Overview
Work History
Summary
Education
Skills
Accomplishments
Affiliations
Work Preference
Timeline
Hi, I’m

Maureen Lombardo

Phoenix,AZ
Maureen Lombardo

Overview

34
years of professional experience
8
years of post-secondary education

Work History

Raining Virtue
Seattle

Business Management Consultant
01.2021 - Current

Job overview

  • Client Engagements: Expedia Group
  • Program Manager 2022 – Present
  • Current Program: Leading the Project Management Office (PMO) to facilitate partnership between Oracle, Deloitte, and Expedia to implement Oracle Fusion Cloud for ERP
  • Driving the completion of the design phase by facilitating Key Design Decisions through the Review and Approval process.
  • Constructing the Change Management approach for the program.
  • Designed a Confluence presence for the program to house program artifacts anticipatory of the rigor of internal auditing.
  • Completed Program: Managed the decommissioning arm of the Universal Messaging Program (UMP)
  • Drove program efforts to decommission legacy Vacation Rental by Owner (VRBO) communications.
  • Drove to completion four workstreams of the Hotel Communications (HCOM) decommission efforts to support a January 2024 Sales Force contract completion date.
  • The migration of these communications from Salesforce to UMP allowed Expedia to avoid a contract renewal that would have cost $2.5M.
  • Completed Program: Managed Enterprise Decommission Program to find candidates for decommission and drive decommission efforts.
  • Partnered with Legacy CarRentals.com engineers and business owners to complete Legacy CarRental decommission resulting in ~$360K in annual saves.
  • Identified VRBO and HCOM application candidates for decommission and crafted a transition plan to engage the Cloud Excellence Team to execute those decommissions.
  • Tideworks Technology
  • Process Engineer 2021 – 2022
  • Completed Program: Conducted a program to determine and document end to end processes as well as partner with process owners to name process pain points and design a strategy for process optimization.
  • Conducted process owner interviews to confirm current processes and opportunities for improvements.
  • Mapped end to end enterprise (50+) processes including sales, contracts, engineering design, test, implementation, and production support.
  • Aligned with senior management to outline next steps and plan of execution to achieve process improvements.

Wells Fargo
Phoenix

Business Support Manager & Business Initiatives Consultant
04.2013 - 10.2021

Job overview

  • Developed a complaint management QA program for the Corporate Wholesale business sector, including build out of the processes, applications, and platform
  • Managed a team of eleven analysts.
  • As the Initiatives Consultant, designed the Global Complaint Governance Program with input from complaints leadership, legal, compliance and risk management in 10 months with a $3M budget.
  • Identified and documented over thirty procedures to understand the requirements and designed a scalable business (Wholesale) complaint management portal using the Pega platform.
  • Evolved the Wholesale Complaint Management Portal into the enterprise complaint management portal standardizing the process for complaint management globally.
  • Requested to lead the QA and Data Integrity teams to govern the Wholesale and Treasury Management complaint program and improve the risk management metrics, outcomes, and audits.
  • Designed the Business (Wholesale) Global Complaints practice including a forecasted volume / capacity plan, hiring schedule, QA components and training system.
  • Internal Compliance rated the QA Program “Effective,” >95%, for six consecutive months in the second half of 2020.
  • Improved QA Scorecard metrics from the original twenty out of twenty-seven metrics below the 80% threshold to an average of twenty-five out of twenty-seven metrics, being consistently above the threshold.
  • Passed the 2020 Audit with no significant findings and only five minor findings
  • Findings mitigated via artifacts and controls.
  • Process Engineer / Business Process Consultant
  • Led the process improvement program and efforts for the Wholesale (Middle Market Businesses) credit request and approval functions.
  • Documented processes to establish metric baselines, conducted failure modes and effects analysis sessions to identify defects, determined root cause and create action plans for metrics improvement.
  • Identified improvements for the credit approval process, reducing errors by 15% in the front end “Hotline” sub-process, and reducing duplicate requests by 30% by implementing risk controls.
  • Identified routing errors in the loan disposition process which sent simple loans to a higher level, more extensive, underwriting department
  • Corrected the process and redirected 40% of the original volume to the right loan department which increased the amount of loans granted from $51M to $210M.
  • Quality Manager – Consumer Services
  • Managed a team of consultants and analysts to document and improve processes related to Consumer Financial Services (CFS) such as auto, credit card and personal lines of credit and loans.
  • Appointed to take over a fledging audit project and get it back on track
  • Identified thirty-six significant gaps (“Find the Gap” contest), documented mitigation actions and implemented corrective action and controls
  • Selected as a 2013 President’s Club Honoree.
  • Created the Business Process Excellence (BPE) team
  • Evolved strategic direction to focus on process improvement involving business metrics, six-sigma, lean concepts, and governance.
  • Utilized process maps to identify new critical positions for twenty-five sales staff impacted by a re-organization
  • The new roles effectively addressed volume issues and improved throughput metrics in loan processing.

