Michelle Gibbs has over 20 years of experience in business analysis, systems analysis, project management, and operations management. She has a proven track record of leading teams and projects, capturing requirements, and implementing systems to improve processes and customer service. Her past roles include serving as a Master Business Systems Analyst at Capital One where she led a major migration to a new CRM system and implemented Agile practices. She also has experience managing marketing operations and vendor relationships.

1. MICHELLE R. GIBBS
177 Cedar Bluff • Louisa, VA 23093 • 540/894-9442 • michellegibbs99@outlook.com
WORK EXPERIENCE
CAPITAL ONE, Richmond, VA 2011 – Nov 2015
Master Business & Systems Analyst/System Integrator; Commercial Bank IT
 Lead BSA for the CCSF (Commercial Client Service & Fulfillment) project
► Migrated ~18 Operational & Front End groups from non-trackable manual processes to an auditable
systematic process on SRM which greatly improved client service & satisfaction
► Met with each LOB to capture current state business processes, interaction models, HLBRs & potential
process improvements
► Performed Seibel (SRM) Service demos
► Captured technical requirements for SRM
► Ensured business and system requirements delivered on time
► Created training materials for each LOB & set up training data
► Trained all Service groups across a variety of locations & provided onsite go-live support
► Ran daily queries (via SQL) to provide volume and SLA reports to leadership for two weeks following each
new go-live event
► Created BAU Process documentation as Operational & Front End groups migrated to SRM
► Provided on-going production and new enhancement support for transitioned groups
 Master BSA/System Integrator - Assisted with the Commercial IT transformation to Agile & SAFe
► Member of the first team to successfully deliver enhancements via Agile in coordination with off-shore
development & test teams
► Drove the implementation and training for multiple functionality & usability enhancements while also leading
projects which interfaced with groups not yet migrated to Agile
► Trained new BSAs, Testers, and Tech Lead on SRM Service functionality
► Assisted in creating improved business requirement & system design documents to meet Agile needs &
automate testing
► Created system design documents utilizing SQL to define values to be added to service fields based on
specified criteria and Gherkin to automate regression testing
 Proxy Product Owner representing ~18 Service groups for more than 2 years
► Initiated the Service groups interaction model for new enhancements and successfully integrated them into the
BAU Agile intake & prioritization processes
► Worked directly with the business, documented requirements, supported the technical and development
assessments, created UA guides, and provided UAT support & issue tracking
► Maintained a healthy prioritized backlog to ensure continuous improvements
► Contributed in Release Planning sessions to prioritize & slot Service enhancements in coordination with the
Sales & Small Business enhancements based on story points and available capacity
► Participated in “go/no go” executive level meetings prior to each release; documenting the MVP (minimal
viable product) required for a “go” decision
► Lead BSA/Product Owner representing Service functionality during a major SRM upgrade to a web based
application; conducted user interviews, documented use cases & process flows, created wireframes, led
demos, scheduled the user group migrations, & provided on-going support to ensure a successful migration
for each group
 CRM & Service SME – Participated in the assessment of new CRM & Case Management applications to replace
Seibel Sales & Service functionality
► Utilized information gathered & documented during the SRM upgrade to fast track the selection of the top 3
vendors
► Participated in Kaizens with the business and each of the top vendors
► Created use cases specific to each line of business for the vendors to create demos of their applications
► Contributed to the executive level presentations & final recommendation for the selected vendor
► Prioritized the stories (use cases & functionality) needed for the POC (Proof of Concept) to validate the
recommended vendor
REFERENCES FURNISHED UPON REQUEST

2. MICHELLE R. GIBBS
177 Cedar Bluff • Louisa, VA 23093 • 540/894-9442 • michellegibbs99@outlook.com
CAPITAL ONE, Richmond, VA 2006 – 2011
Small Business Marketing Acquisitions & Operations Manager
 Hire & manage a team of associates & contractors
► Create a collaborative high performing team
► Manage resource allocation, capacity & prioritization
► Provide formal & informal performance reviews, mentoring & identifying development opportunities
► Create transition & contingency plans during re-orgs & staffing changes
 Manage multiple outbound solicitation channels including direct mail, email & statement for PreScreen & Non-
PreScreen solicitations & the inbound web channel
 Improved operational processes & procedures to meet the growing demand from new lines of business
 Drove marketing efficiencies by leading new initiatives & projects delivering 3 new small business marketing
databases to support PreScreen & Non-PreScreen solicitations, including a trigger database
 Project lead & customer for a $5MM project to build a Small Business Credit Marketing Database which consolidated
processing across 4 vendors and multiple platforms & increased speed to market from 4 months to 6 weeks
 Management & oversight of a primary external vendor housing 4 Small Business databases, accountable for:
► Day-to-day production operations
► Development prioritization & implementation
 Relationship Manager of multiple External Vendors & Internal Service Providers accountable for building interaction
models to clearly define roles & responsibilities ensuring the business gets the most value from suppliers
 Accountable lead representing the business during contract negotiations, the creation of Conditions of Satisfaction,
Statements of Work, Master Service Agreements & Service Level Agreements
 Assess new data and/or service providers & make recommendations based on cost & value
 Manage service outsourcing & insourcing migrations; including training new resources, establishing transition
schedules, clearly communicating business intent & ensuring services met expectations
 Manage vendor fixed & variable costs, annual POs & monthly invoices; track monthly actuals to estimates
 Facilitate monthly senior leadership (VP & above) governance meetings to provide project & strategy updates, as well
as innovation opportunities to gain approvals, prioritization & cost allocations (up to $9MM cost approvals)
 Built a Small Business education & knowledge sharing plan to support new & continued education
 Developed operational controls & metrics to create a Well-Managed business agenda
 Utilized SQL to assist data analysts and audit to ensure marketing files met marketing specifications
CAPITAL ONE, Richmond, VA 2004 – 2006
Senior Business Systems Analyst (Contractor)
 SME & primary analyst for several Lean/Agile initiatives
 Acted as the liaison between development team & production team & between the development team & the business
 Translated business intent for existing & new marketing strategies into technical requirements that could be executed
through the campaign management tool & validated in an analytical environment
 Lead Analyst for multiple projects:
► Defined & documented business & system requirements for development initiatives
► Migrated multiple lines of business from a linear marketing process to an integrated solicitation platform
► Owned the parallel testing (linear to integrated) solicitation process for multiple direct mail channels
► Performed extensive customer data analysis & data validation
 Worked with Legal & Compliance groups to ensure prospect & customer information was managed accordingly
 Redesigned solicitation schedules, identified dependencies & established process management requirements
 Developed & Delivered training on the new platform:
► Created an Introductory “Boot Camp” training documentation
► Created Detailed Functional & Technical training documentation
► Instructor of formal & informal training sessions
► Created detailed Visio Process Flows, SIPOC, RACI, CTQ & Process Narrative documentation
 Accountable for project status & timeline presentations for monthly executive level governance review board
 Owned “What’s In this Release” presentations for end users & production support groups
REFERENCES FURNISHED UPON REQUEST

