1. Jo Puckett
1428 Hwy 150 West, Summerfield, NC 27358 Home: 336-644-1432 Cell:336-669-3972 Email-jo.puckett@att.net
Seeking a leadership position where my extensive process and project management skills as well as passion for
execution are valued and fully leveraged to achieve results.
CAREER SKILLS/KNOWLEDGE THAT ACHIEVE SUCCESS
Over 20 years Project Management Leadership
Creates positive energy in the face of challenges
Proven track record in developing breakthrough solutions in response to organizational needs
Excellent communication skills and comfortable interacting with all levels within an organization
PROFESSIONAL EXPERIENCE
9/2010-2/2015 Bank of America
Supported the Insurance and Mortgage Line of Business installing new IVR/VRU upgrades, Projects and BAU technology
support for production issues. Service Delivery for leadership team and worked with Change Manager and TDM to
implement new projects.
Used the project management tools for end to end implementation including completing Project Charter, Business
requirements and scope of work effort. I supported and used the DMAIC (Six Sigma) process for projects which is
required for PMP. Clarity was used for timekeeping. I managed budget including forecasting for resources and vendors
that support projects and monitored these budgets to report to senior leadership weekly. These projects involved multiple
sites and enterprise impacts.
6/2009-8/2010 Well-Spring Retirement Home
Assisted with Personal Care Support with physical needs. Begin as volunteer with activity assistant in arts and music .
Bankof America
1992 to 2009 Bank of America. Greensboro, NC - Senior Vice President
Enterprise Technology and Delivery, Engagement Services Manager-
Lead and supporting a technology servicing team to multiple lines of businesses including international associates
supporting Mortgage, Home Equity, Real Estate. Supported CRE and Business Strategy Products, CRE Internet and
Loan Line channels by successfully executing change initiatives. Drive business requirements and lead Technology
project managers to fulfill and manage all phases and fully document in accordance with Six Sigma Change Process.
Oversaw deployment of all Consumer Real Estate laptop users. Managed VoIP integration project to convert all banking
centers and contact centers to VoIP . Managed multiple resources in projects for implementation.
1977-1992- Vice President – Bank Card Division of Bank of America
Led and managed contact center and mail area for credit card. Responsible for the Bank’s daily operations. Duties
included supervising all vital areas of bank’s operations, training new employees, Managed call center in technology
including Voice and Data. Included were WFS (Workforce Management Systems) for call center load balancing.
Supporting Davox and Mosiax dialers. Paraphonics and ACD ( Auto Call Distribution). Provided support to Telco and PBX
support for Meridian, Nortel, Aspect and Avaya switches.
Assessed current process flow, recommend short and long term changes to improve customer experience. Supervised
and managed employees, prepared performance reviews and established goals for success as part of Pay for
Performance.
Worked closely with line of business executives to ensure full integration of processes, incorporated best practices for risk
remediation, performed risk analysis for physical data handled. Supported help desk issues for break/fix specifically
targeted to Consumer Real Estate and Credit Card.

2. Awards
I received the Award of Excellence from the bank for leading my team for projects that met delivery dates and exceeded
expectations. This award required input from your manager as well the Lines of Business that you support.
Education
GTCC- June 1974-1976
Major- Criminal Justice
Professional Training
Bank of America Professional Classes-
Certified Green Belt
Project Management 1 through 5, Building Business Partnerships, Effective Facilitation, Project management for Team
members, Making Projects Work, Building Better Business Requirements.
Applications skills: Power Point, Visio, Nexus, Microsoft, Excel,
References:
Ronnie Bell- BankofAmerica
704-562-3977
Sheila Lindsey- BankofAmerica
302-598-4154
Katie Greeson- BankofAmerica
917-405-3374