Managed a wide variety of projects in the company’s Care Shared Services, Small Business Group division, which included determining and monitoring project timelines, keeping teams on task to complete milestones in a timely manner, and identifying potential issues to be addressed Launched a wide variety of new desktop and online products and help systems for individuals, self-employed persons, and businesses, reaching over a million customersBoarded a new tax and e-filing solution and related project processes Planned and executed a company-wide, global awards ceremony for the event’s first three yearsCollaborated with product managers, technology, executive-level leadership, and company stakeholders to develop scopes and implement project plans, achieve organizational goals and complete projects in a timely and effective mannerWorked with interdepartmental teams to create, manage, and improve the Customer Success annual and quarterly planning processesProduced weekly dashboard reports, documents, and milestone updates on program progress for company leadership and key stakeholdersConducted thorough interviews and regular meetings with key business users and clients to collect information on business processes and user requirements, determine project intent, document business processes, analyze procedures to ensure that changing business needs were met, and develop project timelinesManaged testing cycles and supported test plan creation, coordination, and execution of user acceptance testing and formal approval or disapproval criteria and sign-offFacilitated knowledge sharing sessions to capture and disseminate lessons learned for process improvement, and defined and communicated clear goals and measurable outcomes to other team members

Managed programs and projects in the company’s Payments Field Support division, which involved completing strategic plans, impact analyses, launch readiness support, and lifecycle support for new offerings and technologiesOversaw the operational aspects of the division’s relationship with partners and enabled the seamless delivery of new and enhanced offerings for operations team membersPartnered with stakeholders, company leadership, staff, and outside vendors to develop support strategies for new product launches Launched the Maser Merchant platform structure into the operations and support organizationIdentified and delivered process improvements and regularly engaged in quality assurance activities and provided support services to improve the customer experience

Cultivated and managed relationships with and payment processes of new accounts in the company’s Payments departmentPartnered with engineers and project managers to develop and onboard new accounts and transfer client records to a new records management tool, which involved defining requirements, managing user acceptance testing, and planning all launch-related activities for the new records management toolMet with team members to establish SMART goals and outcomes for business development and collaborated with the new accounts team to identify and improve processes to maximize efficiency and new account output, thereby ensuring client satisfactionCarefully reviewed clients’ business history, credit, financials, and risk worthiness in the underwriting process, and collaborated with underwriters to mitigate riskWorked directly with bank partners to gather additional documentation needed to approve pending accounts and obtained client credit records from reporting agencies, all while protecting client confidentialityCollaborated with the compliance department to ensure that all tasks were completed in accordance with Payments department processes and regulationsInterviewed, hired, trained, and supervised new employees during department orientations and business acquisitions, and scheduled and assigned daily work and activities for the boarding of new customers