CJ Jain
Program Manager; Consumer & Partnered Global Payments at Karumba Consulting- Claim this Profile
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English Native or bilingual proficiency
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Hindi Native or bilingual proficiency
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Spanish Professional working proficiency
Topline Score
Bio
Matthew Lavoie
CJ Jain brings unbridled passion and energy to any project. She tenaciously pursues growth for both self and team while delivering excellence. Her enthusiasm is inspirational and contagious. Whether it is developing strategy, tactics, or delivering large scale change, she can be trusted to work autonomously to deliver transformative results. Her technical acumen is only complimented by her high emotional intellect. She is fearless and compassionate with an ability to change hearts and minds. CJ would bring new levels of energy to any organization and is an outstanding ally to drive positive change.
Courtney Salter, PHR
CJ would be a great asset to any team. She approaches all projects and tasks with thoughtfulness, enthusiasm and always through a strategic lens. Her versatile work style allows her to be an excellent individual contributor and thrive in a team dynamic. She's a skilled motivator, resourceful, values accountability, and always operates with integrity.
Matthew Lavoie
CJ Jain brings unbridled passion and energy to any project. She tenaciously pursues growth for both self and team while delivering excellence. Her enthusiasm is inspirational and contagious. Whether it is developing strategy, tactics, or delivering large scale change, she can be trusted to work autonomously to deliver transformative results. Her technical acumen is only complimented by her high emotional intellect. She is fearless and compassionate with an ability to change hearts and minds. CJ would bring new levels of energy to any organization and is an outstanding ally to drive positive change.
Courtney Salter, PHR
CJ would be a great asset to any team. She approaches all projects and tasks with thoughtfulness, enthusiasm and always through a strategic lens. Her versatile work style allows her to be an excellent individual contributor and thrive in a team dynamic. She's a skilled motivator, resourceful, values accountability, and always operates with integrity.
Matthew Lavoie
CJ Jain brings unbridled passion and energy to any project. She tenaciously pursues growth for both self and team while delivering excellence. Her enthusiasm is inspirational and contagious. Whether it is developing strategy, tactics, or delivering large scale change, she can be trusted to work autonomously to deliver transformative results. Her technical acumen is only complimented by her high emotional intellect. She is fearless and compassionate with an ability to change hearts and minds. CJ would bring new levels of energy to any organization and is an outstanding ally to drive positive change.
Courtney Salter, PHR
CJ would be a great asset to any team. She approaches all projects and tasks with thoughtfulness, enthusiasm and always through a strategic lens. Her versatile work style allows her to be an excellent individual contributor and thrive in a team dynamic. She's a skilled motivator, resourceful, values accountability, and always operates with integrity.
Matthew Lavoie
CJ Jain brings unbridled passion and energy to any project. She tenaciously pursues growth for both self and team while delivering excellence. Her enthusiasm is inspirational and contagious. Whether it is developing strategy, tactics, or delivering large scale change, she can be trusted to work autonomously to deliver transformative results. Her technical acumen is only complimented by her high emotional intellect. She is fearless and compassionate with an ability to change hearts and minds. CJ would bring new levels of energy to any organization and is an outstanding ally to drive positive change.
Courtney Salter, PHR
CJ would be a great asset to any team. She approaches all projects and tasks with thoughtfulness, enthusiasm and always through a strategic lens. Her versatile work style allows her to be an excellent individual contributor and thrive in a team dynamic. She's a skilled motivator, resourceful, values accountability, and always operates with integrity.
