Project Manager

• Oct 2021 - Present

Project Manager

• Mar 2018 - Jun 2022

Computershare, Louisville, KY Project Manager Work with Senior Management to build client relationships and confidence in service through in-person meetings. Manage projects from set up to completion while fulfilling client’s expectations. Track project cost, scope, and schedule to identify risks and performed qualitative/quantitative risk analysis to monitor areas of potential issue. Claims administration was manual in nature causing significant delays for the investigation process. After taking ownership of administration, the claims process was digitized which created fewer errors and less hours. Standardized investigation process by creating templates to be utilized with exported .csv files to facilitate claims review by board members.

Operations Team Leader

• Jul 2009 - Feb 2018

Lead team within the United States Citizenship and Immigration Services (CIS) lockbox and directly supervised 10 employees. Assigned tasks and monitored workflow, within both CIS and Internal Revenue Service lockboxes. In collaboration with the IRS and financial agents, develop and implement overall strategy for an efficient, timely, and cost-effective tax collection network. Ensured all Standard Operating Procedures (SOP) have been met and exceeded. Earned 2010 and 2017 Portrait Recognition for providing best customer service through training and coaching. This organization frequently utilized temporary employees to process documents within Service Level Agreements (SLA) deadlines. Utilizing temporary employees caused significant errors processing documents and payments. I created visual job aides which reduced errors. These visual job aides were created with the collaboration efforts of senior management, Subject Matter Experts (SME) and temporary employees.

Correctional Officer

• Oct 2005 - May 2008

Responsibilities include the supervision, custody, treatment, and training of inmates confined in a prison. Duties are performed under the supervision of higher-ranking staff and in accordance with operational procedures of the assigned facility. An inmate was brought to medical for a cut from shaving. This inmate altered a razor blade to get a more desirable cut. Based on that information, I retrieved the straight razor from his unit. Upon entering the bathroom, I reached into the trash can to retrieve the blade and felt something at the bottom of the trash can that didn't feel right, so I discreetly took the object out of the unit and brought to senior management. The unknown object was a cell phone charger. Inmates are not allowed to have cellphones as it is contraband and can be a potential facility security breach. The unit was searched, and the cell phone found.

Business Owner

• Jan 2004 - Oct 2006

Managing all aspects of owning and operating a successful business to include marketing, accounting and customer service. Managing all aspects of owning and operating a successful business to include marketing, accounting and customer service.

Customer Specialist

• Jan 2000 - Dec 2004

Estimated construction jobs. Special orders of: Windows Doors Siding Decks Roofs Estimated construction jobs. Special orders of: Windows Doors Siding Decks Roofs

Head Cashier

• Jan 1997 - Dec 2000

Lead training for all new cashiers Maintained security of products Customer service Returns Created and implemented Cross merchandising program Lead training for all new cashiers Maintained security of products Customer service Returns Created and implemented Cross merchandising program