Barbara G.

Kirk
35882 Mills Road 440-353-6970
Avon, Ohio 44011 bkd9b6b2@westpost.net
CAREER SUMMARY
Manager/Project Manager with extensive experience in the financial industry. Pro
ven skills in project management, change management, production and operational
support, troubleshooting, problem resolution, training, analytical and organizat
ional skills, supervision, team building and procedural documentation.
TECHNICAL SKILLS
Rumba, Hogan IDS, CIS, Microsoft Word, Excel, Outlook, Lotus Notes, MasterCard O
n-Line, FDR, AWS, CosmoCorder, CAMS, and ADP
PROFESSIONAL EXPERIENCE
AMO Recoveries, Inc., North Olmsted, OH 08/2009 - 09/2010
CALL CENTER MANAGER
Managed the daily workflow of Call Center team, (13 - 15 FTE) to maintain servic
e level goals and achieve departmental objectives. Monitored day-to-day call sys
tem volumes to identify peaks, reduce hold times and minimize abandonment rates.
Maintained processing compliance standards and adherence to regulatory requirem
ents and policies. Thorough knowledge of various home loan modification programs
, processes and requirements such as HAMP, HAFA, UP and Deed-In-Lieu.
* Lead team liaison effort between Loss Mitigation, Underwriting, Processing and
customers.
* Maintained working knowledge of mortgage process and familiarity with loan doc
uments.
* Coached team members to performance excellence to achieve quality and efficien
cy goals. Team scorecard average continually exceeded goal by 15% or more.
* Conducted weekly one on one coaching sessions with each team member to increas
e performance and quality while fostering a positive attitude.
* Completed 6 call audits monthly per team member to support coaching and adhere
nce to company and regulatory policies. Provided timely candid and constructive
performance feedback to team members.
* Generated daily/weekly management reporting to assist with team member call pe
rformance. Team's talk time continually averaged 5+ minutes better than goal.
* Partnered with internal and external departments to achieve corporate objectiv
es.
* Conducted team meetings weekly or daily, as needed, to communicate and thoroug
hly explain changes to procedures, processing, company policies or new product i
nitiatives ensuring a motivated and informed team.
* Exercised the usual authority of a manager concerning staffing, scheduling, pe
rformance appraisals, salary and bonus compensation, corrective actions and term
inations.
* Handled customer escalated calls to resolve complex issues or defuse difficult
situations.

Key Bank, N.A., Cleveland, OH

1987 - 2009
PROJECT MANAGER (1996-2009)
Managed projects related to Debit, ATM and Prepaid platforms to increase revenue
s, reduce expenses and mitigate risk. Monitored day-to-day card operating system
(s) to enhance operating efficiencies and resolve system related issues. Acted a
s liaison to third party processors, vendors, functional departments and technol
ogy areas to effectively develop, review and recommend operational systems and p
rocedures.
Project Management
* Controlled the project to identify and terminate all obsolete jobs, files, tra
nsmissions and connectivity from a previous processor. Replaced two T1 communica
tion lines with a 384k and 512k to continue external client processing and reduc
e direct expenses.
* Lead all phases of various card related projects from design, development, doc
umentation, testing and implementation to ensure all product features met all bu
siness and processor requirements while delivering on-time and within or under b
udget and ensuring compliance with established policies, procedures and governin
g laws.
* Drafted Project Scope Requirements, created Task Plans, Issue Logs and Project
Milestones via MS applications to track project progress. Formed Project Teams,
conducted/chaired regularly scheduled meetings.
* Collaborated with processors, vendors and functional departments to convert ba
nks instant issue ATM cards to add CVC1 and CVC2 encryption and validation to ai
d in fraud prevention.
* Facilitated replacement of all existing card inventories to approximately 950
branch offices.
* Participated on all card conversions as either Manager or team member for acqu
ired banks or sold portfolios.
* Played key roll on Integration Teams to consolidate, transition and standardiz
e operations and processing.
Reporting & Support Systems
* Developed and implemented customized card reporting for executive management.
* Executed the design, initial set-up and on-going support of all internal Debit
Card products and services as well as all external clients on the card processi
ng system(s).
* Partnered closely with Technology Service areas on various projects to establi
sh links for connectivity to facilitate file transmissions and on-line access.
* Participated on project teams as Manager or team member for client implementat
ions to the card processing system(s).
* Conducted client training of on-line functionality and reporting.
Change Agent
* Lead the line of business effort to identify, communicate, translate and admin
ister pending system implementation changes effecting both internal and external
Debit card processing and client bases. Responsible for the on-time delivery an
d accuracy of card authorization and processing parameters.
* Security Administrator for multiple on-line and web based products.
* Successfully partnered across internal lines of business and with external cli
ents, processors and vendors to effectively implement new card products, upgrade
s and marketing initiatives.
* Developed and executed 2000+ card system coding changes to enable and support
conversion of 2.1 million MasterMoney debit cards to MasterCard PayPass RFID.
* Performed periodic system audits and operations analysis to reduce expenses an
d increase efficiencies. Project initiatives realized direct expense reductions
of $3 million.
* Designed and executed approximately 3000 control file changes for conversion o
f embossing platforms to support the card processing system.
* Documented end user procedures and conducted training of functional department
personnel.
EDUCATION
Coursework in Business, Accounting, Business Law and Cobol
Lakeland Community College, Mentor, Ohio
Currently enrolled in H&R Block Income Tax Course