Oversee client relations and cardholder experience management for multiple clients. Address process gaps and co-lead complex initiatives across multiple workstreams.KEY COMPETENCIES: REMEDIATION MANAGEMENT, CLIENT RELATIONS, CROSS-FUNCTIONAL LEADERSHIP, ANALYTICAL SKILLS, PRESENTATIONChampioned restructuring of international airline client business process for lost and stolen credit cards to eliminate 15-day closing procedure● Coordinated with Plastics/Credit Bureau… Show more Oversee client relations and cardholder experience management for multiple clients. Address process gaps and co-lead complex initiatives across multiple workstreams.KEY COMPETENCIES: REMEDIATION MANAGEMENT, CLIENT RELATIONS, CROSS-FUNCTIONAL LEADERSHIP, ANALYTICAL SKILLS, PRESENTATIONChampioned restructuring of international airline client business process for lost and stolen credit cards to eliminate 15-day closing procedure● Coordinated with Plastics/Credit Bureau Reporting/Fraud Investigations workstreams leads to assess proposal● Instituted testing to ensure all affected systems complied with proposed changes● Presented revision outline report to Parameter Release Board to secure proposed approvalKEY COMPETENCIES: CHANGE MANAGEMENT, COMMUNICATIONS, PROJECT MANAGEMENTSpearheaded credit card rebranding and restructuring projects for mobile app cashback client company● Identified ~30 key workstreams, communicated rebrand to Subject Matter Experts (SMEs)● Headed ongoing communications with relevant SMEs to maintain positive impact to deliverables● Hosted production validation call with all SMEs to track completion and analyze resultant dataKEY COMPETENCIES: CROSS-FUNCTIONAL COORDINATION, ROOT CAUSE ANALYSIS, RESEARCH, FLOW CHARTSReduced errors in reporting metrics for multinational automobile manufacturer client by 90% to date via client rewards reporting gap analysis● Choreographed meetings with Analytics and IT departments to troubleshoot root cause● Drafted client process flow chart for current rewards reporting metrics● Assembled cross-functional meetings with IT and Analytics teams for status updates Show less

Managed strategic projects and planning processes for one retail client with focus on account growth and incremental credit sales. Leveraged analytics, determined trends, and drove strategies for in-store incentives.KEY COMPETENCIES: PRODUCT MANAGEMENT, SOFTWARE DEVELOPMENT, SALES FOCUS, CLIENT RELATIONSConstructed and implemented first digital Salesforce credit portal for company to enable client access● Surveyed process requirements, partnered with key stakeholders from… Show more Managed strategic projects and planning processes for one retail client with focus on account growth and incremental credit sales. Leveraged analytics, determined trends, and drove strategies for in-store incentives.KEY COMPETENCIES: PRODUCT MANAGEMENT, SOFTWARE DEVELOPMENT, SALES FOCUS, CLIENT RELATIONSConstructed and implemented first digital Salesforce credit portal for company to enable client access● Surveyed process requirements, partnered with key stakeholders from multiple departments● Collaborated with in-house Salesforce team to guarantee client needs were incorporated into portal● Organized marketing generation to maximize project awareness, opened portal to +600 store leaders and associates at launchNatasha B. Johnson Pg2KEY COMPETENCIES: PROJECT MANAGEMENT, LEADERSHIP SKILLS, CLIENT OUTREACH, PRESENTATIONSGuided project planning and support efforts for multiple company and client initiatives● Maintained client IT relationships, worked on-location weekly to disseminate updates and field questions● Communicated live developments to client for streamlined productivity● Awarded Sales Support Manager of the Year in recognition of leading various robust projects to completion Show less

