Experience

LinkLive
• United States
• Software Development
• 1 - 100 Employee
• Project Manager

  • Jan 2023 - Present


Fiserv

• Software Development
• 1 - 100 Employee

• Portfolio Manager

  • Mar 2021 - Jan 2023

  Manage pipeline of projects from closed sales to implementation including staff allocation, timeline adherence & billing reconciliation.Created process & procedure documents used to train all implementation project manager staff.Reduced overall project duration from 4 months to 6 weeks.Established working partnership with third party vendors that resulted in improved & consistent billing reconciliation.

• Project Manager

  • Nov 2018 - Mar 2021

  Through data driven analysis, identify process improvement opportunities and lead initiative to implement solutions across multiple business units. Analyze monthly production data to assess staffing needs, forecasts vs. actuals.Coordinate, manage and execute online bill pay services for multiple core clients. This includes building the UI and managing secure customer information.Manage an average of 30 projects at once. Each with approximately 7 to 10 assigned resources, separate timelines and unique implementation elements.

• Account Manager

  • Mar 2015 - Nov 2018

  Client relationship and account manager for online banking & biller clients.Responsible for on-going client relationship and satisfaction including quarterly onsite visits, annual state of the business assessments and recommended new features and services.Escalation point of contact for all service availability.

• Operational Readiness Process Engineer & Project Mgmt

  • Jan 2007 - Mar 2018

  Utilize and equip the division with a common approach to solving business problems. Lead and work in partnership with all impacted functional areas to ensure successful start-up, execution and completion of initiatives. Work on projects that are larger in nature and require creative solutions to eliminate gaps.Completed a two-year full scale re-engineering of two groups of 60+ analysts to improve process efficiency and quality. Project resulted in $250,000 annualized savings.Lead Project Manager to identify, test and resolve technical issues with an automated merchant enrollment process. Hosted bi-weekly calls with resources from Development, Management and Customer Service.

• Business Analyst

  • Mar 2004 - Dec 2006

  Completed full scale process definition and work flow documentation to move a full division from one core support system to a new company supported system.Completed extensive monthly analysis and dashboard summary reporting of payment processing results, sales impacts, quality and production results vs. goals and year to date statistics for executive level review. Lead and assisted a group of 25 analysts through payment processing systems changes in support of mergers and acquisitions of companies and financial institutions

• Customer Service Supervisor

  • Dec 1996 - Mar 2004

  Supervisor of call center support teams. Completed associate development plans for 35 direct reportsCompleted weekly quality assessments for all direct reportsCompleted and administered mid year and annual reviews for all direct reportsLead teams successfully for six years and met all production and quality goals during those years.Earned a 93% employee satisfaction rating from my direct reports.