Experience

Sioux Falls Lutheran School

• United States
• Primary and Secondary Education
• 1 - 100 Employee

• Director of Educational Technology

  • May 2016 - Present

  Sioux Falls, South Dakota Area • Manage and track all technology assets • Manage all school accounts through Google Apps for Education Admin Console • Troubleshoot teacher and student computer issues • Develop and manage annual technology budget



Capital One

• Egypt
• Leasing Non-residential Real Estate
• 1 - 100 Employee

• Sr. Process Manager

  • 2013 - Dec 2015

  Collect data, measure performance against requirements and report process performance to senior leadership and executives. • Manage the capacity management work stream which established clearly defined capacity limits for the volume of learning an agent is expected to absorb. • Create visual management boards in PowerPoint to display information on Agent Capacity status which are used by leadership to reduce and monitor the amount of new training agents received. • Led a high… Show more Collect data, measure performance against requirements and report process performance to senior leadership and executives. • Manage the capacity management work stream which established clearly defined capacity limits for the volume of learning an agent is expected to absorb. • Create visual management boards in PowerPoint to display information on Agent Capacity status which are used by leadership to reduce and monitor the amount of new training agents received. • Led a high visibility script review project with Compliance and Legal teams to successfully differentiate required from suggested scripts. Reduced script count from 2300 to 170. Show less

• Project Manager

  • 2008 - 2012

  Managed small to medium sized projects, generally between three to six months in duration. Coordinated meetings, documented and published meeting minutes, developed and updated project plans and completed other project documentation. • Managed complex, high-priority, business-critical projects from inception to completion to meet business needs and regulatory requirements. • Served as Business Project Manager for server build and installation of Trillium software to improve data… Show more Managed small to medium sized projects, generally between three to six months in duration. Coordinated meetings, documented and published meeting minutes, developed and updated project plans and completed other project documentation. • Managed complex, high-priority, business-critical projects from inception to completion to meet business needs and regulatory requirements. • Served as Business Project Manager for server build and installation of Trillium software to improve data quality. • Prioritized and managed multiple deliverables at various stages of all projects including ensuring projects were properly documented to mitigate risk and achieve on-time delivery. Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Quality Assurance Manager

  • 2001 - 2007

  Managed quality reviews and communicated results to operations management. Coordinated statistical analysis to monitor the quality of operations functions and facilitate the design and implementation of new or revised measurement criteria. Trained new Collection managers and quality associates on monitoring systems, company policies and regulatory guidelines. • Led calibration calls and communicated policy and procedure changes between Quality and Operations across multiple sites and… Show more Managed quality reviews and communicated results to operations management. Coordinated statistical analysis to monitor the quality of operations functions and facilitate the design and implementation of new or revised measurement criteria. Trained new Collection managers and quality associates on monitoring systems, company policies and regulatory guidelines. • Led calibration calls and communicated policy and procedure changes between Quality and Operations across multiple sites and countries to ensure calls were scored correctly & consistently. • Developed Access databases to track completed monitors and scoring violations. The outputs from these databases were used in monthly Excel dashboards that were shared with Senior Leaders as a performance measurement. • Collaborated with peers to evaluate and update monitor form and scoring criteria as regulations and policies changed. • Identified exception trends so additional training could be provided to voice agents.

• Quality Assurance Analyst

  • 1998 - 2001

  Completed telephone monitoring of all collection representatives to assure adherence to company policies and collection laws. • Trained new quality representatives. • Developed spreadsheets and monthly reports for the department using Microsoft Excel and Access.



Specialized Card Services

• Collections Specialist

  • 1996 - 1998

  Discussed delinquent accounts with customers and made payment arrangements to bring their accounts current.



Brad Bonynge Law Office

• United States
• Law Practice

• Paralegal

  • 1992 - 1996

  Assisted attorney in handling cases. • Interviewed clients • Prepared documents • Legal research