Credentials
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Certified Scrum Master
Scrum AllianceFeb, 2017- Nov, 2024 -
PMP
Ocean State PMI ChapterNov, 2016- Nov, 2024
Experience
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Karumba Consulting
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United Kingdom
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IT Services and IT Consulting
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1 - 100 Employee
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Program Manager; Consumer & Partnered Global Payments
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Aug 2022 - Apr 2023
Client - Expedia Inc. • Expedia Global Payments [EGP] Seattle , WA EGP Project Mgmt. Workstream Consultant • Project ECO Merger & Acquisition • Focused on Partner Payments TSA Exits & Hand-Off Action Plans, AR/AP/Recon Finance and Oracle Data Migrations for Global Business Travel:Amex/Egencia Carve Out [ECO] EGP Project Mgmt. Delivery Lead • Project SiMPLE Divestiture/Sunset • Confirm and create a completion delivery timeline for contract amendments needed… Show more Client - Expedia Inc. • Expedia Global Payments [EGP] Seattle , WA EGP Project Mgmt. Workstream Consultant • Project ECO Merger & Acquisition • Focused on Partner Payments TSA Exits & Hand-Off Action Plans, AR/AP/Recon Finance and Oracle Data Migrations for Global Business Travel:Amex/Egencia Carve Out [ECO] EGP Project Mgmt. Delivery Lead • Project SiMPLE Divestiture/Sunset • Confirm and create a completion delivery timeline for contract amendments needed for entity restructures in compliance with Tax/Legal guidelines EGP Project Mgmt. Delivery Lead • Project PSD2 + Solution for HCC Enabled Partners • Lead test pilot[s] for Multi Factor Authentication enhancements for POS on-site hotel transactions that leverage existing business ops payments processes EGP Project Mgmt. Delivery Lead • MasterCard/Visa/Chase 8 Digit BIN Transition • Perform discovery, planning, tracking, monitoring & reporting on risk exposures related to dual Country/Issuer payment instructions EGP Project Mgmt. Governance Support • Money Transfer Licensure Exploration • Provide SME knowledge within the global [banking] payments industry/regulatory domains Show less Client - Expedia Inc. • Expedia Global Payments [EGP] Seattle , WA EGP Project Mgmt. Workstream Consultant • Project ECO Merger & Acquisition • Focused on Partner Payments TSA Exits & Hand-Off Action Plans, AR/AP/Recon Finance and Oracle Data Migrations for Global Business Travel:Amex/Egencia Carve Out [ECO] EGP Project Mgmt. Delivery Lead • Project SiMPLE Divestiture/Sunset • Confirm and create a completion delivery timeline for contract amendments needed… Show more Client - Expedia Inc. • Expedia Global Payments [EGP] Seattle , WA EGP Project Mgmt. Workstream Consultant • Project ECO Merger & Acquisition • Focused on Partner Payments TSA Exits & Hand-Off Action Plans, AR/AP/Recon Finance and Oracle Data Migrations for Global Business Travel:Amex/Egencia Carve Out [ECO] EGP Project Mgmt. Delivery Lead • Project SiMPLE Divestiture/Sunset • Confirm and create a completion delivery timeline for contract amendments needed for entity restructures in compliance with Tax/Legal guidelines EGP Project Mgmt. Delivery Lead • Project PSD2 + Solution for HCC Enabled Partners • Lead test pilot[s] for Multi Factor Authentication enhancements for POS on-site hotel transactions that leverage existing business ops payments processes EGP Project Mgmt. Delivery Lead • MasterCard/Visa/Chase 8 Digit BIN Transition • Perform discovery, planning, tracking, monitoring & reporting on risk exposures related to dual Country/Issuer payment instructions EGP Project Mgmt. Governance Support • Money Transfer Licensure Exploration • Provide SME knowledge within the global [banking] payments industry/regulatory domains Show less
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Citizens
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United States
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Banking
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700 & Above Employee
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Data/M&A Senior Analyst; Enterprise Payments, Consumer Banking
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Oct 2021 - Feb 2022
Role Complex OKR Statement: • Use data analytics holistically to drive strategic change, for next level digitization of money movement platforms; enhancing the experience, the flow and accessibility of services, while demonstrating growth in revenue and product offerings for stakeholders/customers/colleagues in kind; along our digital roadmap to excellence. Use Innovation. Role Actions Summarized: Used existing experience and knowledge to: • Re-Brand: Created a rebranding model… Show more Role Complex OKR Statement: • Use data analytics holistically to drive strategic change, for next level digitization of money movement platforms; enhancing the experience, the flow and accessibility of services, while demonstrating growth in revenue and product offerings for stakeholders/customers/colleagues in kind; along our digital roadmap to excellence. Use Innovation. Role Actions Summarized: Used existing experience and knowledge to: • Re-Brand: