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CHANDA MONROE-WILLIAMS, GB, PMP
        5637 Little Flower Ave. • Cincinnati, OH 45239 • 513-616-6910 (M) • 513-681-1438 (F)
                                      • Chanda@cmwconsult.com
                                         SENIOR-LEVEL EXECUTIVE
                                      PROGRAM/PROJECT MANAGEMENT
A ‘process improvement executive’, with a strong operations background in program/project management. High
caliber strategy, planning and execution skills with extensive experience leading and integrating business initiatives.
Vast experience in developing people, managing cross-functional relationships and creating and maintaining strategic
alliances. Demonstrates broad-based strengths in:
   6 Sigma • PMP • Lean • State of Ohio MBE & EDGE Certified • Executive & Client Communications •
Organizational & Management Development • Strategic Planning • PMO Installations & Assessments • Risk
     Assessments • Feasibility Studies • Training Services • Team Building & Networking Strategies •
  Performance Development • Process Improvement • System Installations, Conversions & Integrations •
Certification Roadmaps • New Product Development • Requirements Development • Facilitation Services •
       Business Continuity Planning • Staff Augmentation & Outsourcing Solutions • Special Events
    FDR • TeleCenter Systems • Kronos • Microsoft (Suite, Access, Visio, Project, Server) • Crystal Reports

                                           PROFESSIONAL EXPERIENCE
CM-W Consulting, a subsidiary of MonWill LLC                                                               2008 - Present
President/CEO
We build strategic partnerships with area businesses and their leadership teams to align their corporate/functional
goals to the projects that will drive profits.
GAFRI, a Unit of American Financial Group                                                                     2008 - 2010
Project Management Specialist, Organizational Effectiveness Group
Led enterprise performance results by providing leadership and support in enterprise work management, process
improvement and results measurement
•    Facilitated cross-functional process improvement meetings to aid in the redesign of the work submission and
     project/program execution model.
•    Led team of 25+ cross-functional resources to redesign the ‘Fixed Indexed Annuity’ and the ‘Variable Annuity’
     Client and Agent statements for the AILIC & GALIC companies.
•    Developed a program strategy to successfully manage the ‘Straight Through Processing (STP)” project builds
     with Annuity Net (Ebix) in order to support GAFRI’s growth in the ‘Banks’ channel.

GE Money, a Unit of General Electric Company                                                                  1993 - 2008
Senior Project Manager, Operations Headquarters, (2004-2008)
Led Strategic Initiatives project teams, Identifying, developing, Implementing and enhancing enterprise wide
technologies/processes. Supported business growth while reducing productivity Inefficiencies and loss mitigation
Initiatives for collections, customer service, recovery and risk stakeholders.
•    Reduced project Initiation timelines from 14 to 6 days by establishing on-line work flow application tracking and
     notifying process owners of pending requests.
•    Established monthly tollgates reviewing all process/project Installations and performance dashboards.
     Communicated cost/benefit Impact variances for profit and loss centers.
•    Increased incremental dollars collected by $115M and revenue $264K implementing a vendor payment tool for
     Sam’s and Wal-Mart portfolios.
•    Reduced losses $3.5M/annum as a result of reducing strategy build timelines in collections and risk/decision
     sciences from 15 to 5 days. Created single oracle table, leveraging data from various data warehouses.
•    Decreased Dialer downloads by 6% ($2M)/annum, instituting tracking of remit coupons scanned at USPS.
•    Increased revenue $75M launching MasterCard programs for the EBay and PayPal portfolios.
•    Facilitated enhancement of recovery files to RMS system, adding tracking functionality for promotions on
     charged-off accounts.
•    Automated credit card fee reconciliation from 5 to 3 days by creating daily feed to the General Ledger.
Leader Collections & Recovery, Mason, OH, (2002-2004)
Led a team of 25 Process Owners and 4 Project Managers creating operations requirements and process flows
supporting transition from a Private Label credit portfolio to an Issuer of world utility program. Analyzed Industry data
targeting product specific performance.

