Katrina Tidwell

Channels Trigger Based Risk Review Program (TBRR)

• Planned, designed, managed and executed project milestones, strategy and intent for a framework to reduce risk across everyday triggers
• Influenced prioritization to fix Empath account closure workflow resulting in a 70% reduction of associate errors and downstream cost savings
• Identified risk in the US Card Wire transfer process and developed recommendation to reduce risk by 30%, establish key controls and streamline process

Manage the Channels Servicing Environment L2 Process

• Developed and executed project plan to build first horizontal L2 for US Card Channel Operations
• Established strong relationships with stakeholders and project team, resulting in completion of the project 3 weeks early
• Led cross-functional stakeholder team to evaluated and implemented new technologies or process enhancements for continuous improvement opportunities that mitigate risk and internal and external customer satisfaction

Business Readiness lead for Project Horizon, a implementation of a new Customer Information System (CIS) from MS DOS system to SAP software

• Developed the plan and execution strategy including but not limited to: training development, training logistics, external customer communication, stakeholder communication, resource management and vendor management
• Planned and executed post implementation 6 month hypercare support model to support 1500+ employees after Go-Live that included real-time issue resolution and tracking, escalation requirements and path and mechanism to communicate resolutions
• Successfully completed over 100+ Business Readiness activities over a 13 month period on schedule
• Led a team of 25 resources in created, coordinated and delivered targeted virtual training for 1500+ employees across 3 states and 52 business areas
• Collaborated on change management communication plan to drive business preparedness

Delivered results on several large scale initiatives with internal and external customer impacts; including US Card Cyber Breach remediation, CCPA rollout and COVID-19 crisis response

• Identified an error resulting in a 40% reduction of Cyber Breach fall out population which minimized risk exposure and financial losses
• Stepped in as project manager for US Card CCPA rollout during implementation phase, developed action plan to get project back on track meeting deadline
• Enhanced operational performance for COVID-19 response by developing automated solutions to streamline fulfillment, error detection and remediation

US Card Sales Practice Complaints process product owner

• Managed cross-functional teams to satisfy MRA 4, 5, 7, 8, 10 for the OCC Sales Practice Exam
• Drove 98% completion rate for 22k US Card associates to satisfy MRA 8 training completion tracking