• Helped migrate the organization from an aging workflow management system to an ERP (Microsoft Dynamics). Led workshops and documented key business processes. Analyzed the business processes and identified efficiencies (e.g. manual steps that can be automated).• Collaborated with the Product Development team to enhance an internal project tracking application. Recommended user experience (UX) improvements, researched database changes needed to support new user interface (UI) features, drafted requirements for updates, and performed user acceptance testing.• Worked with operational managers to develop and implement process improvements. Updated SOPs to reflect the improvements and created communication plans to keep teams well-informed.• Worked closely with stakeholders to ensure clear communication of project objectives. Authored user stories that captured end-user requirements and worked with Scrum team to ensure work was prioritized appropriately. Participated in daily stand-ups, Sprint review meetings, Sprint planning meetings, etc.

• Created innovative business process documentation that enabled Client Services staff, even inexperienced team members, to efficiently coordinate the production of project deliverables. This boosted the Client Services team's productivity and reduced the training time for new employees.• Oversaw operations managers’ efforts to document quality issues, perform root cause analysis, and implement resolutions (e.g. process controls, additional training). Facilitated monthly meetings to ensure resolutions were acceptable to all parties.• Mapped complex business processes so workflows could be understood end-to-end. Interviewed subject matter experts throughout the organization, and organized the information into clear, detailed documentation.

• Trained and mentored a team of 20+ Technical Project Managers. Provided support and expertise to less seasoned project managers, helping them overcome obstacles and deliver successful project results.• Led the planning and execution of multiple high-profile technical projects. Proactively identified and resolved project issues to mitigate potential delays.• Built valuable relationships throughout the organization and established feedback loops. Used feedback from other teams to strengthen business processes and improve the Technical Project Management team’s reference documentation.

• Managed multiple technical projects concurrently in a fast-moving production environment. Developed project schedules, monitored progress, and made adjustments as needed to ensure timely delivery of project deliverables.• Served as projects’ primary point of contact, ensuring effective communication between the project team, stakeholders, and other relevant parties. Facilitated project meetings to establish project scope, discuss specifications, and work through challenges. Distributed project documentation (e.g. project plans, status updates, meeting minutes) to help the project team function cohesively.• Worked closely with operations managers to prioritize work and allocate resources appropriately. Used a data-driven approach to balance business needs and operational capacity.

• Led an initiative to overhaul the credit union’s processing of international wires. Developed a detailed project plan, coordinated the activities of the cross-functional team, tracked project milestones and KPIs, and facilitated project meetings.• Created three custom service desk ticket systems to replace outdated intake systems. Designed an intuitive user interface tailored to each system’s functionality. Collaborated with programmers to develop, test, and deploy each application. These systems eliminate redundant data entry and offer better usability and reporting capabilities than the email-based systems they replaced.• Led a project to establish a backup VPN connection to the Federal Reserve at a contingency site. This strengthened the organization’s business continuity plan by enabling critical business activities—the processing of ACH and wire transfers—to be performed at a secondary location. Served as a liaison between management, IT, and the Federal Reserve.

• Performed detailed data processing for financial services offered by the credit union: ACH, checking, ATM/debit cards, and wire transfers.• Led a project to bring ACH processing in-house, eliminating the use of a vendor. Researched project requirements, ordered the necessary hardware and software, and worked closely with the Federal Reserve to ensure a smooth transition. Developed reference documentation, conducted training sessions, and provided ongoing support for employees.• Earned reputation for delivering outstanding customer service—in person, by phone, and via email.

• Researched and analyzed potential real estate acquisitions using tax records and GIS software.• Negotiated with property owners to secure land for organization’s residential developments.• Prepared management reports that analyzed the cost, location, and tax value of purchased properties. Worked closely with multiple stakeholders—property owners, construction managers, accountants, and lawyers—to finalize real estate deals.

• Provided first level support for computer issues. Installed and configured software, including operating systems, desktop software and custom applications.