Yvonne Kelly
Collierville,TN
Summary
Business experience in Auditing, Project Management, Application Development and Software Testing. Champions long-term best practices and IT governance procedures, specifically COBIT, ITIL and Systems Development Life Cycle (SDLC) methodology frameworks. Experienced project manager capable of implementing formal methodologies and techniques for successful delivery and execution of project objectives. Provided analytical, coaching and leadership skills in a way that inspires, develops and delivers results. Conducted risk assessments, implement self-assessment techniques and develop risk-based audit programs. Collaboration with internal and external groups who are responsible for risk management, control, compliance and governance related activities to ensure effective oversight and implementation. Excellent relationship builder, organizer and communicator continuously requested by various core team leads for controls advice, problem/resolution and project participation. Ability to learn emerging technologies and organization dynamics quickly. Ability to adapt to change quickly, including unstructured assignments, clarifying objectives and delivering results.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Adjunct Instructor
Southwest TN Community College
09.2018 - Current
- Prepares and delivers instruction on business related topics utilizing online learning platform
- Managed classroom effectively to maintain a positive learning environment for all students.
- Maintained accurate records of student attendance, assignments, and grades, ensuring timely communication with stakeholders regarding academic progress.
PPP Loan Verifier/Digital Technology Support Rep.
1Link Technology
06.2021 - 04.2022
- Review/approve client documentation/supporting documents for the PPP (Paycheck Protection Program) loan forgiveness process
- Improved verification accuracy by implementing thorough quality control processes and procedures.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Maintained high levels of customer satisfaction with proactive follow-ups and clear communication.
- Trained new support representatives, ensuring a consistent level of service quality across the team.
Consulting Analyst
VML, Inc.
07.2016 - 02.2017
- Process and prioritize incoming customer phone calls, emails and request tickets/questions for service-related assistance utilizing JIRA Service Desk system to log requests, problems and resolutions.
- Analyze and distribute request tickets to the appropriate developer as required to achieve a resolution
- Utilized strong communication skills to present complex findings in an easy-to-understand manner, facilitating better client engagement.
- Created customized financial models for clients, helping them make informed investment decisions and optimize resource allocation.
Sr. Project/Process Analyst
FedEx Services
04.2015 - 01.2016
- Managed strategic projects, identified and documented customer processes, and collaborated with leaders across the organization to capture business needs, identify gaps, mitigate risks, and identify opportunities
- Partnered with cross-functional teams to identify issues, and consolidate, streamline, document and review business processes, identify solutions and execute planning
- Liaised with staff managers to collaboratively design process change implementation plans.
Audit Advisor
FedEx Services
09.2007 - 03.2015
- Provide leadership for Internal Audit and offer consultation on control and process deficiencies
- Managed large-scale enterprise projects, vendor and operational retail audits, systems conversions and performance tuning and systems development lifecycle projects
- Audit project lead for multiple enterprise projects to provide best practices and industry standards for project management, project development, risk management, contract negotiations and review, request for proposal, and application and general controls
- Provide ad hoc control and risk training to business and IT to build innovative control practices, consult on technically challenging business issues and risk mitigation to improve the target state control environment
- Develop, document and review audit processes, training material and standard operating procedures to provide training and mentoring for less tenured staff
- Audit project lead in the development, training and implementation of SDLC methodology for Customer Service.
Senior Auditor
FedEx Services
12.2000 - 08.2007
- Mentored junior auditors, contributing to their professional development and enhancing team performance.
- Implemented best practices in auditing procedures through continuous learning and professional development activities.
- Managed multiple concurrent audits, effectively prioritizing tasks to meet deadlines without compromising quality.
- Consulted clients on internal control systems development and audit program improvements.
- Enhanced audit efficiency by implementing risk-based audit strategies and streamlining processes.
Sr. Business Applications Analyst
FedEx Express
05.1998 - 12.2000
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Performed User Acceptance, ALPHA and BETA Testing Lead for system implementations, enhancements and maintenance.
- Evaluated vendor proposals for technology solutions, ensuring alignment with organizational needs and budget constraints.
- Implemented software enhancements, processes and provided system support to Hub Operations.
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
Programmer Analyst
FedEx Express
03.1995 - 05.1998
- Authored code fixes and enhancements for inclusion in future code releases and patches.
- Provided ongoing support for users experiencing issues or requiring assistance with application functionality.
- Contributed to successful project completion with effective time management and prioritization skills, meeting tight deadlines consistently.
- Collaborated with cross-functional teams to ensure seamless integration of new features into existing applications.
Programmer
FedEx Express
04.1990 - 03.1995
- Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
- Collaborated with team to determine application requirement specifications.
- Identified opportunities for process improvement, leading to a more efficient development cycle.
- Designed intuitive graphical user interfaces to improve user experience.
Operations Support Coordinator
FedEx Express
04.1987 - 04.1990
- Performed administrative duties and prepared operational procedures to assist operations support manager.
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours.
- Facilitated ongoing staff training sessions on product knowledge, company updates, and customer service best practices.
- Successfully managed high-volume periods through careful planning and efficient resource allocation.
- Identified opportunities for process improvements, leading to increased efficiency in handling customer concerns.
- Implemented feedback loops for continuous improvement of customer support processes and policies.
Education
Masters of Business Administration -
Dowling College
Oakdale, NYBachelor of Science, Business Administration -
Tusculum College
Greenville, TNAssociate of Applied Science, Computer Operations -
State Technical Institute
Memphis, TNSkills
- Internal Audit
- Compliance Audit & Controls Advisory
- Mainframe and 4GL Development, & Application Testing
- Communication, Interpersonal & Presentation
- IT Control Frameworks eg COBIT, ITIL
- Governance and Regulatory Compliance eg PCI, PII
- IT General Controls, Application Controls, Risk Assesments and SDLC
- Project Management
- Vendor & Managed Services Assessment
- Process Improvements
Certification
- COVID-19 Contact Tracing - Johns Hopkins University (online)
- Lean Six Sigma Yellow Belt, Memphis Lean Six Sigma Institute
- Supply Chain Management Certification, Sam M. Walton College of Business - University of Arkansas
- Certified in Risk and Information Systems Control (CRISC)
- Foundations Certificate in IT Service Management (ITIL, Information Technology Infrastructure Library)
Affiliations
- ISACA - Information Systems Audit and Control Association
- IIA - Institute of Internal Auditors
Timeline
PPP Loan Verifier/Digital Technology Support Rep.
1Link Technology
06.2021 - 04.2022
Adjunct Instructor
Southwest TN Community College
09.2018 - Current
Consulting Analyst
VML, Inc.
07.2016 - 02.2017
Sr. Project/Process Analyst
FedEx Services
04.2015 - 01.2016
Audit Advisor
FedEx Services
09.2007 - 03.2015
Senior Auditor
FedEx Services
12.2000 - 08.2007
Sr. Business Applications Analyst
FedEx Express
05.1998 - 12.2000
Programmer Analyst
FedEx Express
03.1995 - 05.1998
Programmer
FedEx Express
04.1990 - 03.1995
Operations Support Coordinator
FedEx Express
04.1987 - 04.1990
Masters of Business Administration -
Dowling College
Bachelor of Science, Business Administration -
Tusculum College
Associate of Applied Science, Computer Operations -
State Technical Institute
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