3. MICHELLE R. GIBBS
177 Cedar Bluff • Louisa, VA 23093 • 540/894-9442 • michellegibbs99@outlook.com
 Lead for redesigning & documenting a new solutions development process
 Contributed to the on-boarding & training of new employees & team members
 Assumed project manager responsibilities during the transition of multiple project mangers
AT&T/AON HUMAN CAPITAL SERVICES (AHCS), Greensboro, NC 1999 – 2004
Senior Business Systems Analyst
 Performed end-to-end business & systems analysis for projects spanning a multitude of HR systems (PeopleSoft, Data
Warehouse, Business Objects, WebSphere applications & other systems)
 Participated in projects, training & production support as the SME/primary analyst for all of AT&T’s management,
represented occupational & non-represented occupational external recruitment & internal staffing systems
 Integrated AT&T international employees & policies into domestic systems
 Lead analyst for the AT&T Employment & Staffing Redesign
 Provided business & systems analysis during the merger & acquisition of MediaOne & AT&T Wireless
 Primary analyst on multiple software & hardware upgrades, including the PeopleSoft 8 Upgrade
 Provided production support on a daily basis including investigating trouble tickets, resolving user/data issues,
developing SQL queries for legal reporting needs, production database updates & table maintenance
 Contributed to company cost savings by analyzing & evaluating new systems to replace outdated/legacy systems
 Assisted in the company-wide transformation to meet SDF Guidelines
 Responsible for activities associated with gathering & documenting business requirements:
► Evaluating/documenting existing systems & new applications to provide fit-gap analysis
► Reviewing & contributing to System Proposals
► Leading business requirements gathering sessions & interviews
► Documenting business objectives, functional rules, use cases, business process definitions, process flow
diagrams, training requirements & project critical success factors
► Informal documentation walkthroughs with internal project team members, developers & testers
► Formal documentation walkthroughs with project sponsors, business partners, impacted vendor support
personnel, HR leaders & select users to obtain formal sign-off on the requirements
► Defining requirements for external systems impacting or impacted by PeopleSoft HRMS
 Translated business/system requirements into technical specifications
 Participated in extensive & rigorous testing during each phase of the software development lifecycle
 Created training & production support documentation, conducted on-site user training & lead train the trainer sessions
PROFESSIONAL ACHIEVEMENTS & AWARDS
 Outstanding Performance & Significant Contributions Award
 Recognition for Process Improvements & Project Initiative
 Intellectually Rigorous Award
 Dedication & Commitment Certificate
 Multiple Awards recognizing Project Work & Teamwork
 Individual Performance Award
 Circle of Excellence Award for the CCSF project (Highest award at Capital One)
EDUCATION
BACHELOR OF ARTS DEGREE, Sweet Briar College
English Major
Government Major
Asian Studies Minor
Company Sponsored Continued Education Courses:
 Capital One
REFERENCES FURNISHED UPON REQUEST

4. MICHELLE R. GIBBS
177 Cedar Bluff • Louisa, VA 23093 • 540/894-9442 • michellegibbs99@outlook.com
► Essentials of Managing Difficult Conversations
► Influencing & Motivation Skills
► Facilitative Leadership
► Managing with Impact
► Role-Based Compliance Training for FS SBS
► Fair Lending
► Lean & Agile Training
► Six Sigma Training
► Structured Thinking & Writing
► Increasing Communication Effectiveness – Advanced
► Process Excellence for Process Owners
► Personal Presence
► Advanced Agile Training
► SAFe Training
► Product Owner Training
► Version One Power User
► Red Hat Beginner Class
► Salesforce Admin Trailhead
 AT&T
► Data Requirements Analysis & Modeling
► Information Technology Requirements Framework
► Software Development Framework
► Process & Function Modeling
► Data Modeling
► Extensive PeopleSoft 7 & 8 HR applications
REFERENCES FURNISHED UPON REQUEST