Timothy Dock Email & Phone Number

Davidson, Nc, Us

Davidson, Nc

Transitioned to US Bank via acquisition of MUFG Union Bank. Led 3 marketing lead generation teams in support of Banking customer outreach for Prospecting, CX outreach, Digital Channels, and Branch Operations lines of business.Implemented project migrating workload management reporting and dashboards to Power BI.Partnered with product and marketing leads to manage campaign requests.Provided strategic leadership for a project remediating an OCC MRA; ensuring customers were made whole.Served as issue owner, leading a matrixed team of partners from marketing, risk, legal, compliance, and representatives from the OCC.Created documentation standards necessary to standardize and streamline requirements from a seven-year lookback period.Wrote SQL code identifying impacted customers and calculating amount of financial restitution due.Communicated regular project updates to executive leadership through the successful execution of the remediation and closure of the project.

Davidson, North Carolina, United States

Bridged the gap between technology and marketing by leading a team of 6 Developers to deliver and optimize targeted marketing campaigns.Partnered with product and marketing leads to manage campaign requests.Utilized MS SQL and SAS to select campaign audiences for promotion of the bank’s brand and offers across multiple delivery channels.Performed statistical analysis on campaign performance; identifying opportunities to refine selection criteria and improve performance of future campaigns.Communicated marketing analytics and opportunities to stakeholders through creation of Tableau DashboardsLed data enablement initiatives to consolidate external data sources and simplify campaign creation execution.

San Diego

Bridged the gap between technology and marketing by leading a team of 6 Developers to deliver and optimize targeted marketing campaigns.Partnered with product and marketing leads to manage campaign requests.Utilized MS SQL and SAS to select campaign audiences for promotion of the bank’s brand and offers across multiple delivery channels.Performed statistical analysis on campaign performance; identifying opportunities to refine selection criteria and improve performance of future campaigns.Communicated marketing analytics and opportunities to stakeholders through creation of Tableau DashboardsLed data enablement initiatives to consolidate external data sources and simplify campaign creation execution.

San Diego, Ca

Optimized branch distribution strategy for a regional bank through ownership of models analyzing customer behaviors and market trends.Created model (Patronage) allocating customer deposits and revenue based on their utilization of physical distribution channels to quantify the value of network distribution points.Utilized data visualizations to facilitate decision making on branch opening opportunities, lease renewals, and consolidations.Partnered with finance to combine output of Patronage model with traditional finance reporting, presenting a wholistic recommendations on network optimization opportunities to C-Level decision makers.

Performed Business Analysis and Quality Assurance services for a large utility client.Worked with business stakeholders and vendors to ensure a positive customer experience within Account Management and Energy Management tools.Managed monthly implementation and validation process for system updates.Gathered business requirements and managed the implementation of those requirements.Performed training sessions on new functionality for business users and testers.Performed analysis on site usage metrics and identify key performance indicators.

Managed implementation and support activities for workers compensation policy management, claims, and reporting systems.Directed project execution and vendor deliverables necessary for periodic system upgrades to a third-party (Insurity) policy issuance application.Led multi-million-dollar project to successfully upgrade policy issuance system to a new .NET platform.Facilitated requirements gathering for project migrating Claims systems to SAP Claims module.

Analyzed addition of new features and enhancements for existing software products.Created functional specification documents for proprietary software products.Assisted with project planning, the creation of business requirements, and project meetings.Analyzed and evaluated current business processes and requirements and made recommendations to management for new, more efficient, workflows and processes.Interfaced with business users and managers to learn the needs of the various business groups.Documented use case scenarios in various functional areas.Performed analysis of existing information systems, applications, and processes to evaluate effectiveness and efficiency.Interfaced with technical representatives to understand what solutions are possible for current needs and also while implementation of the solutions were underway.

Managed team of four Business Application Support Analysts.Created and managed adherence to best practices.Participated in hiring of new team members and provided feedback during performance management process. Advised business users and provided technical support on Fixed Income Trading applications.Participated in all modules of the system development lifecycle.Documented and prioritized requests for enhancement and bug fixes.Liaised with Relationship Managers and Development team members to understand version contents and release schedule.Coordinated QA/UAT test events.Provided signoff on release and communicated rollout to business customer.

Managed AtStaff’s Application and Technical Support teams.Participated in hiring of new team members.Coached and mentored team members.Delivered yearly performance appraisals.When necessary, worked with HR/Legal to document performance gaps, and when necessary, facilitate separation of employee. Developed documentation of best practice as they related to the Customer Support Center.Coordinated efforts between Product Management, Quality Assurance, and Development on the contents and release dates of service patches and upgrades.Worked with business customers and product management to document enhancement requests.Traveled to customer locations to assist with the implementation of a installations and upgrades.Managed accounts to determine and increase customer satisfaction with AtStaff’s products and services.Provided application, technical, installation, and on-call support to clients.

Hartford, Ct

Liased with business users to understand system requirements and implementation timelines.Managed system development lifecycle for internal applications.Created staffing forecasts for Travelers call centers.Prepared monthly financial reports for three Travelers Field offices.Forecasted staff savings associated with technology initiatives.Managed project teams tasked with developing technical training programs.Developed and published training documentation.Delivered new hire training programs on new technologies and customer service skills.Reviewed and revised best practice documentation.Developed Call Center Quality Assurance Programs.Published communications and articles for Travelers intranet site.

Bachelor Of Arts (B.A.), Political Science And Government

Activities and Societies: President, Theta Chi Fraternity

Education record