Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
Generic

CHLOIE HOWLAND

La Vista,NE

Summary

Motivated and detail-oriented Assistant Project Manager with a strong background in project coordination and team collaboration. Adept at assisting in all phases of project management, ensuring timely completion, quality deliverables, and effective communication. Seeking to contribute skills to a dynamic project management team.

Highly organized individual with more than 2 years working as Assistant Project Manager for PayPal. Experienced in Microsoft suite, BigQuery, Slack, and more while remaining committed to providing outstanding client service and support. Valued Assistant Project Manager addresses complex obstacles with experienced insight and anticipation. Demonstrates knowledge of quality management principles through clear communication of task expectations and informed suggestions for process optimizations. Determined advocate of safe and ethical work environment for staff to comfortably accomplish project objectives according to organizational standards.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Assistant Project Manager

PayPal
10.2021 - 08.2023
  • Assistant Project Manager in planning, executing, and closing projects within scope, budget, and schedule
  • Auto-note creation using GenAI built software to pre-build project notes, calculate time savings, met with stakeholders and gathered and researched to build the SCOPE of the project
  • Coordinated with Engineers programming capabilities to complete a comparison of the requirement to the capability of the software being developed
  • Created Statement of Work (SOW) with the research and development for the product and engineer and developers building and testing the product -Created workflows, Gant Charts (timeline) and other diagrams presented to Executive leaders -Once Viability was established created roadmap (life cycle) to create timelines, calculations and demostrations -Coordinated with test groups to ensure viability of the project and product
  • Process Improvement Project—Implemented policy/process changes between departments that saved headcount
  • Collaborated with the department of Risk Investigations and Customer support to identify areas of opportunity for improvement
  • Developed entirely new process for customer support to communicate and track escalations with Risk Investigations
  • Saving the company approximately 12 hours each week, removing barriers from a manual process and created an automated tracking more accurate and efficient data by diminishing human errors
  • Coordinated with 3rd party vendors (Wells Fargo) and legal to create cross-functional company policies with specific and specialized investigations
  • Collaborate with cross-functional teams to define project requirements, objectives, and deliverables
  • Develop and maintain project schedules using tools like Excel Gantt chart, SMART Sheets, Miro, ensuring tasks are assigned and completed on time
  • Used OneNote, excel, SMART Sheets to monitor project progress and task related items and identify potential risks, implementing mitigation strategies to ensure project success
  • Prepare regular status reports and presentations for stakeholders, effectively communicating project updates
  • Manage project documentation, including contracts, change orders, and other relevant paperwork
  • Coordinate meetings, workshops, and team discussions to facilitate communication and decision-making
  • Support the project team in adhering to quality standards and ensuring client satisfaction
  • Special Project lead for disputes and unauthorized claims REG E Compliance—agents were supposed to follow-up on every case at 180 days, the team lead realized standards operating procedures were not being followed, I initialized a request to have SQL Queries to pull data from two sources
  • I merged the reports and was able to create additional training and notices for working agents in order to 1
  • Decrease the number of errors with this project specifically and 2
  • Coach individual groups and agents if major concerns were found
  • Data was pulled later showing the number of incorrect decisions had decreased by about 30%
  • Assisting with inspections during the project and after completion
  • Developed and maintained project documentation for reliable records.
  • Generated weekly and monthly status reports for helpful progress tracking.
  • Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
  • Updated customers and senior leaders on progress and roadblocks.
  • Documented project progress to fulfill project requirements and establish traceability.

Fraud Prevention Senior Agent

Paypal
10.2020 - 10.2021
  • While managing my own time I assist with consults, high level escalations, and am an ultimate problem solver of all who cross my path
  • Collaborating with multiple teammates and departments for escalations, self-development, consults, etc.
  • Supervised team of 16, providing exceptional coaching and mentoring.
  • Implemented process improvements in areas that were underperforming.

Fraud Prevention Agent

PayPal
02.2019 - 10.2020
  • Completed thousands of fraud investigations by analyzing financial activity and taking action on accounts to prevent further fraudulent activity and loss against PayPal while maintaining a high quality customer experience
  • Completed special projects collaborating with other team mates, departments, and leads on a weekly bases
  • Time management, data analysis, organization and communication are just a few skills required to participate and complete the projects I worked on.

