Sherry Willard Email & Phone Number

Wilmington, De

Program Delivery: Led a team of 25 Program Managers, Project Managers, and Business Analysts delivering large-scale, bankwide projects critical to the launch of new Barclays partner programs. Successfully deliveried the most important partner- and customer-facing initiatives totaling >$20 million in annual budget and producing >$100 million in annual revenue. - Oversaw daily project activities, and managed the technical and business execution of all projects from initial concept through implementation.- Influenced strategy, requirements, and technical design formulation; ensured solutions were well designed to meet business requirements and financial goals. Resolved all escalated issues, and launched all programs successfully on time, on budget. - Served as the single point of contact within Technology/PCD for Partnership Marketing team. Met regularly with Barclays and Partner Executive Management teams to review programs’ progress, key decisions, and financial performance.- Key initiatives included: US Airways / American Airlines Relaunch, Sears Partner Launch.- Process Improvement: Created new Project Management and Business Analysis tools to improve effectiveness and efficiency of program delivery, including a Partner Launch Playbook and other tools.

Wilmington, De

Managed a team of 15 Project Managers, Business Analysts, and Quality Analysts delivering best-in-class technology solutions for partners and customers. Team completed >50 large-scale projects, including eight new partner launches, new mobile applications, and the full redesign of Barclays’ web application and customer servicing sites. - Project Management / Business Analysis: Served as Project Manager and Business Analyst on multiple projects in addition to leading the team, delivering high-quality requirements and technology solutions on time, on budget. - Key projects included: Barclaycard Ring, Credit Card Act (Dodd-Frank)- Process Improvement: One of thirty colleagues chosen to participate in a special project to improve 100 bankwide processes in 100 days. Utilized Lean Six Sigma methodologies to identify, design, and implement effective solutions to critical process issues in a condensed timeframe.

Wilmington, De

Managed Barclays’ relationship with eight Affinity partners with $200 million in outstanding balances. Designed and developed new products, pricing, and Marketing campaigns to present a compelling customer value proposition and maximize financial returns. Analyzed program performance and competitive environment to formulate new Marketing strategies and continuously improve program performance. Met regularly with partners to review results and present Marketing plans and new initiatives.

Wilmington, De

As employee #27, launched Customer Service and Bank Operations departments for startup internet bank (Juniper Bank, later bought by Barclays), offering credit card and deposit products, and servicing customers via phone, online chat, and email. Designed and implemented servicing strategy to support the bank’s “Now You Have a Champion” vision. Focused on hiring high-caliber talent, sophisticated use of technology, and Relationship Manager empowerment and accountability to transcend traditional service standards and truly service the customer on first contact.

Wilmington, De

Launched new internet-based concierge service, "At Your Request," as a retention tool for high-value cardmembers. Managed 100 internet agents / researchers servicing customers via phone, online chat, and email.• Developed staffing model and servicing roles to meet customer demand and service level goals; hired and trained all agents.• Created a fully integrated agent servicing desktop and research library; wrote business and functional requirements, designed, tested and implemented servicing workflows to enable agents to provide effective solutions to a wide variety of customer requests.• Analyzed customer requests and feedback and tailored new service processes to improve efficiency and Customer satisfaction. Improved service efficiency by 100% over two years; consistently exceeded 80% Customer Satisfaction goal.• Left to join startup company Juniper Bank, headed by First USA CEO and President.

Master Of Business Administration (Mba), Finance

Bachelor Of Applied Science (B.A.Sc.), Economics & Computer Science

Activities and Societies: Captain of Varsity Field Hockey team.