Created a rebranding model [inclus. testers/access/regions] for hosted Online Banking and Mobile solutions Zelle, Bill Pay, Transfers with a Can Do, Can Plan, Known, Unknown activities detailed plan outline/timeline for Product Owners/Program Lead/Vendor. • Risk/Vendor Mgmt: Completed the Fiserv, Inc Third Party Risk Management (TPRM) review for 2021. Refreshed the vendor governance and oversight structure, curated the internal/external stakeholder list and organized all evidence of adherence to quality and performance monitoring in play. • Business Continuity Planning: Wrote the Enterprise Payments Experience Town Business Continuity Plan. Captured all resiliency components and plan descriptors exceeding the Bank's risk and compliance standards. • Data/MI/Reporting: Documented existing data/reporting/MI landscape intended to hit intake and transition to automated tableau dashboards with future objectives ear marked for fore-caste modeling and trending data for Consumer demographics on spend/product and utilization. • Mergers & Acquisitions: Created a policy review framework with initial data sets required to mitigate risk and support the Investors Bank M&A. Show less Role Complex OKR Statement: • Use data analytics holistically to drive strategic change, for next level digitization of money movement platforms; enhancing the experience, the flow and accessibility of services, while demonstrating growth in revenue and product offerings for stakeholders/customers/colleagues in kind; along our digital roadmap to excellence. Use Innovation. Role Actions Summarized: Used existing experience and knowledge to: • Re-Brand: Created a rebranding model… Show more Role Complex OKR Statement: • Use data analytics holistically to drive strategic change, for next level digitization of money movement platforms; enhancing the experience, the flow and accessibility of services, while demonstrating growth in revenue and product offerings for stakeholders/customers/colleagues in kind; along our digital roadmap to excellence. Use Innovation. Role Actions Summarized: Used existing experience and knowledge to: • Re-Brand: Created a rebranding model [inclus. testers/access/regions] for hosted Online Banking and Mobile solutions Zelle, Bill Pay, Transfers with a Can Do, Can Plan, Known, Unknown activities detailed plan outline/timeline for Product Owners/Program Lead/Vendor. • Risk/Vendor Mgmt: Completed the Fiserv, Inc Third Party Risk Management (TPRM) review for 2021. Refreshed the vendor governance and oversight structure, curated the internal/external stakeholder list and organized all evidence of adherence to quality and performance monitoring in play. • Business Continuity Planning: Wrote the Enterprise Payments Experience Town Business Continuity Plan. Captured all resiliency components and plan descriptors exceeding the Bank's risk and compliance standards. • Data/MI/Reporting: Documented existing data/reporting/MI landscape intended to hit intake and transition to automated tableau dashboards with future objectives ear marked for fore-caste modeling and trending data for Consumer demographics on spend/product and utilization. • Mergers & Acquisitions: Created a policy review framework with initial data sets required to mitigate risk and support the Investors Bank M&A. Show less
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Citizens
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United States
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Banking
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700 & Above Employee
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Change & Delivery Leader; Commercial Banking, Shared Ops, VP
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Apr 2018 - May 2021
• Drove the change mgmt. and delivery of the Modern Operating Model Agile Transformation within 90 days for teams in Commercial Operations by closely connecting people and processes to knowledge/training/tools. • Promoted to Lead for Change and Delivery for Commercial Shared Operations [CSO] in December 2019; post the creation of a single source of truth, with communications, transparency and solving for a central intake of ideation and virtual collaboration across the Commercial Bank… Show more • Drove the change mgmt. and delivery of the Modern Operating Model Agile Transformation within 90 days for teams in Commercial Operations by closely connecting people and processes to knowledge/training/tools. • Promoted to Lead for Change and Delivery for Commercial Shared Operations [CSO] in December 2019; post the creation of a single source of truth, with communications, transparency and solving for a central intake of ideation and virtual collaboration across the Commercial Bank, powered by [Bright Idea] a simple workspace construct: self-directed project communities. • Executed the enhancement of systems and processes across Product, Sales, Implementations and Client Servicing to achieve an integrated Commercial Card E2E business payment experience. • Planned, tracked, measured and reported monthly for executives on 6 active projects being delivered within 25 workstreams, staged across 14 in flight initiatives in 5 business units. • Achieved 92% program on track completion within 9 months by successfully tracking