Experience

• 

  U.S. Bank

  • United States
  • Banking
  • 700 & Above Employee

  • Assistant Vice President - Technology & Operations Services Portfolio Manager

    • Oct 2022 - Present

    • Manage three technology portfolios of 100-200 resources including Software & Testing Engineers, Data Scientists, Architects, Experience Designers, and Engineering Managers.• Monitor and control technical financial budgets ranging between $2MM - $18MM including monthly forecasting of resources and managing non-labor expenses for capital expenditures.• Help align product goals, trends, software development, and technology modernization goals.• Partner with Engineering and Product teams to drive data analytics and data integrity with a focus on IT portfolio planning, reporting, and system integrations to deliver strategic streamlined solutions that maximize the benefit targets of projects.• Collaborate with senior leaders in the Chief Digital Office, Technology Services, Corporate Marketing, Risk, and Finance divisions while identifying risks, addressing issues, and removing obstacles to deliver as planned.• Implement incremental process improvements while partnering with technology leaders, finance, and enterprise-wide representatives.

  • Assistant Vice President-Retail Payment Solutions Project Manager

    • Dec 2021 - Oct 2022

    • Managed the implementation of dozens of projects to migrate credit card online servicing to a new platform. • Partnered with Product Owners and Scrum Masters to gather updates on hundreds of projects and ensure deadlines were met.• Gathered information on how to navigate a new project management system and trained team of five on best practices to effectively track projects. • Presented projects to business line leaders, subject matter experts, and internal partners to raise awareness of enhancements and new features being implemented. • Mentored individuals to help them achieve their career goals within Project Management and Data Analytics.

  • Officer-Customer Experience Project Manager

    • Jun 2018 - Dec 2021

    • Partnered with Card Services’ business line to form strong relationships for problem resolution to systems, communication, and operations. • Researched projects to determine root cause of issues and develop project charter with defined scope.• Presented projects to business line leaders, subject matter experts, and stakeholders to get buy-in. • Mentored individuals to help them achieve their career goals within Project Management and Data Analytics.• Developed a SharePoint site to help the team collaborate more efficiently to the One U.S. Bank goal.• Demonstrated a high level of project expertise by leading a project team to develop and implement a new knowledge tool for a partnering business line.• Implemented updates to knowledge articles for frontline employees to help find articles easier and better assist customers with DIY (do it yourself) online and in the mobile app.

  • Call Center Traffic Analyst

    • Nov 2016 - Jun 2018

    • Managed real time adherence for over 1500 agents across four geographically dispersed sites.• Adjusted agent’s skill set availability for receiving calls to meet service level agreements for multiple contracts.• Troubleshooted technical issues and opened service tickets to further address problems as needed.• Ran reports to show current staffing, absences, service levels, and forecasted volume and delivered to senior leadership.

  • Customer Resolution Specialist

    • Apr 2015 - Nov 2016

    • Answered questions from agents about product and process issues while mentoring them on best practices to resolve themselves. • Assisted escalated customers with resolving difficult problems and finding the best solution to resolve the issue.• Made executive decisions regarding credit accounts while assisting high priority clients in managing banking needs.• Promoted U.S. Bank credit card products and services.

  • Customer Service Representative

    • Jun 2014 - Apr 2015

    • Answered incoming calls from customers about their credit card and credit line accounts. • Processed requests for credit line increases and balance transfers. • Assisted customers with understanding their credit card billing statement and general financial advice for managing their credit cards.• Initiated disputes for unrecognized charges and transferred leads of fraudulent transactions to our investigation team.

• 

  Concentrix

  • Sergeant Bluff, Iowa

  • Supervisor/ Quality Assistant

    • Oct 2012 - May 2014
    • Sergeant Bluff, Iowa

    • Managed billing and subscriptions on Microsoft Accounts. Walked customers through light troubleshooting with Windows based devices. • Supervised call center floor while assisting agents in answering questions regarding policies and procedures with Windows 8 and Office 365 products. • Took over escalated calls and de-escalated upset customers. • Managed queue levels by switching agents in between call and chat queues depending on business need.• Monitored agent activity ensuring calls and chats were not being avoided and system issues were fixed promptly. • Analyzed agent data for areas of improvement, created pivot tables along with entering data into Excel spreadsheets, and creating PowerPoint Presentations for Quality Manager.