•    Built functionality for 14 private label affinity card programs, increasing core sales $75M in first year.
     Subsequently launched a branded MasterCard, leveraging the affinity program functionality.
CHANDA MONROE-WILLIAMS –Page 2


•   Established groundbreaking launch of 3 affinity programs through partnering with business development, client
    marketing teams, Discover Card Services and American Express.
•   Reduced consulting costs 75% through redesign of testing strategies.
•   Reduced client costs by 60% creating generic web-based training database compatible with client specific
    requirements 70%+ of the time.
•   Averaged 61% locate effectives (LE) minimizing potential skip losses on new product initiatives as a result of
    sharpened cardholder selection criteria.
•   Developed the initial project management office (PMO) supporting global growth initiatives. Delivered over 45+
    Growth Initiative updates to existing and new clients to support growth initiatives.

Process Owner, Performance and Applications, Mason, OH, (1999-2002)
Analyzed business Industry performance trends and created "Core Competency" model. Established CSR
acquisition/placement strategy, driving the overall business strategy supporting business continuity.
•   Improved productivity 11% leading 3 Black Belts standardizing performance metrics, targets and action plans.
    Reduced compliance defects 22% redesigning incentive programs supporting “Pay for performance”.
•   Translated business requirements improving net productivity $3.6M leveraging Kronos scan based attendance
    application to create a web-based standardized and compliant tracking system.
•   Mitigated losses $319M/day leading a cross-functional team of 32+ senior managers and process owners in
    creating a comprehensive Business Continuity/Disaster Recovery plan. Recognized by CFO for successful
    application integration.
•   Developed 20+ Requests for Proposals (RFP’s) with 90% business acceptance.
Manager, Portfolio Control, Mason, OH, (1996-1999)
Managed a top performing team of 70. Developed and monitored all delinquency stages for the Macy's accounts.
•   Procured internal data, developing unit summaries depicting projections and variances to call index and
    delinquency volumes.
•   Improved operations effectiveness 23% through Initiated employee Initiated recommendations.
Customer Service & Call Quality Specialist, Mason, OH, (1995-1996)
Produced productivity reports, staffing models, monitored Incoming calls for policy and compliance risks and
participating in the manager on duty for 350+ employees. Managed special projects supporting operational
effectiveness.
•   Managed and coordinated security access to internal networks for Internal and 3rd Party employees.
•   Managed key account team of 54 conversion specialists supporting the Bullock's to Macy's portfolio transition.
•   Improved staffing effectiveness from 59%-93% implementing a staffing model through Installation of TeleCenter
    software (TCS). Improved new hire and 3rd party scheduling.
•   Managed 9-member helpdesk for escalated customer concerns and complaints.
•   Implemented over 46 employee recommended system and procedural enhancements.
Associate Supervisor, 3rd Party Outsourcing, Mason, OH, (1993-1995)
Audited and supervised 3rd party performance and payroll Invoices monitoring Federal co-employment and on-
boarding opportunities. Business liaison focused on recruitment and retention efforts for diverse candidates

Idleman Marketing, Cincinnati, OH                                                                        1990-1993
Customer Service Manager
Managed an inbound 800# Call center servicing a variety of Home Shopping. Partnered with product merchants
creating value propositions for product sales. Tracked performance trends and developed training programs.

                                                   EDUCATION
University of Cincinnati, Cincinnati, Ohio,
Bachelor of Arts, Psychology (168/186 credits – Dec, 2010)
University of Cincinnati
Certification in Human Resource Management (June, 2010)

                          PROFESSIONAL ORGANIZATIONS & APPOINTMENTS
City of Cincinnati Development Advisory Board, Mayoral Appointment, Former Member
Avondale Community Council President/Vice President
Empowerment Zone Small Business Loan Committee, Former Member
Mt. Airy Community Council, Member/Volunteer
Cincinnati Public Schools & Cincinnati Youth Collaborative, Mentor
GE Elfun Society, Member/Volunteer
CHANDA MONROE-WILLIAMS –Page 3

