Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pamela Olbert

Huntsville

Summary

Professional with significant experience in client operations, ready to drive impactful results. Known for fostering team collaboration and adaptability, ensuring seamless service delivery. Skilled in process optimization, client relationship management, and strategic planning. Strong communicator and problem solver, dedicated to meeting organizational goals and exceeding client expectations.

Overview

21
21
years of professional experience

Work History

Client Operations Manager

Xpanse
12.2023 - Current
  • Spearhead and oversee client delivery teams for the seamless execution of deliverables aligned with SLAs (Service level agreements) and contract criteria.
  • Collaborate with cross-functional teams, including Product Implementation, Solution Architecture, Engineering, and clients to articulate needs into actionable stories and requirements.
  • Ensure efficient communication of progress and status to both internal and external stakeholders.
  • Mentor Client Operations Managers for the seamless execution of deliverables aligned with SLAs and contract criteria.
  • Project Planning (SOW) and Execution.
  • Drive strategic project planning and timelines, crafting and managing comprehensive project plans with defined roles, responsibilities, and milestones.
  • Prioritize client backlog strategically, monitor project status, and ensure streamlined problem resolution and effective deadline.
  • Create and manage detailed projects and implementation plans.
  • Resource Management and Collaboration.
  • Vigilantly monitor Client Delivery bench depth, guaranteeing the allocation of appropriate resources for the execution of contracted deliverables.
  • Collaborate extensively with Xpanse leaders and internal teams to address customer needs and strategically plan contract deliverables.
  • Function as the primary point of contact for areas of escalation, orchestrating regular meetings to uphold client satisfaction. Communication and Relationship Building.
  • Oversee the communication of progress to internal and external stakeholders, fostering positive client relationships. Collaborate effectively with internal teams (Client Operations, Solution Arch, Senior Management, etc.) to address customer needs.
  • Personally interact with clients to build enduring relationships and devise inventive approaches for an outstanding client experience.
  • Efficiency Improvement and Strategy. Identify and implement advanced methods/processes to expedite cycle delivery, enhance efficiency, and elevate client ROI.
  • Play a pivotal role in developing a robust client growth strategy, collaborating seamlessly with Xpanse leadership.
  • Innovate and implement processes, KPI measures, and presentations to optimize client operations.
  • Collaborate intimately with Xpanse Product teams to formulate comprehensive product implementation playbooks/runbooks.
  • Strategically schedule regular meetings and engagements with clients to ensure peak satisfaction.

Senior Business Systems Analyst (Product Owner)

Freedom Mortgage
05.2020 - 12.2023
  • Certified Scrum Product Owner (CSPO) responsible for managing developer tasks and product backlogs
  • Serves as Scrum Master is his/her absence
  • Oversees a team of over 18 software developers working multiple projects and story boards simultaneously
  • Develop user stories based on customer specifications for the software development team, evaluate products, and provide feedback; conduct reviews and formalize UI enhancement strategies
  • Conducted comprehensive testing processes for quality assurance, minimizing post-deployment issues and improving end-user satisfaction.
  • Update, configure, and maintain computer records, digital records, and SQL databases
  • Achieved successful system deployments by coordinating cross-functional teams throughout all stages of development.
  • Lead the process of creating a product/program’s business case
  • Developed customized reports, meeting specific department needs while ensuring data accuracy and accessibility.
  • Develop and manage communication between end users, vendors, and IT departments to resolve production and development environment problems
  • Lead focused efforts to continuously improve processes, tools, or organizational effectiveness
  • Work with the Product Owners, business partners, decision makers and end users to define and document roadmap and sprint-level goals, requirements, user stories and outcome
  • Lead requirements gathering through strategic input, project management and operational planning
  • Track and communicate team metrics and sprint/release progress to all teams and management, identify trends and errors, and review data
  • Collaborate with internal and external stakeholders to document and communicate business, user, and product requirements
  • Document procedures, resource documentation, and recorded system changes for troubleshooting and auditing
  • Define and create functional specifications through coordinated workshops, creating use cases and process models
  • Manage complex software platforms with critical business requirements for financial, product and compliance requirements
  • Identify and define solution process, scope, status, objectives, and timelines for all projects
  • Draft and maintain documentation, formulate software testing strategies, and spearhead network and product capability expansion plans
  • This includes managing configuration, data, user permissions, workflow, reporting, upgrades, and processing
  • Assists and collaborates with the production of documents, reports, briefs, meeting materials, analysis, graphics, best practice presentations, benchmark info, interim and final deliverables
  • Oversaw additional responsibilities as Certified Scrum Product Owner
  • Innovated a new process to reduce duplicate flood zone requests and slashed monthly operation cost by $10K
  • Spearheaded system upgrades to enhance user experience and improve overall functionality.
  • Managed complex projects from inception to completion, ensuring timely delivery within budget constraints.
  • Elicited and clearly documented business and system requirements.

