Melanie Patrick Email & Phone Number

Austin, Texas, Us

• Ensure Project Managers are managing delivery projects in alignment with (a) agreed-upon project plans, (b) the Company’s quality standards and delivery methodologies, and (c) customer expectations.• Ensure Project Managers are equipped to serve as the “voice” of the overall project status and health, and to harmonize/synthesize activities across the project delivery team(s).• Lead continuous improvement activities pertaining to the Company’s Project Management Framework, PMO toolkit, playbook, assets, etc.• Provide direction, oversight, and risk mitigation/escalation support to the PMO on delivery projects, including active involvement in project risk communications and resolutions with Executive Sponsors, Steering Committees.• Mentor, train, and develop Project Managers to constantly improve their skillsets and increase value add to the Company’s project delivery and execution and internal partners.• Work alongside the Company’s Executive Leadership in its strategic resource planning activities, including: recruiting, hiring, onboarding, training, and retention of PMO professionals.

Austin, Texas, Us

• Served as the first point of contact to welcome all members and prospects. • Assisted in resolving membership issues, connected participants with services and programs to help them meet their individual needs, helped members take advantage of YMCA’s Membership for All financial aid program, and helped members find support within the broader YMCA community.• Created team FAQs and training documentation and trained new staff.

Coral Gables, Fl, Us

• Provided guidance, expertise, and recommendations on methodology for systems integrations and industry best practices.• Operated as the program manager for a four-phased transformation project to install best practice implementations of NetSuite, Salesforce, and OpenAir. The final phase of the project integrated all three key systems using Dell Boomi.• Prepared communication materials, status updates, and training materials. Worked with companies in the Vista Equity Partners portfolio to guide them through implementation of proven, best practices and system implementations to enhance the company’s ability to create value.• Negotiated vendor and implementation partner proposals. Managed internal team and third-party implementation partners while also managing the Legal Data track.• Created and oversaw execution of project work plans, end-to-end test plans, and implementation plans.

• Worked with companies in the Vista Equity Partners portfolio to guide them through implementation of proven, best practices and system implementations to enhance the company’s ability to create value.• Interviewed key company leaders to understand the current state of the business and developed recommendations on project scope, timelines, and resourcing. Developed statements of work once scope of project was agreed upon.• Reviewed vendor and implementation partner proposals and statements of work to ensure estimates were appropriate for project scope.• Created and oversaw execution of work plans for projects implementing cloud-based applications such as Salesforce, Salesforce CPQ, NetSuite, Intacct, FinancialForce, and OpenAir.• Directed teams of VCG, implementation partner, and portfolio company personnel through the business transformation. Teams ranged in size from 12 – 70 people in multiple locations / countries, depending on project scope.• Structured and lead team and client meetings effectively, including workshops, status meetings with the project team (portfolio companies, implementation vendors and management team) and executive steering committee meetings.• Enforced strategic and methodological execution of program deliverables and drive outcomes.• Served as Resource Manager for the VCG Business Operations team, managing assignments for up to 30 resources.

Charlotte, Nc, Us

• Expanded a limited-scope Service Delivery role into a much broader role, ensuring application team and line of business needs were supported in the wake of a reduced workforce. • Managed 2-4 projects per quarter and 4 sustaining change installs each year, supported application testing for both integrated releases and BAU changes for both in-house and vendor software.• Created design documents, test plans and scripts, and managed testing using Quality Center.• Ensured team readiness for implementations for quarterly and monthly releases by creating implementation task plans, contact lists and coverage schedules, and socializing with team to ensure accuracy.• Led Thunderhead maintenance activities, infrastructure initiatives, and major production issues. • Led archive audit task force that identified and resolved 3 major root causes of audit risk in only 4 months.• Ensured all billable resources were allocated 100% in a rolling 3-month period by reviewing 800-1000 requirements documents yearly to assess team impact and assigning resources as projects were funded.

Hanover, Md, Us

• Improved speed to market for BAC Credit Card disclosure letters and plastics as change manager for a multimillion dollar project to implement the Thunderhead multi-channel (print, archive, email, online) communication application.• Managed a globally diverse project team of over 80 people and multiple vendors to implement a customized vendor software solution and 2 in-house web-based applications. • Leveraged product / workflow knowledge to extend contract into a Production Support lead role post-install.

Charlotte, Nc, Us

• Partnered with Affinity Deposits business stakeholders to influence product strategic direction and develop tactical plans to implement changes. Took ownership of requirements creation for all prioritized projects.• As subject matter expert for Affinity Deposits workflow and processing, improved the company’s ability to quickly and cost-effectively react to market changes by leveraging Affinity Deposits functionality to help Deposit product owners launch new deposit products in a matter of days.• Consulted and assisted with the launch of approximately 200 new endorsing partner relationships.

Charlotte, Nc, Us

• Transitioned from MBNA to BAC, taking on three new deposit platforms, each with approximately 30 applications with Affinity impacts. Quickly came up to speed to lead Affinity Deposits technical team.• Formalized tracking of Affinity-related production issues and developed relationships with Production Support teams to ensure Affinity issues were resolved within service level agreements.

Charlotte, Nc, Us

• Achieved an early install for the largest development project MBNA Deposits had ever undertaken, while pioneering the use of Quality Center. Upgraded two core deposits subsystems, provided multi-country functionality, multi-language correspondence, and streamlined the production of deposit correspondence.• Translated regulatory guidance for deposits in the U.S., U.K., and Canada into requirements and designs.• Partnered with Operations to eliminate the need for pre-printed stock and to increase job efficiency, resulting in cost savings of $250K/year to the business unit. • Developed RFPs and oversaw vendor review for projects to launch deposits businesses in U.K. and Canada.• Managed the efforts of 3 project managers and 12 testers.

Charlotte, Nc, Us

• Worked closely with Deposits business stakeholders to understand technology needs, prioritize process improvements, and develop business case documentation to obtain project funding.• Prepared presentations for management committees and reported project status directly to all stakeholders.• Managed the efforts of 3-5 project managers overseeing small to medium-scale projects, while personally managing large-scale projects.

• Negotiated vendor contract to ensure limited exposure to MBNA; managed ongoing vendor relationship.• Installed vendor document management software that replaced a manual environment with a Windows based solution and introduced an automated workflow process replacing paper forms. Improved service level agreements by 1-3 days.

• Independently managed small- to medium-scale Treasury projects and multiple maintenance activities.• Co-managed a large-scale project to consolidate multiple securitization systems into one system for greater efficiency and reduced cost of ownership.• Developed project plans, business requirements, user acceptance testing, training, user access, and implementation documentation.

• Served as first line of defense for all Treasury production issues. Engaged technical contacts to ensure issues were resolved within 24 hours to ensure integrity of securitized credit card and loan portfolio.• Preserved accuracy of U.S. and U.K. securitization systems by balancing system output daily and researching any discrepancies. • Presented system architecture to external auditor, Ernst & Young, and addressed all queries to satisfy audit.

New York, Ny, Us

• Developed user requirements and functional specifications to support enhancements to payments systems.• Created project plans, test plans, and test scripts for vendor project to install new imaging system.• Coordinated and participated in user acceptance testing.• Published procedural updates and monitored post-implementation results.

New York, Ny, Us

• Completed an average of 180 audits on six Customer Service correspondence functions each month.• Identified error trends and communicated results to management. Implemented focus groups to reduce errors and improve quality.

New York, Ny, Us

• Responded to customer inquiries via phone and mail. Consistently achieved standards.