Habitat for Humanity, Volunteer
InRoads, Volunteer
Junior Achievement Volunteer
Project Management institute, National and Southwestern Ohio chapter, PMP Instructor
Urban League Guild, Volunteer

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C C Resume 2010aug2

  • 1. CHANDA MONROE-WILLIAMS, GB, PMP 5637 Little Flower Ave. • Cincinnati, OH 45239 • 513-616-6910 (M) • 513-681-1438 (F) • Chanda@cmwconsult.com SENIOR-LEVEL EXECUTIVE PROGRAM/PROJECT MANAGEMENT A ‘process improvement executive’, with a strong operations background in program/project management. High caliber strategy, planning and execution skills with extensive experience leading and integrating business initiatives. Vast experience in developing people, managing cross-functional relationships and creating and maintaining strategic alliances. Demonstrates broad-based strengths in: 6 Sigma • PMP • Lean • State of Ohio MBE & EDGE Certified • Executive & Client Communications • Organizational & Management Development • Strategic Planning • PMO Installations & Assessments • Risk Assessments • Feasibility Studies • Training Services • Team Building & Networking Strategies • Performance Development • Process Improvement • System Installations, Conversions & Integrations • Certification Roadmaps • New Product Development • Requirements Development • Facilitation Services • Business Continuity Planning • Staff Augmentation & Outsourcing Solutions • Special Events FDR • TeleCenter Systems • Kronos • Microsoft (Suite, Access, Visio, Project, Server) • Crystal Reports PROFESSIONAL EXPERIENCE CM-W Consulting, a subsidiary of MonWill LLC 2008 - Present President/CEO We build strategic partnerships with area businesses and their leadership teams to align their corporate/functional goals to the projects that will drive profits. GAFRI, a Unit of American Financial Group 2008 - 2010 Project Management Specialist, Organizational Effectiveness Group Led enterprise performance results by providing leadership and support in enterprise work management, process improvement and results measurement • Facilitated cross-functional process improvement meetings to aid in the redesign of the work submission and project/program execution model. • Led team of 25+ cross-functional resources to redesign the ‘Fixed Indexed Annuity’ and the ‘Variable Annuity’ Client and Agent statements for the AILIC & GALIC companies. • Developed a program strategy to successfully manage the ‘Straight Through Processing (STP)” project builds with Annuity Net (Ebix) in order to support GAFRI’s growth in the ‘Banks’ channel. GE Money, a Unit of General Electric Company 1993 - 2008 Senior Project Manager, Operations Headquarters, (2004-2008) Led Strategic Initiatives project teams, Identifying, developing, Implementing and enhancing enterprise wide technologies/processes. Supported business growth while reducing productivity Inefficiencies and loss mitigation Initiatives for collections, customer service, recovery and risk stakeholders. • Reduced project Initiation timelines from 14 to 6 days by establishing on-line work flow application tracking and notifying process owners of pending requests. • Established monthly tollgates reviewing all process/project Installations and performance dashboards. Communicated cost/benefit Impact variances for profit and loss centers. • Increased incremental dollars collected by $115M and revenue $264K implementing a vendor payment tool for Sam’s and Wal-Mart portfolios. • Reduced losses $3.5M/annum as a result of reducing strategy build timelines in collections and risk/decision sciences from 15 to 5 days. Created single oracle table, leveraging data from various data warehouses. • Decreased Dialer downloads by 6% ($2M)/annum, instituting tracking of remit coupons scanned at USPS. • Increased revenue $75M launching MasterCard programs for the EBay and PayPal portfolios. • Facilitated enhancement of recovery files to RMS system, adding tracking functionality for promotions on charged-off accounts. • Automated credit card fee reconciliation from 5 to 3 days by creating daily feed to the General Ledger. Leader Collections & Recovery, Mason, OH, (2002-2004) Led a team of 25 Process Owners and 4 Project Managers creating operations requirements and process flows supporting transition from a Private Label credit portfolio to an Issuer of world utility program. Analyzed Industry data targeting product specific performance. • Built functionality for 14 private label affinity card programs, increasing core sales $75M in first year. Subsequently launched a branded MasterCard, leveraging the affinity program functionality.