issues and resolutions, risks and mitigations while optimally using Jira/Confluence/Mural/Teams/Slack and Kanban techniques/tools. • Identified objectives and key results required to create net new metrics to quantify progress and measure customer touch points with a high degree of confidence. Show less • Drove the change mgmt. and delivery of the Modern Operating Model Agile Transformation within 90 days for teams in Commercial Operations by closely connecting people and processes to knowledge/training/tools. • Promoted to Lead for Change and Delivery for Commercial Shared Operations [CSO] in December 2019; post the creation of a single source of truth, with communications, transparency and solving for a central intake of ideation and virtual collaboration across the Commercial Bank… Show more • Drove the change mgmt. and delivery of the Modern Operating Model Agile Transformation within 90 days for teams in Commercial Operations by closely connecting people and processes to knowledge/training/tools. • Promoted to Lead for Change and Delivery for Commercial Shared Operations [CSO] in December 2019; post the creation of a single source of truth, with communications, transparency and solving for a central intake of ideation and virtual collaboration across the Commercial Bank, powered by [Bright Idea] a simple workspace construct: self-directed project communities. • Executed the enhancement of systems and processes across Product, Sales, Implementations and Client Servicing to achieve an integrated Commercial Card E2E business payment experience. • Planned, tracked, measured and reported monthly for executives on 6 active projects being delivered within 25 workstreams, staged across 14 in flight initiatives in 5 business units. • Achieved 92% program on track completion within 9 months by successfully tracking issues and resolutions, risks and mitigations while optimally using Jira/Confluence/Mural/Teams/Slack and Kanban techniques/tools. • Identified objectives and key results required to create net new metrics to quantify progress and measure customer touch points with a high degree of confidence. Show less
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State of Rhode Island
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United States
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Government Administration
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700 & Above Employee
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iT Program Manager; Secretary of State RI, Deputy Director of IT
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Apr 2017 - Apr 2018
• Promoted within 6 months to a Leadership Role and held responsible for directly managing a team of 5 individuals comprised of Junior and Senior Development Resources and DB architects. • Utilized Agile and Waterfall Principles to build a project management office within the SOS to improve requirements gathering, development efforts, user acceptance testing and overall project execution. • Lead on a strategy for (CICD) continuous deployment via an AWS cloud environment to… Show more • Promoted within 6 months to a Leadership Role and held responsible for directly managing a team of 5 individuals comprised of Junior and Senior Development Resources and DB architects. • Utilized Agile and Waterfall Principles to build a project management office within the SOS to improve requirements gathering, development efforts, user acceptance testing and overall project execution. • Lead on a strategy for (CICD) continuous deployment via an AWS cloud environment to optimize server and database migrations, as well as, digital media, mobility and public facing initiatives. Show less • Promoted within 6 months to a Leadership Role and held responsible for directly managing a team of 5 individuals comprised of Junior and Senior Development Resources and DB architects. • Utilized Agile and Waterfall Principles to build a project management office within the SOS to improve requirements gathering, development efforts, user acceptance testing and overall project execution. • Lead on a strategy for (CICD) continuous deployment via an AWS cloud environment to… Show more • Promoted within 6 months to a Leadership Role and held responsible for directly managing a team of 5 individuals comprised of Junior and Senior Development Resources and DB architects. • Utilized Agile and Waterfall Principles to build a project management office within the SOS to improve requirements gathering, development efforts, user acceptance testing and overall project execution. • Lead on a strategy for (CICD) continuous deployment via an AWS cloud environment to optimize server and database migrations, as well as, digital media, mobility and public facing initiatives. Show less
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State Street
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United States
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Financial Services
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700 & Above Employee
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Program Manager; Legal, Corporate Regulatory, Advisory, Securities Investment Banking, AVP
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Aug 2016 - Apr 2017
