Summary
Overview
Work History
Education
Skills
Timeline
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Vernon L. Watson

Miramar,FL.

Summary

Thoughtful Quality Control Team Lead with over 20 years of big-picture planning and systematic assessment of product standards. Tenacious strategist known for continual product consistency with meticulous detail orientation. Implements lasting quality-control measures, prioritizing customer satisfaction and long-term brand reputation. Seeking room for long term growth within the GMNS-Global Merchant & Network Organization while promoting an environment where quality, teamwork and respect are used as best practices. Versatile leader with proven success in managing staff, maintaining personnel records, effective change management, and implementing cost-efficient programs. Team Leader experienced in directing activities of workgroups. Develop operational and transformational strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.

Overview

17
17
years of professional experience

Work History

Quality Assurance (QA) Team Leader

American Express
06.2016 - 06.2021
  • Responsible for leading the GPS Quality Assurance (QA) team/process, oversee and performed all testing methodologies for the American Express Remittance Process and the affiliating third party vendors (lockbox) within the US
  • Communicated directly with QA team to resolve user-reported problems and questions.
  • Coached and motivated [10]-person QA team to develop competencies.
  • Established new and improved QA processes by developing test processes, test cases and assigning and executing tests.
  • Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
  • Established metrics, applied industry best practices and developed new tools and processes.
  • Updated training database to help resolve common issues.
  • Created requirements for milestones and monitored completion of tasks for QA team.
  • Supported development of materials, aids and curriculum to direct staff in procedures and operations.
  • Recommended software solutions such as automated test tools or improved test processes to meet business strategies.
  • Used SQL to validate test results and recommend corrective actions.
  • Recommended various strategies and methods to improve test plans and test processes.
  • Ensure accuracy and quality through effective monitoring techniques and observance of workflow


Business Analyst I

American Express
01.2011 - 06.2016
  • Analyzed payment volumes, access and recommend staffing to volumes module, recommend new schedules and realigned staffing based on business needs
  • Collaborated with stakeholders to define project objectives and criteria.
  • Managed all procedural updates for the GPS Operations Team and the Payment Third Party Lockboxes through and an annual refresh process
  • Responsible for reviewing and updating all third party contracts
  • Performed gap analysis to identify areas of improvement.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Generated business intelligence reports to inform strategic decision-making.
  • Executed analysis of risks and identified risk mitigation strategies.
  • Collaborated with teams in product line transition to streamline manufacturing footprint.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Developed customized reports, summarizing and presenting data in visually appealing format.
  • Generated ad-hoc reports to evaluate specific business requirements.
  • Provided technical support for troubleshooting analytics and reporting issues.
  • Created dashboards to monitor and track key performance indicators.
  • Generated standard and custom reports to provide insights into business performance.
  • Created data models to support decision-making processes.
  • Identified patterns and trends in large data sets and provided actionable insights.
  • Developed and implemented data governance policies and procedures.
  • Manage Business Continuity Process including table top testing, re-routing all incoming payments and correspondence to alternate sites and/or the appropriate business units for processing during BCP events
  • Manage, update, and report real-time activities within the department
  • Leading process improvement projects by analyzing operation status and conferring appropriate feedback
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.

Team Leader-Operations

American Express
09.2004 - 01.2011
  • Trained, coached and managed 20+ employees within Global Billing and Payment Services, managed the entire Payment Exceptions Department Business for the American Express remittance process within the US
  • Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
  • Ensure accuracy and quality through effective monitoring techniques and observance of workflow
  • Accurately, track attendance, payroll and other administrative duties
  • Kept team activities in compliance with safety, regulatory and environmental guidelines.
  • Helped set and manage objectives for quality, productivity and compliance.
  • Set schedules and oversaw daily workflow.
  • Managed high workload with consistent record of achieving deadlines and production targets.
  • Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
  • Adhered to applicable guidelines and requirements, and assisted team in doing same.
  • Oversaw department workload and consistently achieved productivity targets.
  • Contributed to interviewing process and made new hire recommendations.
  • Improved team efficiency and productivity by restructuring workflow and managing assignments.
  • Sat on new hire interviewing panel and made recommendations.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Motivated and trained employees to maximize team productivity.
  • Managed internal operational standards and productivity targets.
  • Compiled training materials for new employees and tracked skill development.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Drive continuous improvement of the operation & manage change effectively to motivate and retain employees
  • Effective coaching, motivate and develop individuals to achieve business objectives/team goals
  • Leading process improvement projects by analyzing operation status and conferring appropriate feedback23/2018 AXP Internal 1
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.

Education

Bachelor of Science - Business Management

University of Phoenix
Plantation, FL

Skills

  • Effective Communication
  • Continuous Professional Improvement
  • Decision Making
  • Problem Solving
  • Delegation, and Time Management
  • Forward Planning and Strategic Thinking

Timeline

Quality Assurance (QA) Team Leader

American Express
06.2016 - 06.2021

Business Analyst I

American Express
01.2011 - 06.2016

Team Leader-Operations

American Express
09.2004 - 01.2011

Bachelor of Science - Business Management

University of Phoenix

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Vernon L. Watson