Point B / Branson
Phoenix

Management Consultant
10.2006 - 04.2013

Job overview

  • Led engagements in financial services, social services, risk management and IT services for large enterprise customers and government agencies including higher education.
  • Requested to lead an active project to replace Salt River Project’s billing system
  • The project was over budget and behind schedule
  • Actively engaged with the delivery team, made course corrections, and delivered the solution on time and on budget
  • Conducted project reviews with executive steering committee to review project metrics.
  • Analyzed and transformed broken processes within social services, accounts payable and accounts receivable for the Maricopa Pima Salt River Indian Community
  • Process failure points impacted 120 case files (200+ children) producing back funds owed
  • Ensured process was repeatable and scalable by providing documentation, new controls and reporting to prevent errors in the future.
  • The above client requested my consulting leadership on an accounting migration to PeopleSoft that was falling behind
  • The project turnaround was successful and resulted in two additional roles for the firm.
  • Upgraded the IT Service Catalog features and services for American Express
  • Designed the governance process and utilized ITIL best practices to create a multi-tiered engagement model.

American Express
Phoenix

Director Technologies & Director Chief of Staff
05.1999 - 10.2006

Summary

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions

Specializing in program management, strategy development and process improvement. Expertise includes working with cross functional teams and communicating with senior levels of leadership

Education

Pennsylvania State University
University Park, PA

Bachelor of Science from Secondary Education - Math
08.1985 - 05.1990

Keller Graduate School of Management

MBA from Project Management
06.1996 - 06.1999

Skills

  • Business process reengineering
  • Corporate Governance
  • Planning and execution
  • Strategy realignment
  • Quality assurance and control
  • Staff Mentoring
  • Risk auditing
  • Solution Implementation
  • Strategic Planning
  • Project Management
  • Continuous Improvement
  • Presentation Skills
  • Process Improvement
  • Performance Improvement

Accomplishments

  • Supervised team of 37 professionals. Seven full time employees and 30 off shore contractors
  • Improved the reliability and performance of internet sites through the application of Six Sigma methodology to identify technology opportunities for improvement.
  • Collaborated with senior leaders and project team to design effective test strategy for the implementation of a new billing system for a large utility

Affiliations

  • On Advisory Board of a number of companies in the consulting, marketing, and artificial intelligance space

Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Company CultureWork from home option401k match

Timeline

Business Management Consultant

Raining Virtue
01.2021 - Current

Business Support Manager & Business Initiatives Consultant

Wells Fargo
04.2013 - 10.2021

Management Consultant

Point B / Branson
10.2006 - 04.2013

Director Technologies & Director Chief of Staff

American Express
05.1999 - 10.2006

Keller Graduate School of Management

MBA from Project Management
06.1996 - 06.1999

Pennsylvania State University

Bachelor of Science from Secondary Education - Math
08.1985 - 05.1990

Similar Profiles

CREATE PROFILE
Maureen Lombardo