Business Project Manager supporting Retail Banking Client and Core Operations initiatives across multiple business lines. Provided leadership, governance, and project management direction across multiple large scale concurrent projects. Orchestrated all operational readiness needs: Process Changes, Capacity, Control, Training and Communications. Maintained project support from concept through post implementation. Developed detailed project plans and maintained project schedules; prioritized tasks and acquired required resources as necessary. Regularly presented status reports to stakeholders.

Drove digital strategic plan and roadmap through the identification, analysis, and implementation of new and enhanced digital servicing functionality. Developed business cases for prioritization of new/enhanced capabilities. Performed process analysis, identified gaps, sized improvement opportunities, and developed action plans to capture benefits. Managed customer experience strategy, requirements and business project deliverables associated with delivery of product strategies, including all product approval and controls processes. Collaborated with marketing and usage teams to plan for product release communications and adoption campaigns. Worked closely with cross-functional teams to drive end-to-end product. Managed vendor relationships to insure delivery against customer experience and operational service levels. Collaborated with Business Analysts from IT/eBusiness on projects that have digital impact. Developed and maintained accurate and auditable product documentation. Supported day-to-day digital needs and lead issue investigation and resolution efforts when required.

Supported business requirements and authored functional requirements for major, minor and maintenance initiatives for Internet and mobile related projects. Participated in walkthroughs of business and functional requirements and designs with various partners. Contributed to test plans and authored or reviewed test scripts and production validation scripts for major, minor and maintenance projects. Authored Project Change Requests and updated appropriate documents for approved Project Change Requests.

Acted as primary liaison for Customer Service and Marketing Initiatives, focused on Digital projects. Provided leadership and insight on business requirements and general project management direction. Orchestrated all operational readiness needs: Process Changes, Capacity, Training and Communications. Lead/managed cross-site teams in operational readiness role. Maintained project support from concept through post implementation, handled questions, issues resolution and process enhancement, post implementation. Developed detailed project plans and maintain project schedules; prioritized tasks and acquired required resources as necessary. Regularly presented status reports to managers and relevant parties.

Managed a team of 8 technical writers from both a personnel and resource standpoint. Analyzed all incoming work from over 10 business lines for goal, scope, deadline, and risks and assigned resources on a “best match for the client” basis, based on availability and content expertise, relative to client needs. Managed both capacity and work in progress status MIS for the entire technical writer group. Met with clients on a regular basis to share work in progress status to manage expectations.

Instructional Developer – Performance and Training, NA CardsConducted Performance Analysis, Training Needs Assessments and Performance Consulting. Identified and recommended training delivery programs. Designed, developed, and maintained custom Change Training and New Hire Training media including web-based Instructor and Student guides, simulations, and evaluative assessments. Simultaneously managed multiple training projects. Developed web-based Methods & Procedures and reference tools from technical design documents. Conducted "Train the Trainer" and pilot sessions. Gathered regular feedback on materials produced using a variety of tools including surveys and other feedback mechanisms.

Supported the initial and continuing training of associates utilizing computer-based, self-paced, instructor-led, and systems interactive methods. Assisted in the preparation and delivery of training, as well as the review of materials.

Primary point of contact for AT&T Universal Card customers, answering approximately 100 inbound telephone calls per day from credit card holders. Handled balance and other inquiries, address changes, and billing explanations.