1. Patty Goodman
1413 Nina Road, Jeffersonville IN 47130
Home: (812) 590-3761 Cell: (502) 554-4257
pagoodman65@gmail.com
Summary
 Provenloyalty andcommitment as demonstratedby havingmore than two decades of service toBankof Americaandits predecessorcompany.
 Over 16 years specializingin leadinganddirectingmedium to large projects from inceptiontolaunch.
 Repeated success in developing/directing project plans, achieving performance targets, financial analysis, team formation, requirements definition, risk
identification and management, application development/modifications, system integration, data conversions, mergers/transitions, testing, deployments, and
continuous process improvement.
 Success based upon strong leadership and ability to develop and maintain strong relationships by promoting collaboration, having open communication, a
strongability for negotiationandabilitytoinfluence decision-making.
 Proven success in the developing, mentoring and leading of domestic and international virtual project teams (internal & external) in completing change
initiatives ontime andwithinbudget.
 Demonstratedability ofeffectivewrittenandoral communication at all levels ofan organization.
 Proficient with Microsoft applications (Outlook, Word, Excel, Project,PowerPoint)andProject Management tools (SharePoint, Clarity, PPRT, PMT, PCM)
Experience
Bank of America
Vice President, Project Manager January 2008 - March 2015
 Managed multiple business process and technology initiatives simultaneously through the full software development lifecycle (SDLC) via Waterfall,
Iterative,Agile andAcceleratedWorkEffort approaches ontime andwithinbudget.
 Controlled multi-million dollar budgets (ranging from $1M - $4M) encompassing compliance, application development/modifications and process
improvements.
 Lead responsibility for deployment planning, execution and turn-over of 5 primary releases, as well as, several point releases of a multi-million dollar
($54M) Global Payments Platformbasedin Londonforthe UK/Europe. Ensuredanylessons learnedwere practicallyappliedtothe next event.
 Led the build-out of a client onboarding environment and the development and implementation of an application to validate client files for 100+ formats.
These efforts resulted in a reduction of 50% of the turn-around time before client is processing payments as well as 100% assurance that client files are
meetingstandardprocessingrequirements priortogo live.
 Continuous self-development through leadership, communication, negotiationandrisk management trainings.
 Designated mentor of team members on adherence to Project Management Office tools, processes and required change standards given demonstrated
expertise via perfect project assessment scores.
 Managedmultiple applicationvendorrelationships to ensure contract budget andquality deliverables.
 Createdproject plans andstatus reportingincludingrequirements analysis, design, build, testing, implementation andpost validationphases.
 Developedandledcross-functional andglobal regionalteams (75+ personnel) responsible for the deliveryandsustainment of project initiatives.
 Recipient ofmultiple (1Platinum,2 Gold, 2 Silver, 1 Bronze) Global Recognition Awards basedon results.
Operations Project Manager December2004 – January 2008
 Integratedinto the Bankof AmericaEnterprise Change Management structure giventhe acquisitionof National ProcessingCompany. Initiallyassignedto
support the migrationofaccount analysis fora bank acquisition withprogressionintoleadingGlobal BankingTechnologyand Operations projects.
 DesignatedLine of Business leadfor the transition/integrationofAccount BoardingandMaintenancefor Bank ofAmerica merchant cardprocessing.
 Managedthe roll-out of a newstrategic merchant cardprocessing account boarding/maintenanceandsettlement processingweb-basedapplication/product.
 Instrumental in identifying system enhancements as well as processes necessary for the integration/migrationtothe newapplication.
 Actedas leadon the user acceptancetestingandproduction certification.
 Reduced merchant account boarding andmaintenance keying errors and keying timeframes by working with the application vendor to develop logic driven
edits andauto-populatingmethodologies. Account set up errors were reducedby 30%.
 Led process improvement effort to streamline account boarding and maintenance efficiencies via Batch Account Maintenance to reduce manual keying
efforts andreduce errors for up to10,000merchant locations simultaneously savingapproximately 2 days of set up time.
National Processing Company
Manager, Acquisitions/SpecialProjects August 2001 – December2004
 Established and led performance of 18 team members and 35 temporaries responsible for projects including: process improvement, compliance, new large
Independent Sales Organization (ISO) relationships, andportfolioacquisitions.