Payflow Customer Service Representative

PayPal
10.2018 - 02.2019
  • I help Payflow Gateway customers with concerns like billing, technical issues, general PayPal questions, and more
  • I handled escalations, customer complaints, and consults while working pet tickets, faxes, and emails
  • Collaborating with all departments to provide the most streamline service for not only PayPal Customer but PayPal teammates as well
  • Also assisted customers and agents read and understand financial statements and account activity.
  • Identified, investigated and documented compliance violations and recommended corrective measures.
  • Responded to employee inquiries regarding compliance regulations and procedures.

Technical Support Representative

PSS Teammate
11.2016 - 10.2018
  • I assist customers with a range of issues from, to business support
  • Knowledge of products with PayPal Inc
  • Payflow, PayPal, Express checkout, Advanced, PayPal Here, Marketplaces, and more
  • Collaborate with Telesales and many other departments like vetting and Payflow to ensure that our customers are set up for success
  • Facilitate group sessions
  • Developing new presentations and identifying key issues or problematic subjects for teammates by utilizing Word, Excel, PowerPoint and OneNote
  • Trained to Complete Global Name Changes
  • Still, use these skills when necessary to assist my customers who are having trouble uploading documents are have been waiting an extended amount of time for their cases to be worked.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Maintained productivity and quality standards at all times.
  • Accepted payments and updated accounts with latest information.
  • Responded to customer calls and emails to answer questions about products and services.
  • Created and presented Learning Labs for all of PSS
  • Karen’s Fireside

HR

05.2018 - 06.2018
  • Background Check
  • Complete background check for potential employees to be hired
  • I used tools available to me to check that individual’s history with PayPal before HR will consider them for hire
  • Trained to complete background checks for employee hires in December 2018
  • Mentoring Certification October 2017
  • Developed my coaching skills and learned to identify areas of opportunities by listening to calls or teammates.

Bartender & Server

06.2016 - 07.2017
  • I bartended, helped set up for events, and handled customer contacts for scheduling and assistance for event planning.

Student Worker

Creighton
07.2016 - 11.2016
  • Handled customer concerns and questions on a daily basis by either walk-in or appointment
  • Issues ranging from programming to scheduling questions.

Customer Service Team Member

Target
07.2014 - 07.2016
  • I gained amazing customer service skills from my time spent at Target
  • I answered the store’s phone to direct customers, answer questions, and schedule pickups
  • While maintaining responsibility of the phones I also took care of returns, from processing the payment to putting the items back on the floor or defecting them out.

Subway Sandwich artist

12.2013 - 07.2014
  • While making sandwiches I worked face to face with customers every day
  • Holding conversations and handling their concerns while we had long lines or just while I’m asking what they would like.

Education

High school diploma -

Papillion La Vista, Metropolitan Community College
Papillion, Omaha, NE

Skills

SOFTWARE:

Excel Gant Charts, Word, PowerPoint, OneDrive, Big query (tera data for SQL), Internal corporate tools, Risk Mitigation tools proprietary for PayPal, OneNote

  • Collaboration Tool—OneDrive, Miro (flowchart creation tool), Sharepoint, Teams

Certification

Project Planning | Scheduling | Return On Investment (ROI) Analysis | Risk Assessment and Mitigation| Team Coordination and Leadership | Communication and Stakeholder Engagement| Scope Management |Quality Assurance| Problem Solving | Communication to Stakeholders| Internal Agent Training

Additional Information

  • AWARDS AND ACKNOWLEDGEMENTS , Voted into the “Culture Club” in June of 2018. o Collaboration between many teams within PSS and now SSP to bring a well-rounded culture into the PayPal Environment. MVP award Q2 2018 for PayPal Customer Support. Made the Dean’s list at Metropolitan Community college. Honor roll at Metropolitan Community College from 2017 to 2018

Timeline

Assistant Project Manager

PayPal
10.2021 - 08.2023

Fraud Prevention Senior Agent

Paypal
10.2020 - 10.2021

Fraud Prevention Agent

PayPal
02.2019 - 10.2020

Payflow Customer Service Representative

PayPal
10.2018 - 02.2019

HR

05.2018 - 06.2018

Technical Support Representative

PSS Teammate
11.2016 - 10.2018

Student Worker

Creighton
07.2016 - 11.2016

Bartender & Server

06.2016 - 07.2017

Customer Service Team Member

Target
07.2014 - 07.2016

Subway Sandwich artist

12.2013 - 07.2014

High school diploma -

Papillion La Vista, Metropolitan Community College

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CHLOIE HOWLAND