Jessica Cataldo
Huntersville,NC
Summary
Dynamic and team-oriented Senior Delivery Lead professional with experience with over 15 years of in leading delivery teams and driving complex project success. Professional with strong background in leading and optimizing delivery teams, ensuring timely and efficient project execution. Adept at fostering team collaboration and aligning efforts with organizational goals, adaptable to evolving situations and needs. Known for reliability, problem-solving abilities, and effective leadership in dynamic environments. Proven track record of enhancing team collaboration and achieving significant results. Highly reliable and adaptable, skilled in project management and strategic planning.
Overview
17
17
years of professional experience
Work History
Senior Delivery Lead
Bank of America
07.2024 - Current
- Created process to investigate, analyze and influence process improvement initiatives aimed at enhancing overall efficiency and experience in the organization.
- Managed organization of 45 staff members relationships both internally as well as externally for consultative purposes.
- Consistent analyzing of inefficiencies and improvements via process', tooling, people etc.
- Worked proactively with staff and supporting clientele to understand customer needs and appropriate next steps of prioritization.
- Achieved timely deliveries with careful monitoring of team performance and accurate scheduling adjustments.
- Stood up documentation framework and retention sites for all training and procedural documents required.
- Act as a singular point of contact for tooling subject manner experts and training guidance for enhancements.
- Design and distribution of accurate financial and headcount data.
- Lead organization engagement and career pathways efforts.
- Increased employee retention rates by fostering professional growth opportunities through training programs and skill development workshops.
- Improved delivery efficiency by streamlining processes and implementing effective route planning strategies.
- Enhanced team productivity by providing consistent coaching, feedback, and guidance to delivery staff.
Business Support Manager II
Bank Of America
07.2021 - 07.2024
- Created, managed and executed workforce governance routines across GBT for 45 associates as well as facilitated training and onboarding of new platform as well as aligned Business Support Managers for Global Technology Division.
- Quickly outpaced peers to establish forecasting processes and workforce governance which produced lowest headcount and financial variances across GBT teams.
- Liaised with key stakeholders in talent acquisition and finance to resolve workforce conflicts and complex deliverables in need of escalation.
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
- Reduced or eliminated financial discrepancies by improving documentation and reporting accuracy for budget and operational controls.
- Created measurable activities around headcount and workforce procedures to make a strong impact within organization that are currently being implemented across the enterprise.
- Cultivated process for Team and peer development, as well as strengthening intra office relationships with Senior Leadership Teams.
Global Project Manager
Bank Of America
09.2019 - 07.2021
- Identified plans and resources required to meet project goals and objectives by setting realistic timelines and checkpoints.
- Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements and customer demand for large Fortune 500 companies
- Worked with clients to improve and maximize benefits of card program in highly impactful and complex situations.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Communicated with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Partnered with management on development of employee engagement activities to drive "a great place to work" environment.
- Joined global projects and workstreams to expand skillsets beyond the scope of my current role.
- Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
Relationship Manager
Bank Of America
05.2017 - 09.2019
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service 3 years in a row.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Generated new business and referral clients in partnership with financial advisors and the branch team.
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Maintained strict adherence to regulatory and compliance procedures.
- Excelled in complex problem resolution to achieve clients' needs.
Regional Manager- Talent Acquisition
Comfort Keepers
09.2016 - 05.2017
- Led the creation of recruiting plans for all open positions.
- Recruited top care giver talent, aligning career goals with clients' hiring needs.
- Posted positions through approved recruitment channels.
- Created an in-depth training manual for all employees.
- Completed on-boarding and monitored care giver development and employee relations tasks.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Trained new hires to perform cross-training exercises with experienced workers.
- Updated key human resource metrics, including turnover and terminations, using reporting tools on the HRMS database.
Store Manager
White House Black Market
02.2016 - 09.2016
- Cooperated with staff and clients to achieve customer service goals and surpass team objectives.
- Assigned work to team members based on company needs, personal strengths and job knowledge.
- Handled new hire training for various jobs and kept employees up-to-date through frequent meetings.
- Oversaw daily operations of business start-up, including staffing and training, operations compliance, inventory control and financial functions.
- Coached sales associates on product knowledge by utilizing company specific training tools.
- Managed, hired and developed top talent to strengthen workflow and productivity.
Store Manager/ District Customer Experience Leader
Express
10.2013 - 02.2016
- Managed all aspects of store operations, organization, maintenance and purchasing functions.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Designed improvement plans.
- Mentored new sales associates to contribute to the store’s positive culture.
- Conducted various district meetings revolving around training and execution of proper customer experience behaviors.
- Well- known district leader of top talent often promoting for numerous roles out of self managed location.
- Responsible for daily sales data analysis and proper improvement planning both on sales and associate productivity levels.
- Awarded with top 5% "Customer Experience Award".
- Consistently driving top line sales results of stores with annual volume of 2 million.
Associate Manager
Coach
11.2007 - 10.2013
- Oversaw the training and onboarding process for all newly hired employees within the visual merchandising.
- Supported a department of 20 employees, answering questions and providing mentoring.
- Set performance expectations and provided honest feedback.
- Ensured compliance with relevant regulatory employment rules and standards.
- Maintained an atmosphere of enthusiastic customer service.
- Conducted weekly sales meetings with team members to establish merchandising, sales and profit objectives.
- Motivated and disciplined employees according to established requirements.
- Developed sales and profit margin plans, maintained margins and determined turnover objectives.
- Established and maintained a positive work environment.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH2011
Skills
- Management/Leadership
- Talent management
- Teamwork and Collaboration
- Coaching, Mentoring and Consultative
- Operational Excellence Expert
- Advanced problem solving & issue resolution
- Documentation & recordkeeping
- Organizational skills
- Workforce improvements
- Excellent oral and written communication
- Project Management
- Process Efficiencies Analysis & Design
Timeline
Senior Delivery Lead
Bank of America
07.2024 - Current
Business Support Manager II
Bank Of America
07.2021 - 07.2024
Global Project Manager
Bank Of America
09.2019 - 07.2021
Relationship Manager
Bank Of America
05.2017 - 09.2019
Regional Manager- Talent Acquisition
Comfort Keepers
09.2016 - 05.2017
Store Manager
White House Black Market
02.2016 - 09.2016
Store Manager/ District Customer Experience Leader
Express
10.2013 - 02.2016
Associate Manager
Coach
11.2007 - 10.2013
Bachelor of Science - Business Administration
Southern New Hampshire University
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