Michael Hills Email and Phone Number

• Led the Citi Commercial Cards Total Systems 2 Migration projects for the Government Services Administration (GSA), Department of Defense (DoD) Government Travel Card Program of 2.7MM accounts and the Corporate Client Credit Card Portfolio of 600+ companies• Reviewed contract documents to facilitate project scope reviews, including; GSA Master Contract, DoD Tailored Task Order requirements and Memorandums of Understanding (MOU)• Developed and managed detailed project plans in MS Project, capturing business requirements, tasks, milestones and adhered to contractual requirements and corporate compliance procedures• Facilitated work stream meetings with key business partners including: Client Operations, Product Development, Account Management and Information Technology to ensure delivery of contractually required client defined products and services• Managed relationships with Visa and MasterCard Associations for project related deliverables• Maintained regular communication of project status, including updated project plan, risk management and progress of key milestones to the client and internal stakeholders • Managed modifications to project scope through the Change Management Process to obtain client and business approval of new requirements

• Performed analysis of Request for Proposals (RFP) and Request for Information (RFI)• Developed pricing based on Information Technology (IT) requirements and staffing needs for submission to underwriting• Developed, edited written, presentation and graphical materials for proposal development• Partnered with Sales and stakeholders to define sales strategy and develop proposal response • Managed project tasks and assigned resources throughout the project life-cycle, including tracking and reporting of resource constraints and changes in scope• Managed IT deliverables within the project life-cycle including Change Management Process• Facilitated technology focused internal project meetings and documented decisions/outcomes into meeting minutes and distributed to project participants • Ensured all project documentation was complete, accurate, and communicated overall project status and key milestones to stakeholders

• Managed a Client Operations Service Center supporting the GSA, DoD Travel Card Program• Managed specialized units of 15-25 employees, including; Team Leads, Dedicated Client Services, Customer Service Agents, Centrally Billed Account Set-up, Account Maintenance, Correspondence and managed the Vendor Relationship for OCE/Cannon mailroom employees• Managed inbound call volume through Call Management System ensuring timely, efficient and accurate handling of client requests• Conducted monthly performance reviews of call observations, Average Handle Time, Abandonment Rate, Adherence and Compliance results• Managed compliance to Service Level Agreements, Financial Controls, Payments and Fees• Developed, published and maintained departmental policies and procedures• Improved operational efficiency using Key Performance Indicators (KPI) to redesign processes• Managed small to large scale projects as assigned including development and implementation of new product offerings

• Defined, managed and implemented end-to-end projects, including the development and deployment of the new Controlled Spend Account (CSA) credit card product• Conducted staffing needs analysis based on projected implementation call volumes • Performed procedural Gap Analysis ensuring accurate documentation of critical functions• Ensured product compliance with internal audit and federal regulations• Determined reporting needs and developed routine reporting structure to ensure product effectiveness and maintain client satisfaction• Developed and maintained Team Action Record (TAR) and problem resolution process to capture all outstanding deliverables, milestones and product launch issues• Facilitated regular project review meetings with clients and business partners including Operations, Technology, Payment Processing and Customer Service

• Managed startup site development project plan and the instructional design timeline• Managed equipment needs for the completion of the newly constructed onsite training facility• Managed training project plan for the launch of the new Citi Call Center in Norfolk, VA in preparation for the arrival of 250+ new employees• Provided training on instructional design methodologies for the development of course content • Conducted job observations and gap analyses of all existing systems & procedures to determine impacts to training materials• Developed end-to-end training solutions using the ADDIE Model and Adult Learning Theory• Facilitated New Hire Training for 30-50 employees per class • Facilitated soft skill and continuous learning courses for up to 20 employees per class• Partnered with line of business on developing an On the Job Training/Nesting program

• Reviewed Requests for Proposals (RFP) and Requests for Information (RFI) • Developed and managed all tracking spreadsheets including Project Plans, Team Action Records and Compliance Matrixes• Developed and maintained deal strategies, meeting agendas, response timeline calendars and Request for Proposal (RFP) template designs• Composed original responses to RFP/RFIs in order to address all client requirements outlined in the proposal request• Partnered with client management, sales, product, compliance, legal and risk partners to ensure compliance with all RFP requirements and bank policies

• Managed resource needs of national training team of 3-6 Corporate Trainers• Managed business relationships with Norfolk, VA, Greensboro, NC and Brea, CA, supporting approximately 650+ Collections associates• Managed projects of varying scope including large merger transitions, change initiatives and system enhancements for multiple lines of business• Facilitated management level training courses to business partners• Facilitated New Hire Training for 25-30 employees per class • Facilitated focus groups of 10-15 employees to perform needs analysis and formulate recommendations to address opportunities to improve training programs to meet business needs