• Executed a plan to migrate legal admin functions offshore utilizing virtual desktop infrastructure as part of a digitization effort to reach savings of $2MM by Q4 2018. • Drove a process improvement initiative for Legal Operations timekeeper review and approvals to effectively monitor and control $70 MM in outside counsel expenditures. • Mitigated corporate and legal risk by leading the integration of products hosted via Amazon Web Services for more than 200 global… Show more • Executed a plan to migrate legal admin functions offshore utilizing virtual desktop infrastructure as part of a digitization effort to reach savings of $2MM by Q4 2018. • Drove a process improvement initiative for Legal Operations timekeeper review and approvals to effectively monitor and control $70 MM in outside counsel expenditures. • Mitigated corporate and legal risk by leading the integration of products hosted via Amazon Web Services for more than 200 global litigation hold activities. • Directed the on-boarding and contract negotiations for a Political Action Committee payroll deduction vendor to increase donations from $160K to $300k. Show less • Executed a plan to migrate legal admin functions offshore utilizing virtual desktop infrastructure as part of a digitization effort to reach savings of $2MM by Q4 2018. • Drove a process improvement initiative for Legal Operations timekeeper review and approvals to effectively monitor and control $70 MM in outside counsel expenditures. • Mitigated corporate and legal risk by leading the integration of products hosted via Amazon Web Services for more than 200 global… Show more • Executed a plan to migrate legal admin functions offshore utilizing virtual desktop infrastructure as part of a digitization effort to reach savings of $2MM by Q4 2018. • Drove a process improvement initiative for Legal Operations timekeeper review and approvals to effectively monitor and control $70 MM in outside counsel expenditures. • Mitigated corporate and legal risk by leading the integration of products hosted via Amazon Web Services for more than 200 global litigation hold activities. • Directed the on-boarding and contract negotiations for a Political Action Committee payroll deduction vendor to increase donations from $160K to $300k. Show less
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Citizens
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United States
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Banking
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700 & Above Employee
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Business Performance Manager II; Commercial Banking, VP
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Oct 2011 - Aug 2016
• Used Six Sigma and Lean methodologies to lead an operational transformation, which delivered $1.2MM in cost savings through workforce optimization and by implementing systemic process improvements for IPO readiness. • Promoted to a Project Manager role to oversee the RBS Citizens Bank legal separation and re-branding activities by maintaining project plans, scope, schedule, resources, a $10MM budget while delivering monthly management reporting. • Successfully defined… Show more • Used Six Sigma and Lean methodologies to lead an operational transformation, which delivered $1.2MM in cost savings through workforce optimization and by implementing systemic process improvements for IPO readiness. • Promoted to a Project Manager role to oversee the RBS Citizens Bank legal separation and re-branding activities by maintaining project plans, scope, schedule, resources, a $10MM budget while delivering monthly management reporting. • Successfully defined tasks, gathered requirements and remediated defects and risks while working to implement Virtual Computing Desktop Services for over 500 colleagues. • Promoted to a management role in April 2013, to lead business continuity, disaster recovery, system governance activities supporting 500+ colleagues and 90+ payment systems. • Standardized and refined executive reporting and management information to include tangible and correlated data related to the customer experience, risk exposures, financial and service level impacts. Show less • Used Six Sigma and Lean methodologies to lead an operational transformation, which delivered $1.2MM in cost savings through workforce optimization and by implementing systemic process improvements for IPO readiness. • Promoted to a Project Manager role to oversee the RBS Citizens Bank legal separation and re-branding activities by maintaining project plans, scope, schedule, resources, a $10MM budget while delivering monthly management reporting. • Successfully defined… Show more • Used Six Sigma and Lean methodologies to lead an operational transformation, which delivered $1.2MM in cost savings through workforce optimization and by implementing systemic process improvements for IPO readiness. • Promoted to a Project Manager role to oversee the RBS Citizens Bank legal separation and re-branding activities by maintaining project plans, scope, schedule, resources, a $10MM budget while delivering monthly management reporting. • Successfully defined tasks, gathered requirements and remediated defects and risks while working to implement Virtual Computing Desktop Services for over 500 colleagues. • Promoted to a management role in April 2013, to lead business continuity, disaster recovery, system governance activities supporting 500+ colleagues and 90+ payment systems. • Standardized and refined executive reporting and management information to include tangible and correlated data related to the customer experience, risk exposures, financial and service level impacts. Show less
