- Experienced in managing multiple projects and implementations simultaneously across various business units.- Proficient in forecasting workload, tracking hours/costs, and ensuring projects are delivered on time and within budget, focusing on bottom-line impact.- Skilled in conducting quarterly evaluations of productivity and adjusting processes to maintain efficiency.- Capable of evaluating project requests, breaking them down into tasks, and assigning work effectively.- Extensive experience building strong relationships with both internal and external business and technical teams.- Adept at monitoring business activities before and after project enablement to ensure goal achievement.- Responsible for recruiting, training, developing, and managing employees across various disciplines and locations.- Deep understanding of individual employee strengths and weaknesses, providing guidance on leveraging strengths and improving weaknesses.- Proven track record in managing and tracking the performance of large teams.- Excellent leadership, communication, interpersonal, management, and organizational skills.- Background in project management methodologies and software (MS Project, JIRA, Agile, Waterfall), testing (JIRA, Postman, Confluence, SNOW, Cyara), and senior presentations (PowerPoint, Excel).- Proficient in interpreting designs and execution testing using tools like Visio, Access, and SQL- Expertise in IVR UX; proficient in Chatbot, AI, and Natural/Conversational Language

- Led a cross-functional team of 37 professionals across North America, Asia, and Europe, managing User Acceptance Testing (UAT) for the Voice Response Unit (VRU). Drove project delivery on time while balancing performance, budgets, and resolving production issues.- Implemented high-impact initiatives for major Citi IVR Call Flow applications (e.g., Costco Branded Cards, Best Buy, Sears Retail, The Home Depot, and Mortgage). Identified and mitigated implementation risks, securing buy-in from stakeholders on installation procedures, and created scorecards to track progress.- Increased customer satisfaction by working closely with senior stakeholders and vendors to optimize user interfaces, call flows, and adopting cutting-edge AI, Chat Bot, and Natural Language technologies, while aligning with revenue growth goals.- Streamlined project delivery by defining and standardizing testing processes, leveraging both manual and automated tools (e.g., Cyara). Reduced project testing times through process improvements and collaboration with internal and external teams.- Ensured compliance with audit standards by creating rigorous internal testing processes and conducting quarterly reviews of projects to validate documentation accuracy, resulting in compliance with internal audits.

- Planned and managed end-to-end telephony projects, tracking metrics around cost savings, customer experience improvements, and Net Promoter Score (NPS). Delivered projects on time and within budget, reporting key results to senior management.- Optimized internal IVR processes by collaborating with multiple teams across IVR strategy, ensuring seamless project integration across the organization

- Management responsibility for a small team within Service Engineering that focused on infrastructure projects. These responsibilities included writing performance appraisals, reviewing potential projects, assigning resources based on expertise and workload, and communicating daily with the group to understand the status and issues with specific projects.- Leader of a team responsible for the development of the Service Engineering Time Tracking tool which is the current basis for Project Portal.

- Access / Visual Basic / Oracle developer for Outbound/Inbound Credit call center tests- Developed online reporting through Crystal Reports

- Developed systems test scripts for Y2K validation

- Developed requirements, electronic diagrams, and prototyped electronic components for the Citibank Touchscreen ATM- Lotus administration and development for a report consolidation project for the Site Management team in Santa Monica - System testing responsibilities for Brazil Banking Kiosk that utilized IP camera technology to talk with a mortgage banker at a centralized location- Infrastructure team management for Direct Access project