Danielle Jackson
Bridgewater,NJ
Summary
Dynamic project leader with a proven track record at Fiserv, enhancing project delivery through strategic planning and interpersonal communication. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating. Achieved significant client satisfaction and productivity standards, demonstrating exceptional negotiation and client relationship management skills. Looking to utilize my experience and skills in a leadership capacity to grow and develop talent.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Project Management
Fiserv
09.2023 - Current
- Plans and coordinates all aspects of projects from initiation through delivery.
- Develops, defines and executes project plans, project scope, activities, schedules, budgets and deliverables.
- Identifies needed resources for projects, defines and assigns major project roles.
- Creates and manages the project plan and holds the team and project resources accountable to variances in budget and hours.
- Maintained schedules to meet key milestones at every project phase.
- Work with all aspects Nautilus and Prologue product from upgrades, migration, implementations and more.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Provided outstanding service to clients through effective communication and prompt issue resolution to facilitate future business opportunities.
Eligibility Manager
Insight Global-Contract
11.2022 - 03.2023
- Performed eligibility assistance, case management, referrals or related function for the State of Kansas P-EBT Program.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Assisted individuals and families by collecting required and accurate personal and demographic information to determine eligibility for P-EBT benefits.
- Approved weekly payroll for employees.
- Conducted daily meetings with team to stay align with program goals or to provide any new feedback and to boost team morale.
- Provide daily assistance via Teams with questions agents have about program while on a call.
- Handled escalated calls.
Call Center Operations Manager
Global Pharma Tek-Contract
06.2022 - 11.2022
- Oversaw performance of inbound call center agents with Wells Fargo Remediation program.
- Developed quality employees within call center to take over leadership positions.
- Maintained call center equipment in good working order to maximize productivity.
- Determined quality assurance benchmarks and set standards for improvement.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Trained and mentored up to 90 new personnel hired to fulfill various roles.
Call Center Manager
Robert Half Staffing Agency-Contract
02.2021 - 06.2022
- Performed eligibility assistance, case management, referrals or related function for the State of Indiana Rental Assistance Program.
- Established and oversaw performance targets for call center associates.
- Provided all the soft skills training to new and existing employees.
- Established relationships and touch points with employees weekly to promote retention.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas of improvement.
- Conducted daily meetings with team to stay align with program goals or to provide any new feedback and to boost team morale.
Credit Union Manager
UW Credit Union
03.2020 - 11.2020
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
- Examined customer loan applications for loan approvals and denials.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
- Assessed employee performance and developed improvement plans.
- Worked with project team to implement new Teller Platform.
Branch Manager/Vice President
BMO Harris Bank NA
04.2016 - 11.2019
- Led and spearheaded implementation of the first Smart Branch in WI.
- Trained and developed staff on new technologies including Smart ATM, instant debit card machine,remote capture scanners and debit card authentication devices.
- Lead BAW (Bank at Work) to acquire new business in communities and workplaces.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Consulted customers to boost product sales and services.
- Completed daily, weekly and monthly branch audits.
- Coached, mentor & train staff on branch operations and conducted daily huddles and weekly one on ones to ensure accuracy.
Call Center Sales Manager
BMO Harris Bank NA
01.2013 - 04.2016
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Recruited, hired and trained new employees on system and processes.
- Identified opportunities and cultivated new business through over 200 referrals per week.
- Lead team through system conversions and new hardware conversion.
- Handles escalated complaints.
- Organized company events to boost call center morale.
Education
Bachelor of Arts - Project Management
University of Arizona
Tucson, AZ11.2025
No Degree - Business Management
Cardinal Stritch University
Milwaukee, WI06.2020
Certificate of Human Resource Management - Human Resources Management
Cardinal Stritch University
Milwaukee, WI02.2019
Skills
- Employee engagement
- Productivity Standards
- Performance improvements
- Business administration
- Payroll and budgeting
- Staff Management
- Interpersonal Communication
- Strategic planning
- Project Management
- Negotiation
- Sales and marketing
- Self-Motivated/Team Building
- Interviewing and prescreening
- Training and mentoring
- Leadership Engagement
- Client Relationship Management
Certification
NMLS
Certified Notary Public (WI)
Credit & Disability Insurance License (WI)
Timeline
Senior Project Management
Fiserv
09.2023 - Current
Eligibility Manager
Insight Global-Contract
11.2022 - 03.2023
Call Center Operations Manager
Global Pharma Tek-Contract
06.2022 - 11.2022
Call Center Manager
Robert Half Staffing Agency-Contract
02.2021 - 06.2022
Credit Union Manager
UW Credit Union
03.2020 - 11.2020
Branch Manager/Vice President
BMO Harris Bank NA
04.2016 - 11.2019
Call Center Sales Manager
BMO Harris Bank NA
01.2013 - 04.2016
Bachelor of Arts - Project Management
University of Arizona
No Degree - Business Management
Cardinal Stritch University
Certificate of Human Resource Management - Human Resources Management
Cardinal Stritch University
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