Strategy Planning & Project Management Specialist

• Support enterprise-wide strategic initiatives to analyze, develop, and deliver solutions on behalf of Office of the Customer. Define business problems, isolate issues, and use data-driven decisions to identify initiatives.
• Partner with lines of business with customer impacting issues. Connecting root cause analysis from complaint data to identify and create solutions for customer experience opportunities.
• Mentor junior colleagues on project management and strategy support standards and best practices.

•Developed solutions to optimize process efficiency, reduce processing time, and mitigate risks. Consulted with lines of business to evaluate the organization's operations and technology processes.
• Conducted thorough business diagnostics to identify, quantify, and prioritize projects. Responsible for overseeing implementation deliverables and analysis ensuring the expected quality and value of that change.

•Consulted on strategic work for all lines of business within the Customer Care Center. Accountable for driving product launches, changes in employee process, and other projects/initiatives that have direct impact to customers.
• Led multiple technical projects, created and reviewed processes/procedures, and performed ad hoc data analysis.

• Oversaw operations workflow and acted as escalation point for Credit Card Underwriting department.
• Responsible for performance and development of 9 analysts. Included coaching, reviewing transactions, and monitoring phone calls to ensure accuracy, high quality, and compliance.