• Managed the project lifecycle for 10-15 accounts per year valued at $50K–$500K, served as the primary point of contact for clients, stakeholders, and SMEs, oversaw project staff, managed project timelines, oversaw client testing, and executed seamless migrations to call center environments. • Led a project team of six for the execution of client conversions, core conversions, and mergers, reviewed work, established standard operating procedures, and provided training and mentorship. • Implemented Toyota Production System (TPS) methodology for process improvement for Internet Banking Implementations, core conversions, and mergers across one department and 30 staff, which reduced the average project timeline by 50%. • Led a pilot program for the pod initiative, which restructured the project management team to improve capacity for project demands and enabled delegation according to specific employee proficiencies. • Eliminated gaps within standard operating procedures with a team of Project Managers, which cut timelines for internet banking implementations, core conversions, and mergers from 90 days to 45.• Engaged 80+ vendors to implement products and resolve issues for bill pay, online statements, check imaging, and external funds transfer, and vetted services to ensure they met client business requirements. • Tracked, managed, and resolved 100-500 bill payment and product functionality issues per project, interfaced with customers, and conducted any necessary follow-up research. • Managed and mitigated risks within projects through adjustments to delivery timelines and testing. • Created scope and statements of work for new projects and conducted chartering and requirement gathering during the pre-sale, contract negotiation, and onboarding phases.

• Fielded, analyzed, prioritized, and troubleshot 30-80 first-level customer issues per day with the internet banking platform with a one-to-five-day turnaround, confirmed credentials, ensured confidentiality, walked clients through systems and processes, and escalated to the technical support team as necessary. • Reviewed incidents and tickets with team members as the Senior Analyst, provided best practices and consultation, and reduced escalations, which secured an average customer survey score of 9/10. • Provided customer support and service with a 9.8/10 average ranking from customer surveys. • Trained and mentored 30+ new Customer Service Representatives on client communications, the Pivotal, Landesk, and QuickBase ticket systems, issue troubleshooting, and escalation procedures. • Tracked and provided daily to hourly status updates on issues that are escalated to technical engineers.• Engaged 80+ vendors to resolve issues pertaining to bill payments, check image, and online statements.

• Conducted quality assurance functionality, compliance, and compatibility testing of video games on three platforms, identified 10-20 bugs per day, and provided detailed documentation on the defects found to game developers.