 Produced overall, net income of $106,298 after covering nearly a million in expenses for major compliance project requiring all merchant card processing
applications (proprietary& vendor) andcredit cardterminals (500,000+) be updatedtomeet requiredmandate.
 Incorporated multiple other projects to avoid additional expenses and impact to merchants. Integratedprojects contributed to annual cost savings of $780k
in addition to the generationof $450k net income.
 Ledthe company's first joint venture project, integratingthesupport andset-up of theportfolio, as well as, implemented enhancements tothe relationship.
 Recipient ofthe 2004Spirit Awardof Excellenceforperformance (top1% ofassociates).

2. Manager, Direct Client Services September2000 - August 2001
 Established and led team of 8 individuals responsible for building stronger middle market merchant relationships as well as providing client support/service
to the Direct Sales Channel.
 Implementedservice call trackingsystemforinternal/external submission ofissues for research andresolutionfeedback.
 Enhanced communication between Sales Offices and Corporate Operations with regard to performance, service and training via institution of verbal and
written communications on regular basis, creationanddistributionof operations manual, as well as, updates to operations andsales offices.
 Led National City Bank portfolio acquisition andtransitioned the relationship management of middle market and special-handled merchant relationships in
the portfolio.
RelationshipManager/Market Manager/Manager, Indirect Client Services January 2000 - September2000
 Established and led team of 3 individuals responsible for building stronger relationship ties with large ISO Clients as well as the National City Bank
relationship.
 Ensuredall operational units were aware of contractual commitments andadheringto those commitments.
 Managedprofitabilityof relationships andidentifiedareas forgrowth.
 Renegotiatedlong-termcontracts with existingcustomers. Cross soldandrolledout newproducts andenhancements with existingcustomers.
 Oversawoperational projects forour clients.
Project Manager August 1997 - December1999
 Interacted with clients and vendors at all levels to ensure coordination of timely conversion of merchant portfolios from existingto new systems including
authorizationandcapturesystems, merchant andaccountingsystems.
 Coordinatedtrainingfor all parties, internal andexternal, onthe newsystems.
 Ledsuccessful conversion of4k location portfolio.
 Trainedresource onsystem data entry andcontinued tosupport andassist that area with procedures andtraining.
 Coordinatedtheimplementationof operational procedures to support the system.
 Definedprocedures for profitability reporting.
Project Support Representative February 1997 - August 1997
 Coordinatedandconductedtrainings, internal andexternal, on merchant andaccountingsystem.
 Assistedin the conversionof a 65kmerchant portfolio.
 Researchedandresolvedsystemrelated issues.
 Interactedwith clients andvendors.
Merchant Card Services Analyst August 1996 - February 1997
 Managed system changes, merchant requirements, ongoing operations and special projects from evaluation of data, developing documentation and training
to implementationof conversions.
Vendor RelationshipManager (Financial Alliance) October 1995 - August 1996
 Oversawall facets of authorizationvendor relationships.
 Investigation andresolutionof a 2-year billingproblem resultedin recoveredannual income of over$800k.
 Additional bottom line incomeof over$30k recovered/reimbursed.
 Instrumental in the creation andutilization ofmonthlyvendor billingmonitoringandreportingsystem.
 Managedmultiple vendorrelatedprojects, which includedcoordination andimplementation withinall operational areas.
Merchant Data Administrator May 1994 - October 1995
 In recognition of strong leadership and performance as elected key team member on major company project, promoted from Customer Service
Administrative Assistant.
 Coordinatedimplementationof newmerchant set-ups,newprocesses, conversions andprocedures.
 Instrumental in the creation anddevelopment ofQuality Control procedures regardingmerchant pricing, billing, set-up, etc.
 Incorporatedliaison position to ensure open communication anddevelopenhancedworkingrelationshipbetween thesales andoperation areas.
 Managedflowandcompletion ofmerchant documentation projects, which includedcoordination and implementationwith all operational areas.
Education
Sullivan JuniorCollegeof Business (Louisville, KY)
Executive Secretarial Certificate,1985
Bank of America Global Technology & Operations University
Mid-Level Leader 201 College Certification, 2009