Keidra Norwood

380 Dave Trail Prosper, TX. 75078 Mskeidra2001@yahoo.com -469-734-1541

 

OBJECTIVE: To obtain a senior leadership role that will maximize my current risk oversight, financial management, and thought leadership skills while providing opportunities for future growth. 

SUMMARY OF QUALIFICATIONS

·   Risk Management & Oversight

·   Financial Management

·   BPO Vendor Management

·   Operational Excellence

·   Relationship Management

·   Thought Leadership

EDUCATION:

·   Villanova University, Online – 2011- Essentials of Project Management

·   University of North Texas, Denton, TX - 2004 Cum Laude- Bachelors of Arts and Applied Science (BAAS) in Applied Technology and Performance Improvement

·   Southern University, Shreveport, LA – 2002- Certificate in Computer Network Technology Associate (CNTA)

·   Southern University, Shreveport, LA – 2001- Associate of Science in Computer Science, Associate of General Studies in Mathematics

WORK EXPERIENCE

3/2014- Current Division Business Office Manager

·   Built out division business office, on-boarded team (2 FTEs), and developed/delivered new hire training 

·   Provide oversight & administration of divisional operational change management tool (PBF/ORR)

·   Provide oversight of Foreclosure Prevention & Outreach’s (FPO) SOW Harmonization platform

·   Currently act as departmental SPOC for risk oversight/awareness and remediation

·   Provide oversight of divisional budget administration and reporting (7/2015) 

·   Provide oversight of divisional monthly financial management (vendor accruals, invoice sampling, payment reconciliations, and purchase order fulfillment) requirements 

·   Partner with various support teams and internal/external stakeholders to facilitate automation/simplification  initiatives

·   Provide oversight of divisional document control

·   Regularly provide strategic and operational insight/support to 5 Directors, COS, and divisional VP

 

5/2013- 3/2014 Operations & Risk Oversight Manager

·   Built out & managed operations team (2 FTEs/2 Contractors)

·   Provided oversight of FPO monthly financial management (vendor accruals, invoice sampling, payment reconciliations, and purchase order fulfillment) requirements and quality assurance responsibilities 

·   Departmental SPOC for risk oversight/awareness and remediation

·   Developed divisional change management tool (PBF/ORR)   

·   Managed operational process development/re-engineering, implementation, and document control

·   Developed vendor SOW Harmonization platform (operational assessment of contractual language)  

·   Regularly reporting to 2 Directors, COS, and VP

 

9/2011- 5/2013 Vendor & Compliance Manager, Fannie Mae Dallas, TX

·   Developed Foreclosure Prevention & Outreach’s (FPO) counseling vendor quality assurance program

·   Developed and managed FPO vendor invoicing platform

·   Managed/completed FPO monthly financial management (vendor accruals, invoice sampling, payment reconciliations, and purchase order fulfillment) requirements

·   Performed onsite non-profit/for profit vendor compliance/QA audits

 

12/2008- 9/2011 BPO Vendor Manager, Verizon Communications Dallas, TX

·   Managed group of 3 direct reporting management level analysts and 4 BPO Vendors (International & Domestic) 

·   Performed vendor onsite audits (QA/HR/Ops Risk)

·   Managed outsourced vendor performance against contracted SLA’s and KPI’s

·   Partnered with national resource management and finance to accurately manage/report vendor headcount and staffing/call projections

·   Communicated existing and emerging operational risks to senior leadership and procurement; project managed remediation efforts

·   Provided operational insight in the development/extension of vendor SOW’s

·   Managed operational and executive vendor relations

·   Acted as first line of defense in incident management  

 

4/2008-12/2008 Network Operations Manager-Acting, Verizon Communications Garland, TX

·   Effectively managed internal/external inbound network support call center (200+Hourly/Union workforce and 6 management level direct reports)

·   Met/Exceeded KPIs and SLAs

·   Provided oversight of FiOS network provisioning and order fulfillment

·   Provided oversight of network outage management including stakeholder communications

·   Managed first and second step labor union grievance hearings

 

3/2006- 4/2008 Network Operations Supervisor, Verizon Communications Dallas, TX

·   Supervised group of 25 associate level analysts with 8 indirect reporting network technicians

·   Met/Exceeded national network provisioning and order fulfillment performance metrics

·   Supported FiOS sales channels and regional operations (provisioning fallout and facilities assignment)

·   Participated in FiOS cross-functional teams on network and provisioning system enhancements

·   Managed planned and unplanned network outages

·   Effectively managed labor union relationships

 

9/2005- 3/2006 Network Operations Specialist, Verizon Communications Dallas, TX

·   National Customer Relations (executive escalations) SPOC

·   Performed root cause analyses and monitored completion of remediation plans by business owners

·   Provided FiOS quality assurance data and call calibrations for Managers and Directors

·   Performed associate level ticket audits and quality observations for FiOS provisioning and repair/maintenance

·   Collaborated with national/regional operations teams in the development of FiOS provisioning processes and procedures

·   Facilitated associate level FiOS provisioning training

 

1/2005- 9/2005 Fiber Customer Support Analyst, Verizon Communications Dallas, TX

·   Analyzed and isolated trouble conditions on FiOS voice, video, and data

·   Provisioned FiOS provisioning for fGTE and fBA Legacy Systems

·   Provided provisioning support FTTP Field Techs & OSP Engineers

·   Negotiated install dates between dispatch centers and customers for missed appointments

 

10/2003- 12/2004 Authorization Replacement Representative, COMPUSA Dallas, TX

·   Processed technology warranty claims (laptop, desktop, printer, etc.)

·   Ensured that repair/replacement warranty claims were processed per contract and cost effective

·   Provided assistance in the training of less experienced authorization’s team members 

 

6/2002- 10/2003 Quality Assurance Representative, COMPUSA thru Adecco Dallas, TX

·   Responsible for quality assurance sampling for 50 stores within two regions

·   Ensured Retail Sales and Onsite Technical Support provided quality service through outbound/inbound customer surveys

REFERENCES

Available upon request SSAE-16 SOX OCC SOC