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| Year of birth |  | 1980 |
Current Location/Address |
| City or Town | | Cookeville |
| State | | Tennessee |
| Country | | USA |
Permanent/Home Location/Address |
| Country | | USA |
Languages |
| Primary Language | | Fluency |
| English | | Read, write and speak fluently |
Nationalities |
| Nationality By Birth | | USA |
| | |
Experience Classification |
| Job Function | | Years Experience |
| Banker | | 5 |
| Customer Service | | 10 |
| Manager | | 4 |
| Operations Manager | | 1 |
| Industry | | Years Experience |
| Banking Finance and Insurance | | 5 |
Qualifications |
| Highest Qualifications | | Degree |
| Qualification | Subject | Establishment/Country | Year |
| Degree | BS, Management Information Systems | Tennessee Technological University/USA | 2003 |
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Computer Skills and Software Used |
Primavera P6 Basic Certification
Primavera P6 Advanced Certification
Microsoft Office Tools including Access |
Work Locations |
| Are you willing to move or relocate? | |
Yes - I will travel domestically
Yes - I will relocate domestically | |
Availability |
| Start Immediately? | | Available Now |
Ideal Next Job |
| I am currently pursuing professional development opportunities as a project scheduler. I am available to begin immediately and open to travel/relocation. I am seeking employment with leading companies that align well with my career direction and could potentially benefit from my project experience and Primavera training. |
Required Salary & Conditions |
$31-$36 per hour
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Employment History |
| Total Years of Work Experience: | | 6 |
| Commenced Full Time Work: | | 2003 |
| Name | | SunTrust Banks, Inc. |
| Job Title: | | Operations/Customer Service Department Manager |
| Duration | | From : 2003 To: 2008 |
Summary |
Energetic, detail and task-oriented professional, who achieves measurable results such as minimizing expense and scope through project plan optimization. Decisive, problem-solver with solid understanding of scheduling practices and ability to analyze project and implement controls to maximize schedule performance. Utilize leadership, personal expertise and knowledge to identify solutions. Recruited as Business Process expert for preparation phase of first SunTrust Online (STOLI) offshore initiative and led Email Online Banking Department through business development, downsizing and transition into steady state. Possess proficient knowledge of Microsoft Office tools.
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Work Experience |
SUNTRUST BANKS, INC., Cookeville, TN 2003 – 2008
Email Department Manager, Assistant Vice President,
India (Infosys) Offshore Initiative 2007 – 2008
· Managed 150 onshore employees through transition phase of offshore project, while exceeding performance requirements.
· Provided leadership and training to newly established offshore team for smooth transition to established processes.
· Downsized onshore department from 70 to 10 successful FTE, placed 48 people and only issued 12 severance packages.
· Facilitated daily/weekly meetings with Infosys to gather, review and analyze data needed to plan, develop and update schedules, reported on project status, cost performance and schedule performance.
· Mitigated cultural differences and established expectations through effective communication and teamwork to secure sustainable results.
· Defined objectives, monitored progress and drove team to exceed client experience objectives within first month of transition.
· Monitored Infosys performance within early stages of transition by facilitating daily operation calls to identify opportunities for improvement and provide developmental growth.
· Spearheaded business component of successful email application (eGain) technology implementation.
· Created new business opportunities through email cross-sell initiative.
· Maintained vendor relationship, timeline and service levels.
· Reviewed and approved invoices for STOLI email operations in Jaipur, India.
· Demonstrated ability to accurately utilize instincts and experience to forecast volumes, manage service levels and schedule/plan accordingly.
· Improved efficiency and increased productivity onshore by implementing a TDD message and updating the Contact Us web page to more effectively manage calls.
· Managed $1.4M annual budget for 2007 plan and came in under plan by $300,000.
Email Team Manager 1 & 2 / Officer,
India (Infosys) Offshore Initiative 2005 – 2007
· Played instrumental role in preliminary meetings as STOLI email business expert.
· Documented STOLI business requirements for offshore partners.
· Launched and established 80% of STOLI email operations to Jaipur, India.
· Traveled to Jaipur, India to lead business development and parallel run.
· Supervised 28 direct reports, hired and trained 45 temps onshore, and exceeded performance requirements in absence of coach in conjunction with offshore project obligations.
· Achieved Top Team Manager status twice within 2006.
Email Representative 2003 – 2005
Responsible for responding to secure and unsecure emails initiated by SunTrust Business, Commercial and Personal clients and prospects concerning Customer Care and Online Banking inquiries.
· Interim Coach in absence of supervisor, 2004.
· Customer Service Survey Project Team Member, 2004.
· MVP status within 2004.
· Managed Keynomics Project, 2004.
· United Way Representative, 2003.
· Activities Committee Member, 2004.
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