Summary: Applicant is a certified PMP and skilled Senior Analyst with significant qualifications in process improvement, project management, and training. He has proven success in driving organizational changes that improve performance in business operations and maximize employee/customer engagement. He is an excellent facilitator both in leading project teams and in the classroom, and possesses strong financial management experience. He has been recognized for utilizing both his creativity and natural ability to develop positive relationships and improve all aspects of internal/customer facing business processes.

Experience

Confidential ,(2012–Present) Enterprise Architecture/Process Analysis Consultant (subcontractor)

• Conducts organizationalbusiness process analysis with key stakeholders with an emphasis on identifying and quantifying inefficiencies and risks relative to regulatory non-compliance of the business
• Constructs process flow and data mapping diagrams of the organization’s people, processes, and tools in order to accurately represent the current state of the enterprise, in order to recommend potential future state scenarios
• Consults with executive management team and key stakeholders on an ongoing basis to conduct milestone reviews, discuss findings, and gain approval of recommendations and deliverables
• Provides recommendations for improvement of organization and departmental weaknesses and vulnerabilities
• Learns and analyzes existing IT tools to determine if they meet the needs of the business and the processes they support for both current and future state use

Confidential ,(2011-Present) Sr. Process Analyst (subcontractor)

• Analyzes functionality of Emergent’s business processes and tools; identifies opportunities to improve efficiency in cost, process and performance
• Recommends changes and updates to Emergent Performance Solutions website thereby creating stronger focus on Emergent’s mission, capabilities, and overall direction utilizing various media to enhance visitor engagement and encourage full exploration of the site
• Evaluates and learns select website publishing software to determine if it meets current and future needs of Emergent Performance Solutions
• Provides full scope support to Emergent contract bidding process including evaluation of RFPs, collaboration on proposal creation and delivery, and final edit process ensuring proposals meet RFP requirements

Confidential (2008-2011)
Program Manager

• Created and implemented a new credit union process improvement program focused on Financial Services Division referrals from Apple FCU branch staff resulting in a 30% increase in referral process productivity and performance within the first two months after program delivery
• Lobbied senior management for program approval; collaborated with department vice presidents to conduct needs analysis, outline objectives, and develop project plans
• Created multi-session training programs including course content, student materials, facilitators’ guide, and program assessment tools
• Conducted an ongoing series of classroom and WebEx training sessions covering pertinent information regarding Financial Services Division training program
• Identified and selected key branch employees to act as subject matter experts upon completion of the course; provided post-course follow-up, support and modifications when required
• Created custom metrics to determine the effectiveness of the training program; monitored and tracked the metrics, and reported on and corrected performance issues as needed
• Established and maintained intranet webpage utilizing MS SharePoint to allow credit union-wide access to Financial Services Division listing of important updates, program best practices, and staff communications
• Supplemented Financial Services Division staffing needs by providing tax advising and financial management expertise to credit union members, non-members, and small businesses as needed

Assistant Manager

• Developed a new Call Center sales training initiative as the project lead; increased Call Center loan protection product sales from 8% to 54% over a three month period
• Coached Call Center employees on how to maximize effectiveness and efficiency in achieving weekly sales and service goals; focused on personalizing delivery and motivating through employee empowerment
• Directed training and open forum sessions with credit union staff focused on sales and customer service related topics centered around the credit union’s customer experience initiatives
• Tracked performance of employees and credit union initiatives through credit union’s customized performance management systems daily to ensure service goals were met and to identify areas needing improvement
• Counseled credit union employees on career development issues; recommended career path action plans through internal continued learning programs
• Restructured credit union’s online message center as the project lead; improved process and content thereby improving back end efficiency
• Established the “Call Center Work from Home” initiative which planned and developed Apple FCU’s first telecommuting program for Call Center staff

Confidential ,(2007-2008) Relationship Manager/Marketing Partner

• Consulted with licensed Insurance Agents and Securities Representatives to discuss new sales ideas, product information, financial concepts, and marketing strategies
• Collaborated with marketing department to develop effective marketing and sales concepts to present to clients
• Managed portfolio of 50+ clients; ensured each client was meeting production and business objectives
• Assisted clients by developing multiple case scenarios designed to help close the sale
• Developed and improved business relationships with clients and outside vendors

Confidential ,(2005-2007)Call Center Account Specialist

Confidential ,(2002-2004) Loan Counselor

Education& CertificationsProject Management Professional (PMP) Project Management Institute (PMI) 
Bachelor of Arts, Communications, Confidential University in progress
Associates in Arts (AA), Confidential University & Confidential College

• Left WVU to serve in the U.S. Marine Corps (post-9/11); completed AA at NVCC