strategy for all Web and Mobile Scrum Masters, assisted with creation of Web and Mobile Agile Release Train).• Serves as an Agile Scrum Master for Web and Mobile teams which includes coordinating and conducting daily stand ups, backlog grooming, release and sprint planning, as well as reporting to keep project stakeholders informed of project status, risks and issues using iteration burn down and impediment communication strategy.• Directly interfaces with Product Owners to establish realistic User Stories, acceptable testing criteria and obtaining Product Owner acceptance. • Responsible for establishing and tracking budgets, managing customer expectations, interfacing with and managing a matrixed development team organization. Matrixed team includes software developers, quality assurance/testers, content developers, user experience designers, Technical Leads, infrastructure engineers, System Architects and Requirements Analysts.

Consistently delivers extra-large (>$6MM, 60,000 hours/250+ team members), globally managed applications, infrastructure and software technology projects by using the Software Development Life Cycle (SDLC) and the Agile methodology. Some examples of projects are:➢ Migrating 5MM Debit/ATM cards from traditional magstripe only to the Europay MasterCard and Visa (EMV) chip product and updating 12,000+ North American ATMs to support the product➢ Building the infrastructure to enable MasterCard SecureCode transaction processing giving stronger fraud controls for all Retail Bank internet tractions➢ Cell Phone Capture for multiple lines of business (Bank Cards Operations, NA Retail Bank, Citi Retail Services, Fraud, Collections, Citibank Online etc.) that unified the front end interface for data collection for internal and external clients ➢ Citibank Online improvement project that updated existing as well as building new web content (web tools, FAQs, product information)My project skills include:• Supervising cross-functional teams including Executives, Developers, Business Analysts, Third Party Vendors, Testers; Legal, Risk, Compliance and Fraud representatives; Information Security Officers and Architects• Driving the teams to deliver the documentation and using my influencing skills to direct decision making to meet project milestones based on the Global PMO• Managing multiple activities to onboard Third Party Vendor including contract negotiation, infrastructure design, delivery, testing and training along with managing internal Citi processes including CSI creation, Vulnerability Assessment, GIDA, TPISA, CASP, PEP/budgeting etc.• Utilizing effective communication plans including detailed documentation and Steering Committee meetings to keep project stakeholders informed of project status, risks

• Program Manager of multiple, high level North America Credit Card projects impacting over 300,000 employees and 18 million customers. Tasks include leading stakeholder meetings and providing high level dashboards to communicate with Senior Level team members on Project Milestones, Key Accomplishments, Issues and Risks, financial analysis, etc• Accountable for research and development of policies, procedures and processes that impact infrastructure, screen functionality and system flows in order to make the customer experience superior for both the customer and customer service representative• Develop and write project documents (scope of work, project request, business and technical requirements) for projects for Risk and Compliance by gathering policy, procedure and process solutions from project stakeholders, performing testing, and training necessary staff on project system enhancements.

• Directed day-to-day relationship management and servicing including program setup, data management, establishment of reporting hierarchy, client MIS, electronic billing and reporting, payment issues, disputes, system issues, client reports and credit needs for a diverse mix of Fortune 500 corporate card clients representing more than $1 billion in annual spend including Exxon, Avon, Fiat and M&M Mars.• Managed multiple seamless implementations of new government and commercial clients, including designing new and utilizing best practice solutions based on client need; proactively managed risks and issues and created a communication strategy for both client and internal stakeholders (C-Level executives, Technology, Operations, etc.).• Reduced cost/risk for Citibank by implementing multiple cost containment solutions while also exceeding client service requirements.

• Managed team of 25+ employees, including managers, in multiple retail locations including hiring, monitoring job performance, coaching, training and completing performance appraisals.• Developed end-to-end new retail store launch processes and procedures for Powertel/Voicestream/T-Mobile in the North East Florida market.• Directly responsible for delivering team performance that exceeded gross sales; reduced customer attrition; increased ARPU (account revenue per unit) and accessory sales and enhanced services targets.• Developed and implemented Reward and Recognition programs that motivated employees, increased productivity and created employee loyalty that reduced employee turn-over by 10% in 12 months.