Mark Gwynn
Program Manager
Santa Ana,San Jose
Summary
Expert in risk analysis and management, coupled with exceptional stakeholder communication skills, ensures successful program delivery. Demonstrated ability in mentoring for team development and enhancing customer satisfaction through meticulous quality assurance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings with a strong emphasis on customer experience.
Overview
7
7
years of professional experience
Work History
Program Manager
Jones Lang LaSalle, JLL
10.2023 - Current
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Participated in vendor selection and management process for program initiatives.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Participated in pilot tests and revised programs based on feedback and results.
- Managed 10 inspectors throughout America, Europe, and Asia.
- Performed Quality Assurance for all inspection reports.
- Led on-site training for inspectors in the United States.
Senior Analyst - Global Operations Audit Support
Western Union
05.2022 - 10.2023
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Investigated system issues and implemented resolutions to reduce downtime.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Performed observations and evaluated supporting documents to supplement audit findings.
- Managed multiple concurrent audit engagements, prioritizing tasks to meet deadlines without compromising quality.
- Collaborated with cross-functional teams to identify areas of risk and implement preventative measures.
- Assisted teams in reviewing all requested audit documentation prior to providing to auditors.
- Worked on ADHOC requests to analyze issues brought up to management to determine root causes.
Senior Analyst - Risk Control Self Assessment
Western Union
02.2021 - 05.2022
- Collaborated with internal audit teams to assess the effectiveness of implemented risk controls as part of ongoing monitoring activities.
- Improved workplace safety by conducting regular inspections and addressing identified issues promptly.
- Evaluated vendor performance to ensure adherence to established risk control standards and practices.
- Conducted root cause analysis on incidents, identifying areas for improvement and implementing corrective actions accordingly.
- Completed statistical reviews to uncover trends, patterns and variations.
- Reviewed documentation to become a SME in different programs/teams and regulatory requirements.
Senior Analyst - Executive Resolutions Team
Western Union
10.2019 - 02.2021
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Conducted thorough quality assurance testing, ensuring analysts were correctly addressing complaints and adhering to regulatory requirements.
- Conducted regular training sessions on quality assurance best practices, elevating team competency levels.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Trained new hires and quality assurance.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Provided guidance to team members in resolving high-stakes customer concerns, ensuring timely and appropriate solutions were provided.
- Cultivated strong relationships with internal and external partners, facilitating effective collaboration in resolving escalated cases.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Reduced resolution times by establishing clear communication channels between customers, support teams, and internal stakeholders.
- Demonstrated a consistent track record of success in managing challenging customer situations, resulting in increased trust and loyalty from both customers and colleagues.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Analyst - Digital Review Team
Western Union
03.2018 - 10.2019
- Evaluated customer data to identify and prevent fraudulent activities.
- Conducted thorough investigations on suspicious cases, ensuring timely resolution and minimizing financial impact.
- Reviewed transactions and receipts to identify any suspicious activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Interviewed witnesses thoroughly, asking appropriate questions to ascertain critical details about each case.
Human Resources - ERC
Amazon
06.2017 - 03.2018
- Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
- Resolved employee complaints and grievances successfully through mediation and collaboration.
- Advocated for staff members, helping to identify and resolve conflicts.
- Provided floor support for other team members as an SME on policies and how to resolve complaints/employee requests.
Education
High School Diploma -
Heritage High School
Vancouver, WA06.2008
Skills
Team Leadership
Program Leadership
Risk Analysis and Management
Stakeholder Communications / Public Speaking
Data Collection & Research
Customer Service
Relationship Building
Quality Assurance
Team training and development
Attention to Detail
Vendor Management
Professional writing
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Program Manager
Jones Lang LaSalle, JLL
10.2023 - Current
Senior Analyst - Global Operations Audit Support
Western Union
05.2022 - 10.2023
Senior Analyst - Risk Control Self Assessment
Western Union
02.2021 - 05.2022
Senior Analyst - Executive Resolutions Team
Western Union
10.2019 - 02.2021
Analyst - Digital Review Team
Western Union
03.2018 - 10.2019
Human Resources - ERC
Amazon
06.2017 - 03.2018
High School Diploma -
Heritage High School
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