Team leader managing Salesforce platforms across multiple organizations. Develop and maintain relationships with business and technical partners to drive strategic initiatives and innovation.• Application Owner across multiple business segments and technology partners for SalesForce.com.• Implemented standardized processes along with annual release schedule resulting in the creation of the strategic roadmap to drive innovation while meeting business and technology needs.• Lead team to deliver customer portal enabling to be self-servicing and case creation to resolve issues.• Standardized contracts process to utilize standard Salesforce functionality and decommissioned installed package resulting in $77,000 annual savings.• Leading teams across multiple products to deliver large, high-priority and complex initiatives from concept to launch.

Manage $6M program portfolio for Salesforce platform. Develop and maintain relationships with business and technical partners to drive strategic initiatives. Responsible for resource allocation and career development for direct reports.• Product Management Owner across multiple business segments and technology partners for SalesForce.com.• Lead global teams to deliver large, high-priority and complex initiatives from end-to-end while partnering with technology, vendors, and business enablement teams.• Consulted with business and technology partners to identify and solve key business problems across business segments.• Developed KPI’s (Key Performance Indicators) through analytics to optimize sale growth and measure process improvements.• Implemented analytics to identify business insights to increase sales wins and reduce process times.• Migrated to Salesforce lightning experience resulting in streamlined processes and utilizing Salesforce standard functionality.

Manage $6.4M project portfolio to support Case Management. Develop and maintain relationships with business and technical partners to drive strategic initiatives to implementation. Responsible for team allocation and career development.• Single point of contact for business segments and technology partners for SalesForce.com. This consists of process/system improvements, issue resolution, deployments, influencing priorities, strategic planning and collaboration.• Lead technical team to implement SalesForce.com creating a single point of contact for borrowers in mortgage default. Implementation completed in 120 days to meet regulatory consent order and consisted of people/process, infrastructure, and support model for a user base of 17,000.• Facilitated backlog for monthly release that consisted of production defects and enhancements for Salesforce.com.

Technology Project manager for system implementations and infrastructure changes.

Role consisted of functional process improvements, technical implementations and delivery for Service Asset and Configuration Management (CfM). Accountabe for program structure to support activities relating to data governance and application support.• Integrated the use of the Configuration Management Portal within ECC enterprise monitoring processes to improve application monitoring. Benefits included improved issue isolation in preventing service disruptions and application data availability.• Developed and documented CfM Strategy processes and education program to support/promote use of the portal tool. Supported ad hoc and reoccurring customer reporting needs.• Implemented Program Structure – Partnered with cross-organizational teams in creating a unified data model resulting in a reduction of duplicate data, identified single system of record for data elements, and defined commonly used terminology.

Manage multiple initiatives simultaneously (both functional and technical) and standardized project execution for BAU process. • Launched Co-Branded Card – Introduced Visa Platinum and Signature products while discontinuing MasterCard product.• SAS Enterprise Business Intelligence Server – Implementing SAS software with AIX/Websphere server including SAN disk, DB2 and Oracle interfaces. Infrastructure expandable to meeting capacity requirements over 3 – 5 years. Implementation will allow Risk Strategy to support improved analytics and reports with a potential save of 2,500 FTE hours. • Risk Strategies efforts – Standardized multiple BAU efforts to reduce risk and losses while complying with OCC regulations.

Managed initiatives simultaneously for Home Equity (HE) and Education Finance Services (EFS). • Implemented customer scoring matrix that utilized relationship data while interfacing with external vendors for Direct-to-Consumer and Regional Banking lines of business (LOB’s). Increase in lending benefits estimated at .6M annually.• Expanded decision engine capabilities by standardizing and improving lending re-decision process. Benefits included increased customer satisfaction and team member experience. Benefits estimated at $785,000 in savings.• Implemented solutions to address credit bureau customer reporting errors to align with OCC regulations.

Business project manager for implementation of Home Equity Loan Origination system. Developed project lifecycle methodology based off of Six Sigma. Responsible for 10 direct reports.• Implementation of a custom loan origination system allowing for end-to-end processing for application data entry, doc preparation, automated decisioning, and automated booking.

Managed multiple projects simultaneously across organizations. Supported projects outside of organizations as a project manager and subject matter expert. Assisted and mentored peers through the DMAIC (Define, Measure, Analyze, Improve, and Control) process. Supported Fleet and MBNA transition projects through data integrations and process improvement efforts.• Implemented solution to ensure that customer non-experience data usage complied with regulatory requirements.• Managed project to implement a new process of capturing customer information coupled and logic that enhanced the accuracy of fraud loss type reporting. Benefit included a reduction of losses at an estimated $750,000 per year.

Account manager responsible for maintaining account relationship will delivering solutions to meeting customer needs. Consulting engagements included:• Program Manager for CRM implementation for financial institution. Worked closely with VP’s throughout organization to identify cost reductions. Integrated multiple departments throughout bank to leverage shared data. This increased data accuracy, workflow efficiency, and reduced fee loss problems that went undetected. Responsibilities included system implementation, client relations, staffing, mentoring, budgeting, and developing future business engagements.• Technical lead in the successful design and implementation of CRM tool for medical manufacturing company. The tool integrated sales, installation, and service of products resulting in increased revenue, customer satisfaction and retention. Responsibilities included gathering requirements, UAT, training and rollout.• Functional team lead for CRM implementation. Lead process design session and mentor staff on implementing the application. Delivered streamlined workflow and improved data quality.