Kathleen M. Email & Phone Number

•Manage the Project Management Office, a business unit that conducts system testing including User Acceptance Testing and Regression testing.•Lead on many initiatives including IVR self-service features, Payment Processing for the IVR, Web, and Desktop, Web redesign and self-service functionality.•Establish and track project timelines for testing initiatives using Microsoft Project•Construct System Requirements by working closely with the business to establish specifications and system design.•Create process flows using Visio •Troubleshoot system•Served as Relationship Manager between the business and IS•Interview and hire potential employees.

• Formed and Managed the Customer Service Training Team.• Developed and implemented 12 week training program.• Designed training documentation and training programs.• Developed Policies and Procedures.• Created Business Visio Flows for new and existing procedures.• Participated in business process decisions.• Served on various teams to establish cross departmental procedures.• Responsible for creation of motivational initiatives.• Established Employee Recognition programs.• Contributed to the Performance and Quality Assurance Standards and Procedures

• Participated in JAD session for the selection and development of a CIS++ system.• Recommended enhancements and design.• Worked with outside vendor. • Developed and executed testing scripts.• Troubleshoot system for bugs.• Updated and maintained soft tables.• Acted as a Subject Matter Expert for the team and the business.• Created training aids for the business.• Conducted systems training.• Produced daily newsletter.• Liaison between the Mobile Operations Team and the CIS++ Team, providing assistance on testing of the new Mobile System.