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DRDO, Ministry of Defence, Govt. of India
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Government Administration
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700 & Above Employee
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Project Manager; RFP Team Lead
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Sep 2010 - Sep 2011
• Submitted the final business case approvals to fulfill government RFP ranging for $500,000-$1million on CBRNT trauma care solutions for defense, civil services and department of public transport. • Assisted in the drafting of agent contracts & licenses with global third-party vendors for multiple new products curated for the national military and the central reserve police force of India. • Managed a $25,000-$50,000 monthly budget for production, logistics and personnel for… Show more • Submitted the final business case approvals to fulfill government RFP ranging for $500,000-$1million on CBRNT trauma care solutions for defense, civil services and department of public transport. • Assisted in the drafting of agent contracts & licenses with global third-party vendors for multiple new products curated for the national military and the central reserve police force of India. • Managed a $25,000-$50,000 monthly budget for production, logistics and personnel for product delivery. • Strong multi-lingual skills resulted in effectively working with global project team across functions in sales, marketing, distribution and training to achieve aggressive timelines Show less • Submitted the final business case approvals to fulfill government RFP ranging for $500,000-$1million on CBRNT trauma care solutions for defense, civil services and department of public transport. • Assisted in the drafting of agent contracts & licenses with global third-party vendors for multiple new products curated for the national military and the central reserve police force of India. • Managed a $25,000-$50,000 monthly budget for production, logistics and personnel for… Show more • Submitted the final business case approvals to fulfill government RFP ranging for $500,000-$1million on CBRNT trauma care solutions for defense, civil services and department of public transport. • Assisted in the drafting of agent contracts & licenses with global third-party vendors for multiple new products curated for the national military and the central reserve police force of India. • Managed a $25,000-$50,000 monthly budget for production, logistics and personnel for product delivery. • Strong multi-lingual skills resulted in effectively working with global project team across functions in sales, marketing, distribution and training to achieve aggressive timelines Show less
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Raytheon
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United States
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Defense and Space Manufacturing
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700 & Above Employee
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Market Research Analyst; Domestic & International Agreements, M&A Defense ART Lead
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Jan 2010 - Sep 2010
• Coordinated the implementation of a new $250,000 Global Insights e-risk management interactive tool built to provide real time statistics on emerging risks in international markets utilizing Six Sigma methodologies. • Led the ITAR part 129 interim rule change transition for compliance and registration of global agents and consultants in 80+ countries. • Increased registration from 17% to 54% with the U.S. Directorate of Defense Trade Controls (DDTC) within 6 months… Show more • Coordinated the implementation of a new $250,000 Global Insights e-risk management interactive tool built to provide real time statistics on emerging risks in international markets utilizing Six Sigma methodologies. • Led the ITAR part 129 interim rule change transition for compliance and registration of global agents and consultants in 80+ countries. • Increased registration from 17% to 54% with the U.S. Directorate of Defense Trade Controls (DDTC) within 6 months. • Collaborated with legal and compliance partners to successfully manage international agreement lifecycle activities. • Supported new international business transactions, mergers and acquisitions vetted for foreign military sales in more than 80+ countries. Show less • Coordinated the implementation of a new $250,000 Global Insights e-risk management interactive tool built to provide real time statistics on emerging risks in international markets utilizing Six Sigma methodologies. • Led the ITAR part 129 interim rule change transition for compliance and registration of global agents and consultants in 80+ countries. • Increased registration from 17% to 