Kimberly Johnson

• Managed external account linking domain (i.e. bank account and debit card linking)
• Collaborated with architecture, engineering, and stakeholders to create roadmap
• Socialized roadmap and team objectives with company
• Defined success metrics for domain
• Managed multiple vendor relationships
• Prioritized work for scrum team
• Participated in user acceptance testing
• Performed gap analysis on current domain state to identify opportunities for optimization
• Liaison for our B2B Employee Benefits offering

• Led multiple workstreams across initiatives while maintaining scope and schedule
• Partnered with vendors to define scope for SOW
• Developed and maintained project timelines
• Managed project forecast and financials within +/- 10% of budget
• Collaborated with stakeholders to quickly resolve issues and risks
• Managed implementation of new features by outlining plans and specifications such as how, where, and when each component would work.
• Analyzed customer feedback to identify areas for improvement.
• Monitored project performance to identify areas of improvement and make adjustments.
• Facilitated workshops to collect project requirements and user feedback.

• Collaborated with stakeholders from concept through final delivery of platform enhancements.
• Interacted with customers and clients to identify business needs and requirements.
• Collaborated with engineering team on web application development.
• Managed implementation of new features by creating functional requirement documents, epics/user stories, and creating timelines for each component.
• Participate in all Agile Ceremonies.
• Planned, created, tested, and deployed system life cycle methodology to produce a financial planning platform that increased Certified Financial Planner efficiency and created a new Client Experience.
• Created and delivered training and content for new feature releases.
• Managed quality assurance initiatives, including user acceptance testing, pilots and bug fixes.
• Resolved conflicts and negotiated agreements with vendors in order to reach the most viable solution.

• Collaborated with developers, client and production managers to deploy products for PayPal Credit Global Operations.
• Lead Credit Operations Product team efforts to close $7B partnership between PayPal Credit and Synchrony Bank
• Complete quarterly and monthly reviews of projects in progress for Directors and Vice Presidents .
• Engage in strategic Roadmap Planning with Directors and Vice President of Global Operations.
• Defining new Collections Platform vision for Consumer and Merchant Credit
• Lead large initiatives with the support of two Product Managers, two Scrum Masters, and five cross-functional scrum teams.
• Participating in the development and defining of requirements with clients.
• Analyze current state of Global Credit Operations and industry standards to propose reusable solutions that will improve KPIs, reduce Net Credit Loss, and enhance operational efficiency for US, UK, and German Credit
• Review content developed for training to ensure new features and processes are described accurately.
• Lead focus groups with clients to obtain feedback for product improvements.
• Coordinate production deployments with dependent teams.

• Partnered successfully with Directors of Global Credit Collections to produce innovative improvements to ineffective processes and procedures.
• Spearheaded three cross-functional initiative to reduce Net Credit Losses and enhance efficiency of Global Collections agents.
• Trained, coached and mentored staff to ensure smooth adoption of new program.
• Exceeded company objectives with Virtual Collector experience on PayPal.com by exceeding projected Net Credit Loss benefit by 33%.
• Participate in Agile ceremonies with scrum teams.
• Document and refine requirements for Scrum teams.
• Backlog creation and prioritization.
• Created boardroom presentations including live demos for enhanced understanding.

Lead teams of 15-30 agents to reduce Net Credit Losses.

Acted as the first line of defense for 15-30 collection agents.