  • 2. CHANDA MONROE-WILLIAMS –Page 2 • Established groundbreaking launch of 3 affinity programs through partnering with business development, client marketing teams, Discover Card Services and American Express. • Reduced consulting costs 75% through redesign of testing strategies. • Reduced client costs by 60% creating generic web-based training database compatible with client specific requirements 70%+ of the time. • Averaged 61% locate effectives (LE) minimizing potential skip losses on new product initiatives as a result of sharpened cardholder selection criteria. • Developed the initial project management office (PMO) supporting global growth initiatives. Delivered over 45+ Growth Initiative updates to existing and new clients to support growth initiatives. Process Owner, Performance and Applications, Mason, OH, (1999-2002) Analyzed business Industry performance trends and created "Core Competency" model. Established CSR acquisition/placement strategy, driving the overall business strategy supporting business continuity. • Improved productivity 11% leading 3 Black Belts standardizing performance metrics, targets and action plans. Reduced compliance defects 22% redesigning incentive programs supporting “Pay for performance”. • Translated business requirements improving net productivity $3.6M leveraging Kronos scan based attendance application to create a web-based standardized and compliant tracking system. • Mitigated losses $319M/day leading a cross-functional team of 32+ senior managers and process owners in creating a comprehensive Business Continuity/Disaster Recovery plan. Recognized by CFO for successful application integration. • Developed 20+ Requests for Proposals (RFP’s) with 90% business acceptance. Manager, Portfolio Control, Mason, OH, (1996-1999) Managed a top performing team of 70. Developed and monitored all delinquency stages for the Macy's accounts. • Procured internal data, developing unit summaries depicting projections and variances to call index and delinquency volumes. • Improved operations effectiveness 23% through Initiated employee Initiated recommendations. Customer Service & Call Quality Specialist, Mason, OH, (1995-1996) Produced productivity reports, staffing models, monitored Incoming calls for policy and compliance risks and participating in the manager on duty for 350+ employees. Managed special projects supporting operational effectiveness. • Managed and coordinated security access to internal networks for Internal and 3rd Party employees. • Managed key account team of 54 conversion specialists supporting the Bullock's to Macy's portfolio transition. • Improved staffing effectiveness from 59%-93% implementing a staffing model through Installation of TeleCenter software (TCS). Improved new hire and 3rd party scheduling. • Managed 9-member helpdesk for escalated customer concerns and complaints. • Implemented over 46 employee recommended system and procedural enhancements. Associate Supervisor, 3rd Party Outsourcing, Mason, OH, (1993-1995) Audited and supervised 3rd party performance and payroll Invoices monitoring Federal co-employment and on- boarding opportunities. Business liaison focused on recruitment and retention efforts for diverse candidates Idleman Marketing, Cincinnati, OH 1990-1993 Customer Service Manager Managed an inbound 800# Call center servicing a variety of Home Shopping. Partnered with product merchants creating value propositions for product sales. Tracked performance trends and developed training programs. EDUCATION University of Cincinnati, Cincinnati, Ohio, Bachelor of Arts, Psychology (168/186 credits – Dec, 2010) University of Cincinnati Certification in Human Resource Management (June, 2010) PROFESSIONAL ORGANIZATIONS & APPOINTMENTS City of Cincinnati Development Advisory Board, Mayoral Appointment, Former Member Avondale Community Council President/Vice President Empowerment Zone Small Business Loan Committee, Former Member Mt. Airy Community Council, Member/Volunteer Cincinnati Public Schools & Cincinnati Youth Collaborative, Mentor GE Elfun Society, Member/Volunteer
  • 3. CHANDA MONROE-WILLIAMS –Page 3 Habitat for Humanity, Volunteer InRoads, Volunteer Junior Achievement Volunteer Project Management institute, National and Southwestern Ohio chapter, PMP Instructor Urban League Guild, Volunteer