Melissa Capone Email & Phone Number

Boston, Massachusetts, United States

• Manager responsible for leading a 10-person remote team consisting of Project Managers, Professional Service and Technical Consultants to implement risk and credit assessment models for commercial banks.
• Defined strategic plans with management team and worked towards achieving tactical initiatives and business needs to increase revenue.
• Assigned individual goals based on interests and strengths to improve motivation and decrease duration to complete initiatives.
• Negotiated contract terms and pricing to mitigate risk and maximize revenue while tailoring to each client’s individual needs.
• Evaluated performance and provided coaching to address inefficiencies to speed up implementation time 20%.
• Responsible for resource allocations, monthly forecasting, and an annual budget of $1M+.

Boston, Massachusetts, United States

• Team Lead responsible for managing a 5-person remote team implementing credit assessment models for commercial banks while splitting time working on Commercial Relationship Pricing solution implementations.
• Balanced leading team while maintaining a 50% billable utilization target.
• Completed the first solution implementation for Commercial Relationship Pricing application on time, on budget and with no unresolved items.
• Resolved inner team conflicts by fostering communication and supporting teamwork resulting in improved team morale and higher-quality work output.
• Collaborated across internal teams to complete initiative to assess Professional Services project quality, produce action items for improvement and increase referenceable clients.
• Addressed client escalations to ensure high quality deliverables, solutions, and client management on projects.

Greater Boston Area

• Principal consultant responsible for full project life cycle from providing estimates to completing project implementation and go live.
• Responsible for leading complex, multi-phased projects with tight budgets and deadlines. Consistently delivered projects within 5% of budget and on schedule.
• Conducted project scoping sessions to gather requirements and determine solution design, projects timelines, and resource requirements.
• Created detailed project plans and budget estimates based on scoping sessions that met client needs while conforming to their desired budget.
• Supported Product Management and Development to create a new application for Commercial Relationship Pricing by defining requirements and validating features.
• Created a project plan and budget for the first implementation of the new Commercial Relationship Pricing application and presented plan to prospective Client to assist in winning deal.

Boston, Massachusetts, United States

• Consultant responsible for leading software implementations for financial institutions to create models for analysis of profitability, relationship pricing, cost allocations, funds transfer pricing and data management.
• Regularly led between four and eight small to mid-size projects in parallel with outcomes that exceeded client expectations 9/10 times.
• Established project implementation methodology to ensure consistent delivery quality and provide team with tools for training and increased project success.
• Fostered collaboration across internal teams to continuously improve client experience.
• Worked closely with new employees to provide training and guidance to get them independently productive within three months.
• Created and updated documentation for solution training manuals, custom Client model reviews and model validations.

Boston, Massachusetts, United States

• Implemented models for Financial Institutions for analysis of profitability, relationship pricing, cost allocations, funds transfer pricing and data management.
• Responsible for taking over in-flight projects in red status with a 100% success rate bringing them back to good standing.
• Wrote Project Definition Documents outlining all Client requirements in clear and concise language to set expectations on deliverables upfront and increase successful project outcomes.
• Collaborated with Client Services and Product Management to improve features that directly impacted user experience.
• Conducted Client presentations to assist in bringing in new sales.

Boston, MA

• Managed a 4-person team of consultants providing solution support over the phone and through email for a suite of software applications.
• Assisted team with complex issues that required advanced product knowledge and problem solving.
• Monitored support case metrics and developed actionable insights to improve issue resolution time by 30%.
• Escalation-point to address client concerns and resolve high priority issues quickly.
• Led initiatives for improved internal control and training including case escalation management, project handover procedures and an onboarding program.
• Mentored team members to promote productivity and commitment to friendly service.

Boston, Massachusetts, United States

• Supported Financial Institutions running models for Profitability, Budgeting, Funds Transfer Pricing and Data Management.
• Provided support over the phone and through email for implemented financial software models to answer questions and troubleshoot issues.
• Built and maintained client relationships to strengthen partnerships resulting in a decrease in client turnover year-over-year.
• Conducted client training to help improve user experience and cut individual client support time required in half.
• Created solution training manuals for new offerings, taking ownership for the documentation team and allowing the time-to-market to be shortened.

Master'S Degree, Finance, General

Bachelors, Finance