 Conducted product training for clients in North and South America, which included Blueprint Requirements Center, Use Case Concepts, and requirements concepts.  Worked with clients to re-engineer their requirements definition processes by:o Performing current state assessments via in person interviews with key members of the IT organizationo Review of existing process documentationso Conducting strategy workshops to determine optimal solution o Documenting new solution in a Requirements Definition Strategy Guide Worked with clients to create a Best Practices Guide around Requirements Center tool Guided clients to ensure self-sufficiency via establishment of internal COE, and adoption of new requirements definition and tool processes. Mentored clients and internal resources onsite on tool adoption, project integration of tool, tool best practices and requirements lifecycle best practices.  Supported all aspects of the post sales software lifecycle

 Web Loan Applications and Funding, Real-Time Credit Decisioning, CRM and BI Implementations. Utilized Irise visualize software to create real life simulations / prototypes of UIs for multiple LOBs through multiple iterations and ad hoc through reviews and meetings.  Managed requirements elicitation and elaboration processes for multiple LOBs which included Collections, Operations, Marketing and Risk. Creation of complete BPM and UML conceptual and functional models for new development. Extraction of Business Rules and utilization of Corticon Business Rules Engine. Responsible for data integration agreements with primary and secondary Credit Bureaus (Equifax, Trans-Union, Experian and Lexus Nexus) ACH providers, and Data Processors (TSYS & FDR). Full implementation of Cordiant CRM Application. Assisted in creating complete set of Policies and Procedures to be incorporated into the SDLC Managed ACH vendor relationship.

 Interactive TV Order Management System Assisted in establishing Process and Requirements guidelines for the organization Implemented and established requirements baseline in Blueprint Requirements Center Utilized Blueprint Requirements Center to simulate the functionality of system for business approval prior to development. This allowed for the ability to test drive the system prior to development to ensure agreement between the business and technology teams.  Managed requirements elicitation and elaboration processes Managed identification and implementation of KPIs for reporting of operational status, throughput, health and full lifecycle of data.

 Participated in requirements elicitation and elaboration processes for Online Banking Portal for consumer, small business and corporate banking products as well as Corporate Web Site Suntrust.com Utilized Irise visualization software to prototype complete transformation of corporate public portal in order to limit risk, rework and ensure tight timeline. This allowed the business to test drive the system functionality and UI prior to any development work or coding.  Mapped external data sources for migration to internal platforms during merger activities.  Integration with external vendors CheckFree, TSYS, FDR. FundTech, Metavante, S1, Corillian. Created Implementation Plans and oversaw implementations of various online product development initiatives.  Served as Project Manager and BA of initiative to display overdraft online client details. Participated in effort to upgrade and enhance functionality for Online Consumer Banking, which included data feeds from multiple internal systems. (Deposits, CD/IRA, Credit Card, BillPay, and Line/Loan/Mortgage) Acted as BA and Test Coordinator for data migration of 1.2 million client records from externally hosted vendor to internally hosted platform.

 Served in Project Management Office for Y2K software compliance initiative by developing corporate governance, policies and procedures. Oversaw and ensured successful implementation of policies and procedures for multiple operational areas covering four states by providing training, oversight and metric tracking.  Served as project lead for Quad-State compliance initiative by overseeing the inventory, analysis, methodology, testing and implementation of non-standard compliant software in all Bank Operations locations.  Developed and coordinated project deliverables, facilitated project meetings, and ensured Federal Reserve record retention policies were executed  Oversaw the planning and implementation of four regional command centers for Y2K event tracking as well as coordinated installation of 3 regional test labs to ensure dedicated and compliant testing environments. Responsible for weekly and monthly progress reporting to Executive Management.  Identified resource gaps and ensured initiative resource availability.

 Acted as project/program administrator for Bank Operations initiatives, which ranged from sight reconfigurations, functional transfers, quality & productivity improvements, and implementation of new operational technologies.  Reported monthly on project statuses, financial results and resource impacts to Bank Operations Executive Management, which included extract for regional and corporate executives.  Facilitated communication and direction for regional coordinators of project initiatives.  Responsible for functional LOB reporting, budget forecasting, cost analysis, and corporate rent recovery and assistance to Divisional Head / EVP with semi-annual Board Meeting presentation preparation.

 Supervised ten Call Center CSR Credit Card Representatives.  Managed day to day operations, which included queue/gate management, volume tracking, and agent call monitoring and coaching.  Facilitated customer call escalation and problem resolution for special clients.  Performed as a Call Center Customer Service Representative for Gold and Platinum Credit Card Products and Customers.  Fielded routine customer questions while performing research and resolution for client related issues.  Participated in installation and pilot of new TDD service system for the deaf.  Acted in focus group and tester for a pilot for Chase’s first GUI CSR friendly Credit Card Servicing System Solution.