Hard working, loyal and willing to learn. Customer service is very important and trying to resolve customer inquiries and issues in a timely manner is a top priority. Huge advocate of building and maintaining client relationships on all levels.
Overview
31
31
years of professional experience
Work History
CHANGE MANAGEMENT QUALITY ASSURANCE BUSINESS ANALYST
BANK OF THE WEST/BMO
06.2022 - 12.2023
Responsible for post CAB (Change Advisory Board) quality assurance review of current system change requests
Identified user activities not meeting bank standards and provided meaningful feedback to users and Group Managers
Created metrics for weekly and quarterly reviews to be presented to Group Managers
Gathered data regarding change records that needed to be cancelled or closed and notified users to take appropriate action
Notified users and Group Managers of unauthorized changes to the system requiring explanation as to why an unauthorized change was implemented as well as what measures are being taken to prevent future unauthorized changes.
COMMAND CENTER TECHNICAL SUPPORT
FIRST DATA RESOURCES/FISERV
11.1996 - 12.2021
Many roles within the Command Center
Trouble shooting and opening impacting incidents for client outages and inquiries
Mainframe networking changes to TN3270 (Bluezone) terminals
Recycled TN3270 network controllers and terminals
Respooled/transmitted client files via First Data/Fiserv Mainframe NDM
Verified and monitored incoming and outgoing file transmissions via TSO TN3270 mainframe
Reset passwords for both internal and external clients via TN3270 mainframe
Mainframe AS400.
PRODUCT CLIENT SERVICE REPRESENTATIVE
FIRST DATA RESOURCES
06.1993 - 11.1996
Assisted Financial Institutions design and execute their credit decisioning for instant credit via the First Data Resources product EAPS (Equasion APS)
Provided onsite conversion, implementations, training, and support for new and existing clients
Made Product Control File (PCF) changes and submitted program requests on behalf of the client.
FRAUD RESEARCH AND INVESTIGATIONS
FIRST DATA RESOURCES
Conducted investigations on reported lost or stolen credit/debit card transactions
Evaluated fraud purchases and charging back any eligible transactions
Worked with Financial Institutions of all sizes, card customers and law enforcement agencies to determine responsibility for the fraudulent activity
Utilized Fast Data/LexisNexis as well as other investigative tools
Written reports and documentation with results of fraud investigation.
Education
Westside High School
01.1984
Skills
Customer Service at many different levels
Microsoft Suite, Excel, Pivot Tables, WebEx, Cherwell, Fast Data/LexisNexis, NDM, Cycleview, TSO, Infoman, Roscoe, AS400, TPX/Teleview, TN3270, Remedy, Service Point, ServiceNow, SPLUNK, Tableau, Workday, Right Start, ODS and MQ Channels, Service Center
Experienced with First Data Resources/Fiserv applications
Written communications
Creating algorithms and workflows
Training internal and external customers
Investigative and research skills
Unsurpassed work ethic
Willing to step out of my comfort zone
Timeline
CHANGE MANAGEMENT QUALITY ASSURANCE BUSINESS ANALYST
<ul>
<li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li>
<li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li>
<li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li>
<li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li>
<li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li>
<li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li>
</ul> at NFCU, Avenues Jacksonville, AVW<ul>
<li>Operational Support - Serving as a trusted vault custodian to assist in branch operational support, such as opening, closing, balancing ATMs, cash management, branch differences, ATM claims, and assisting team leaders. Currently acting as the Workforce Management Liaison in the branch to produce schedules for the team.</li>
<li>Mentoring - Assists in mentoring and coaching new and tenured team members in developing the necessary skills for the demands of NFCU's enterprise strategy. Current mentee to one tenured MSR and one untenured. Contributed to the training of five ATM/vault custodians.</li>
<li>Trusted Partner - Meeting branch digital targets for new and existing members by assisting and educating members to leverage the benefits of ATM usage, digital products, and services penetration. Consistent top OneView user.</li>
<li>Currently serving as a Quality Assurance Champion, working with branch leaders to help maintain focus on quality assurance as a critical and central aspect of each team member’s day-to-day function. Assists in quarterly quality control checks, and weekly internal audits.</li>
<li>Change Agent - Subject Matter Expert for the Coconut Pilot. Currently participating in pilots for MORE and Business Solutions to provide critical feedback to help improve process and member experience.</li>
<li>Member-centric universal MSR who consistently receives high marks and positive comments from BES.</li>
</ul> at NFCU, Avenues Jacksonville, AVW
Lean Trained-Tested-Certified Management Meta Marketing Pro |Trainer | Subject Matter Expert| Quality Assurance| Change Management at Genpact (Largest Social Media Platform)Lean Trained-Tested-Certified Management Meta Marketing Pro |Trainer | Subject Matter Expert| Quality Assurance| Change Management at Genpact (Largest Social Media Platform)
<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group<ul><li>Production Block Incharge Job Role: Operations, Control and Monitoring</li><li>1. All activities related to production and monitoring the process as per SOPs.</li><li>2. Communicate day to day process deviations and breakdowns of the equipment to concerned persons.</li><li>3. Check and implement the process for cleaning of equipment as per the schedules.</li><li>4. Responsible for housekeeping and implementation of day to day cleaning of process area & clean room.</li><li>5. Preparation, review and approval of monthly Reports and BPRs BCRs, OOS, Deviation, investigations reports, validation protocols reports, validation reports.</li><li>6. Responsible for preparation of daily production planning and ensuring the same.</li><li>7. Production planning, ensuring that the batches are produced as per planning and meeting the dispatch targets.</li><li>8. Ensure proper utilization of equipment and manpower as and when required.</li><li>9. Planning and monitoring during execution of the process validation.</li><li>10. Manpower planning. Monitor the project modification activities.</li><li>11. Responsible to handle production processes.</li><li>12. Implementation of new technology w.r.t. process equipments or facility.</li><li>13. Supporting quality assurance team for DMF submission.</li><li>14. Executing and supervising training, validation, qualification and calibrations protocols.</li><li>15. To perform visual inspection and certification of cleaned equipment after product change over cleaning as per standard operating procedure.</li><li>CGMP:</li><li>1. Following departmental standard operating procedures (SOP) and providing suggestions for SOP simplification and any other improvements.</li><li>2. Making sure all the documents and checklist are verified before and after manufacturing.</li><li>3. Ensuring retention and destruction of records are maintained in a department.</li><li>4. Verifying status labeling of accessories, in-process instruments, containers, area & equipment.</li><li>5. Performing contemporaneous (on time) document entries.</li><li>EHS:</li><li>1. Following Environment, Health and Safety policies and practices.</li><li>2. Making sure personnel health, hygiene and organization practices are followed.</li><li>3. To conduct risk analysis of product, system, equipment, process as per standard procedure.</li><li>Training</li><li>1. Attaining training as per training need and providing training to sub-ordinates through available software of Learning Management System (LMS).</li></ul> at MSN Group