54% with the U.S. Directorate of Defense Trade Controls (DDTC) within 6 months… Show more • Coordinated the implementation of a new $250,000 Global Insights e-risk management interactive tool built to provide real time statistics on emerging risks in international markets utilizing Six Sigma methodologies. • Led the ITAR part 129 interim rule change transition for compliance and registration of global agents and consultants in 80+ countries. • Increased registration from 17% to 54% with the U.S. Directorate of Defense Trade Controls (DDTC) within 6 months. • Collaborated with legal and compliance partners to successfully manage international agreement lifecycle activities. • Supported new international business transactions, mergers and acquisitions vetted for foreign military sales in more than 80+ countries. Show less
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The Hanover Insurance Group
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Insurance
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700 & Above Employee
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Customer Service Ops Consultant; Quality Test Manager
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Dec 2007 - Feb 2009
• Spearheaded the development and implementation of a robust customer care and quality control program with specific metrics, data analysis and testing criteria. • Efforts led to a 93% service level and 91% customer retention within 180 days across the first contact team, claims, underwriting and sales. • Developed strategic processes and service improvement initiatives for 145+ associates in 3 site locations. • Created quarterly communications; brochures, bulletins… Show more • Spearheaded the development and implementation of a robust customer care and quality control program with specific metrics, data analysis and testing criteria. • Efforts led to a 93% service level and 91% customer retention within 180 days across the first contact team, claims, underwriting and sales. • Developed strategic processes and service improvement initiatives for 145+ associates in 3 site locations. • Created quarterly communications; brochures, bulletins, online resources, training and one-to-one coaching programs. • Better equipped service agents with knowledge and tools resulting in a 3%-5% monthly increase in service levels in 2008 Show less • Spearheaded the development and implementation of a robust customer care and quality control program with specific metrics, data analysis and testing criteria. • Efforts led to a 93% service level and 91% customer retention within 180 days across the first contact team, claims, underwriting and sales. • Developed strategic processes and service improvement initiatives for 145+ associates in 3 site locations. • Created quarterly communications; brochures, bulletins… Show more • Spearheaded the development and implementation of a robust customer care and quality control program with specific metrics, data analysis and testing criteria. • Efforts led to a 93% service level and 91% customer retention within 180 days across the first contact team, claims, underwriting and sales. • Developed strategic processes and service improvement initiatives for 145+ associates in 3 site locations. • Created quarterly communications; brochures, bulletins, online resources, training and one-to-one coaching programs. • Better equipped service agents with knowledge and tools resulting in a 3%-5% monthly increase in service levels in 2008 Show less
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Bank of America
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United States
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Banking
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700 & Above Employee
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Deposits Customer Contact Service Manager; Consumer Banking
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Jun 2006 - Nov 2007
• Managed 15-25 associates, conducted quarterly performance reviews, mentored and motivated agents to exceed goals and objectives. • Ranked 9th out of 67 teams with a 93% leader success rate and 91% in first contact resolution. • Promoted 5 associates with a personal attrition rate below 3% for the year. • Interviewed, hired and on-boarded 155-175 new associates for a new site location ramped up to staff 1200 onsite employees. • Managed 15-25 associates, conducted quarterly performance reviews, mentored and motivated agents to exceed goals and objectives. • Ranked 9th out of 67 teams with a 93% leader success rate and 91% in first contact resolution. • Promoted 5 associates with a personal attrition rate below 3% for the year. • Interviewed, hired and on-boarded 155-175 new associates for a new site location ramped up to staff 1200 onsite employees.
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Education
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2008 - 2010
Johnson & Wales University
Master of Business Administration - MBA, Global Business Leadership; International Trade -
2001 - 2005
Johnson & Wales University
Bachelor of Business Administration - BBA, International Business; Spanish and Psychology -
2000 - 2001
Ithaca College
Park Scholar, International Business/Trade/e-Commerce
Community
