DARIANA GONZALES

Branded Cards - Project Management

March 2024 - Current

Accomplishments

• Successfully implemented an excel-based Capacity Model to enable effective tracking of 10+ Project Managers workloads, while providing a clear framework for prioritizing resources and optimizing project allocation
• Created 1 weekly newsletter to the Business Delivery Team, and 1 monthly newsletter to Sponsors and Product Owners, including the head of Co-Brands, to provide process updates, procedural reminders, and guidance to helpful documents

Responsibilities

• Manage 4 Projects in partnership with Business, IT, and Operations, to ensure adequate delivery of post-implementation business validation
• Develop and manage project plans, address risks and issues, update senior management on status and key milestones, and support all related activities for ongoing initiatives
• Collaborated on process document guides to assist Sponsors and Product Owners in the Branded Cards business on Project Management governance processes
• Created a deck with team partners to consolidate all project meetings and efforts related to the contract extension with American Airlines, for audit approval

Retail Bank - Branch Network Experience

August 2023 - March 2024

Accomplishments

• Created and presented an excel-based model compiled of open-rates, click-through rates, and employee feedback data to ensure the Branch Network was delivering benefits as promised to all Branch employees
• Assisted with the development, planning, and execution of the 2024 Core Leader's Summit for 75+ colleagues, including the Head of Branch Network, to align on strategic priorities for the upcoming year

Responsibilities

• Managed and distributed the Citibank Weekly Newsletter to 25K+ branch colleagues and Citi employees, including the head of Retail Bank and head of Branch Network
• Facilitated Citibank Weekly council calls including article owners, stakeholders, legal and compliance partners to ensure proper communication before final distribution of Citibank Weekly Newsletter
• Gathered team feedback to enhance a model of organization to ensure the delivery of all projects
• Use feedback to implement team engagement

Accomplishment

• Proposed multiple strategies to the senior leadership team of customer experience aimed at improving the Net Promoter Score, with initiatives designed to enhance Citi's competitive positioning

Responsibilities

• Conducted competitive benchmarking analysis based on 100+ credit card Net Promoter Score data across the industry
• Worked with excel-based models to gather customer feedback across New York Metropolitan area branches
• Presented Citi's credit card NPS data and customer sentiment from retail banking to senior leadership, to evaluate their competitive market position