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ives.* Identified changes that impacted projects and communicated with project team/technical developers to guarantee on-time completion within budget.* Handled vendor relations throughout the lifecycle of the project.* Interacted with technical developers to ensure business requirements were met.

HSBC TECHNOLOGY & SERVICES U.S.A., INC., Salinas, California (2005 - 2007)Business Consulting Analyst* Provided high level of support to the business unit and project teams in defining functional specifications related to business systems requirements.* Collaborated with technical developers to ensure business requirements were consistently met.* Interfaced with Quality Assurance Test Team on project test cases.* Delivered project recommendations to management teams concerning upgrades andconversions.* Assisted in back-end support to the Dispute Processing Department for PEGA anda process automation tool.

HSBC CREDIT CARD SERVICES, INC., Salinas, California (1992 - 2005)Senior Dispute Processing Associate (2001 - 2005)* Maintained responsibility for project management initiatives for multiple projects.* Streamlined business processes and enhanced operational efficiency.* Audited work to ensure compliance with Regulation Z, B, and Visa/MasterCard In

ternational Rules and Regulations.* Tested system releases associated with Dispute Processing systems and tools.* Trained new hires on updates and revisions to policies and procedures.* Negotiated with software vendor to revise licensing agreement, which saved $5,000.* Researched and resolved escalated customers billing disputes efficiently.

Early career at HSBC Credit Card Services, Inc. includes Assistant Fraud Investigator (1999 - 2001); Customer Service Representative II (1998 - 1999); Senior Customer Relations Specialist (1994 - 1998); Collector II (1992 - 1994).

EDUCATION & TRAINING

Bachelor of Science in Business Administration, Project Management (2006)COLORADO TECHNICAL UNIVERSITY, Colorado Springs, ColoradoGraduated Summa Cum Laude

Training: Project Management Specialist, Organizational Systems Improvement, Management Essentials, Project Planning, Human Resource Development, Business in the Global Environment, Basics of Accounting and Finance, Business Fundamentals

TECHNICAL SKILLS & METHODOLOGIES

Microsoft Word, Excel, Outlook, PowerPoint, Visio, Sharepoint, Macro Express, Niku/Clarity, Workbench, SDM, PegaSystems, Visionplus, Cardpac, FDR, Chordiant, Mercury Quality Center, RUP, Iterative, Waterfall