Senior Business Systems Analyst (Project Manager)

Redstone Federal Credit Union
01.2013 - 03.2020
  • Administered, directed, and controlled the core system (Fiserv DNA and Symitar/EASE) data operations, reporting, and systems to ensure safe, secure, and reliable operation
  • Ensured day-to-day operations and processing of the credit union’s Symitar/EASE core operating systems met business requirements
  • Evaluated business processes, anticipated requirements, uncovered areas for improvement, and developed and implemented solutions
  • Planned, organized, monitored, and managed assigned information technology projects through completion
  • Assisted the Manager IT Business Systems in strategic planning and budgeting, ensuring adherence to current standards
  • Provided all levels of technical support and responded to incidents as appropriate
  • Worked closely with management to develop policies for Disaster Recovery and Business Resumption
  • Maintained a close working relationship with vendors to stay informed about current system operations and new developments
  • Oversaw product management, including business systems engineering design and support for business units
  • Served as senior consultant on multiple systems and projects
  • Maintained and supported assigned projects and software, developed technical specifications for new applications and updates, troubleshoot systems, and conducted product testing
  • Directed and managed network expansion, providing administrative support for over10 local and12 satellite locations, core business systems and servers
  • Maintained security of Symitar software system and its procedures, as well as user security templates and profiles
  • Oversaw, coordinated, and provided consultative support for core banking system (Fiserv DNA and Symitar/EASE) processes and job scheduling applications
  • Acted as a technology liaison and consultant to business groups to analyze and document core system business requirements
  • Managed core system-related enhancement requests and incidents, initiating corrective action as necessary
  • Oversaw and coordinated the updating of the Episys core banking system upgrades and service packs
  • Worked with core banking vendor on implementing, configuring, and deploying third-party data integration between core banking systems and vendor solutions
  • Analyzed and refined complex requirements and acceptance requirements for all sizes of program/products across multiple business units
  • Developed, tested, and implemented Symitar (Episys) batch and on-demand spec files, including core database maintenance
  • Oversaw Business Continuity planning and exercises for core banking ecosystem recovery and other credit union business operations
  • Attended educational functions related to job duties and completed other IT duties as assigned
  • Developed and maintained written procedures for in-house core host system operations and functions
  • Planned, and facilitated cross-functional meetings with business stakeholders and staff
  • Organized and led sprint planning and release planning, daily stand-ups, sprint reviews, retrospectives, and other agile-related events
  • Created and managed interface designs, prototypes, data flow diagrams and system models
  • Translated functional and non-functional specifications for internal and external software requirements
  • Managed applicable vendor relationships and coordination of vendor deliverables Developed policy and guidance documentation, such as standard operating procedures, memoranda, and guideline documents for use by the team in understanding and implementing internal policy
  • Created and managed technical user manuals, system configuration documentation and other technical reports for all sizes of products/programs
  • Led business units in documenting and prioritizing business partners’ objectives within their aligned roadmaps
  • Mentored less experienced team members of systems, configurations, and tool suite
  • Prepared and presented business proposals, financial statements, network status and security compliance reports, and test progress reports
  • Enhanced productivity and maximized revenue by streamlining the applicant screening system for loans
  • Developed and implemented a new system for loan applications

Credit Union Branch Manager | Mortgage Officer

Realty Mortgage Corporation
01.2004 - 01.2013
  • Supervised multiple cross-functioning staff teams including support staff
  • Oversaw daily processes including HR operations, branch management, financial accounting and budgets, computer networks, and IT operations
  • Orchestrated routine maintenance of business systems, engineering tasks, and software applications
  • Collaborated with support staff, streamlined SOPs, and automated key procedures; planned and implemented annual marketing strategies
  • Managed to grow production and business while undergoing budget and workforce cuts
  • Secured over $2M in revenue from monthly sales
  • Outperformed monthly production quotas while consistently meeting deadlines
  • Coached and mentored high-performing staff members

Education

Master of Business Administration -

Bethel University
McKenzie, TN

Bachelor of Science - Business Administration

Bethel University
McKenzie, TN

Bachelor of Science - Project Management

Athens State
Athens, AL
12-2026

Skills

  • Project management & Incidents Management
  • Cross-functional collaboration & Communication
  • Procurement management & Risk management
  • Stakeholder relations
  • Retail operations management
  • Business planning
  • Document control
  • Cost control
  • Performance management
  • Process improvements
  • Operations oversight and management
  • Customer relationship management (CRM)
  • Complex problem and Data analysis
  • Process improvement strategies
  • MS office, Visio,
  • Work flow planning
  • Policies and procedures implementation
  • Team leadership
  • Problem-solving

Timeline

Client Operations Manager

Xpanse
12.2023 - Current

Senior Business Systems Analyst (Product Owner)

Freedom Mortgage
05.2020 - 12.2023

Senior Business Systems Analyst (Project Manager)

Redstone Federal Credit Union
01.2013 - 03.2020

Credit Union Branch Manager | Mortgage Officer

Realty Mortgage Corporation
01.2004 - 01.2013

Bachelor of Science - Business Administration

Bethel University

Master of Business Administration -

Bethel University

Bachelor of Science - Project Management

Athens State

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Pamela Olbert