Oversaw business processes and programs associated with workforce management systems to support resource allocation and store labor planning within $900M annual budget. Partnered with multiple departments to design process improvements to strengthen workforce forecasting and other company metrics.KEY COMPETENCIES: DATABASE DEVELOPMENT, PROGRAM DESIGN, CONVERSION ANALYTICS, DOCUMENTATION, AD-HOC REQUESTSOverhauled workforce management budget allocation tool● Created web-based… Show more Oversaw business processes and programs associated with workforce management systems to support resource allocation and store labor planning within $900M annual budget. Partnered with multiple departments to design process improvements to strengthen workforce forecasting and other company metrics.KEY COMPETENCIES: DATABASE DEVELOPMENT, PROGRAM DESIGN, CONVERSION ANALYTICS, DOCUMENTATION, AD-HOC REQUESTSOverhauled workforce management budget allocation tool● Created web-based allocation model with less manual interaction in conjunction with IT development team● Documented conversion analytics to maximize flexibility with ad-hoc requests● Tested web-based allocation model against manual process on trial basis to assess project deliveryKEY COMPETENCIES: ANALYTICAL SKILLS, UAT METHODOLOGIES, ORGANIZATION SKILLSTransformed scheduling process by upgrading Kronos Labor Scheduling system● Identified anomalies in test data through careful analysis● Utilized User Acceptance Testing (UAT) methodologies to analyze system upgrade functionality● Organized post-deployment end user feedback to streamline feedback analysis Show less

Tracked market research, industry developments, competitive activity, and seasonality trends. Reported findings to retail management and proposed process improvements and training opportunities as needed. Leveraged financial acumen to conduct training sessions with store leaders across 5 states to strengthen financial proficiency and drive profitable growth.

Supported product initiatives and financial reporting using decision-making models. Managed programs and associated funding efforts and partnered with other functional teams to achieve company growth objectives. Acquired $800K in company refunds via six-month audit of retail conglomerate client chargebacks and overcharge discovery.KEY COMPETENCIES: FINANCE, SYSTEM ADMINISTRATION, TRAINING SESSIONS, USER EXPERIENCE, USER EDUCATIONServed as Finance SME for two companywide system… Show more Supported product initiatives and financial reporting using decision-making models. Managed programs and associated funding efforts and partnered with other functional teams to achieve company growth objectives. Acquired $800K in company refunds via six-month audit of retail conglomerate client chargebacks and overcharge discovery.KEY COMPETENCIES: FINANCE, SYSTEM ADMINISTRATION, TRAINING SESSIONS, USER EXPERIENCE, USER EDUCATIONServed as Finance SME for two companywide system implementations: Sales Perspective and Vision Chain● Orchestrated financial operations and data validations to identify and resolve anomalies● Piloted tailored post-launch training sessions using actual company metrics for reference data● Coordinated end user access, feedback analysis, and troubleshooting efforts as designated System AdministratorKEY COMPETENCIES: BUDGET MAINTENANCE, FEEDBACK ANALYSIS, CLIENT COMMUNICATIONSReduced Research and Development (R&D) expenditures by $1M in 2013 via budgeting revisions● Evaluated spending analysis with R&D leadership team, compared to proposed budgets● Modified future budgeted spend based on R&D team feedback Show less

Served as the Finance Champion for two separate system implementations, Sales Perspective and Vision Chain, and assisted IT by identifying anomalies in the data and areas of opportunity in the test environment, conducting user acceptance testing, preparing documentation, and training end users. Conducted post-audits on Wal-Mart excessive defective chargebacks that resulted in over $800K being refunded to the company in 2010.

Analyzed POS data, identified trends, and elevated concerns or insights to account managers. Developed and distributed weekly sales summaries, reports, and graphs that clearly communicated main sales initiatives for Lowe’s, Home Depot and Sears/Kmart to business leaders across eleven divisions. Automated several reporting processes to improve rollover capabilities on time-sensitive reporting.

Prepared and posted journal entries using PeopleSoft Finance for biweekly payroll disbursements, EFT tax payments, pension coverage, and insurance coverage. Performed account analysis and reconciliations of 32 balance sheet accounts in Excel on a timely basis.

Prepared ongoing and ad-hoc financial reports on behalf of the Merchandising Department using sales, movement, margin, and inventory data utilizing Excel and decision support software. Developed product placement on end caps within company guidelines. Improved merchandising structure in an effort to streamline processes to ensure timely communication and delivery of product signage at the store level.