Directed the training programs of three processing centers; Supported training for the Remittance Processing, Card Personalization and Statement Print and Mail departments. Remotely managed two trainers, and reported to Internal Consulting Manager in Salt Lake City.Created detailed training presentation for Interactive Exception Processing (IEP), gathered pertinent procedures and guidelines to create training module. Items posted to suspense account were reduced from 10% reduced to 1% and a 50% improvement in correct reject codes was realized. Contributed to qualification of Mail Processing Total Quality Management (MPTQM) project, provided resources to complete efficiency, documentation and communication requirements set by the United States Postal Service. Passed postal inspection by meeting all guidelines resulting in a $7 million savings in postage. Generated electronic cross-training tracking system, incorporated existing tracking as visual reference for employees, ensured credit for training completed and provided a tool for management to easily rotate employees to bottlenecks and higher volume tasks.Extended equipment certification training from the Salt Lake Center to all processing services centers, created written and physical technical training certification tests for four departments and all equipment functions. Achieved 90% completion in a one year period.Stressed importance of mandatory compliance training, oversaw the completion and tracking of compliance training for four centers. Achieved 100% completion of training for processing services regularly within 30 days.

Directed 155 employees in a high-speed payment processing environment. Monthly volumes ranged from four to nine million payments per month. Department included high and slow speed mail opening (OPEX equipment), Image and data scanning, data entry functions, and bank deposits (BancTec MARS system)Implemented productivity and performance database, conducted time studies to create reasonable expectancies for employees; conducted meetings to describe new productivity tracking and production standards. Production requirements and database installed successfully in expected 3 month period.Selected as subject matter expert to give a deposition on behalf of the company regarding payment processing timeliness, prepared with legal team and gave an 8 hour deposition, gave testimony again in an arbitration which was won by the company with a potential savings of $50+ million.

Managed 80 employees in a high-speed payment processing environment. Departments included Image and data scanning, data entry functions, bank deposits (BancTec MARS system), and Item Processing (S-Series scanner.)Installed software for Pre-approved Enrollment and Balance Transfer forms, attended vendor training and trained on outgoing system. Hired and cross trained additional personnel to handle work volumes, installation successful and completed on time.Strategized to achieve 100% Same Day Processing requirement, mapped mail delivery history, rescheduled employees and increased cross-training, same day processing SLA met at deadline corresponding to card member notification dates.

Guided 60 employees in a high-speed payment processing environment. Departments included Image and data scanning, data entry functions, bank deposits (BancTec MARS system), Open Archive system and Sales Draft Processing (S-Series scanner.)Preparation leader for Y2K, tested software updates on key dates; analyzed, compiled and communicated results to management and software vendor, resulting in no processing problems due to system dating during the year.Installed new scanner and software testing for Sales Draft processing, worked with vendors and facility management on equipment requirements, attended training on vendors' software programs and then trained employees. Installation completed on time and met deadline for live processing.

Led 40 employees in a high-speed payment processing environment. Departments included data entry functions, bank deposits (BancTec MARS system), and Open-Archive System.Pioneered the opening of the Utah Processing Center in Salt Lake City, including equipment installation, hiring, establishing procedures and developing production standards. Received the "Pinnacle of Excellence"award for contributions to the startup.

Supervised Data Entry and Deposit Preparation.