1. JULIE LAUX
(480) 883-9128 (Home)
(602) 471-1567 (Cell)
Email: JulieLaux@cox.net
QUALIFICATIONS:
 Extensive Project Management, call center management, and quality analysis experience
 Successfulproject and timeline management
 Demonstrated planning, implementation, leadership and communication skills
 Ability to work independently and in teams to support both internal and external customer
needs/expectations
EXPERIENCE: CHASE (1990 – 2015)
Project Manager – Mortgage Express (February 2013 – May 2015)
 Lead/manage diverse teams of business and technology partners resulting in on time/in scope delivery
of multiple projects within the Consumer Originations division
 Identify, manage and prioritize issues/risks to milestones
 Manage project delivery timelines and milestones to ensure initiatives remain on track
 Partner with Communications/Policy/Procedure teams to ensure successfulcommunication/training for
each initiative is achieved
 Support project testing and implementation
Mortgage IVR Channel Manager (April 2009 – February 2013)
 Utilize caller activities to identify and manage IVR initiatives to improve self service functionality
 Oversee development/management of IVR infrastructure, environment and application changes
 Manage a team responsible to conduct UAT for all IVR enhancements and cross impacting corporate
initiatives
 Conduct employee focus groups to gather feedback and information provided to them by customer
base as well as employee observations
 Manage successfulimplementations of new and existing IVR systems used by Chase Mortgage
Servicing and Default customers. (Zero defects or issues for IVR deployments since 2009)
 Partner with Quality Servicing and Click Fox teams to respond to customer behavior and trends.
 Improved automation usage and customer authentication on average of 5.75%
 Line of business representative for Chase global IVR initiative
Quality Analyst/ Test Lead – Chase Home Finance (June 2008 – April 2009)
 Analyze business application requirements to prepare test strategies
 Conduct test planning sessions for assigned projects with appropriate business partners
 Partner with business teams to ensure all requirements were satisfied with test scenarios
 Utilizing Quality Center, detail IST and UAT test cases/sets. Confirm all project requirements were
recorded and linked to test cases
 Create test plan for business partners to follow test cases in Quality Center
 Ensure all testing from a business perspective was completed within project timelines
IVR BusinessAnalyst – Enterprise Contact Center Solutions (February 2007 – June 2008)
 Analyze business requirements to determine best IVR flow and design for development team
 Partner with business units to review business requirements and propose appropriate IVR options
 Document and communicate design specifications to development teams
 Ensure successfultesting and deployment of changes from a technical and userperspective
 Review corporate initiatives to determine technology changes orimpacts
 Successfultesting and deployment of application changes for corporate initiatives
 Exceed goal of 3% margin of error defects metric during business UAT. Defect margin was 1.5%
 Achieved 99% change success rate for production deployments

2. Product Manager – Mortgage and Auto IVR applications (April 2000 – February 2007)
 Organized employee focus groups to gatherfeedback and information provided to them by customer
base as well as their observations
 Participated in and managed customer focus group sessions.Compiled information to present to IVR
management for project consideration
 Documented IVR business requirements for presentation to technology partners
 Managed successfulimplementations of new and existing IVR systems used by all retail and small
business customers
 Improved automation usage on average of 5.75% for Mortgage and Auto IVR’s
 Completed successfulrewrite of Payment automation functionality which earned line of business an
additional $1,238,650 in revenue the first 12 months of design
 Automated Promise to Pay functionality – Business saw a 3% decrease of monthly call volume to
Default departments
 Planned, implemented and tested ongoing enhancements and modification of new features in res ponse
to client needs as determined by customer behavior, business changes/requirements or surveys
 Ensured that external vendordelivered code changes in a timely and accurate manner
 Ensured quality standards were met and worked with call center teams to determine additional
improvements
Systems Development / Project Management (November 1998 – April 2000)
 Managed group of technology staff that supported Mortgage originations and call centers which
included: IVR design,product support,systemupgrades. 800 number call routing and management
of plans
 Gathered and documented business requirements for Home Equity IVR application
 Managed vendorrelationship for Mortgage.(IVR and Telephony)
 Project and test management for other technology initiatives requested by line of business
Systems Development / Lead Call Center Project Manager (January 1997 – November
1998)
 Line of business liaison for National Call Center systems development and requirements gathering
 Work with technical teams to identify and implement technical enhancements and improvements
(Desktop, IVR and Servicing research applications)
 Managed user acceptance testing team for applications identified
 Communicated call center systems changes and enhancements to all affected units
Telephone Banking Call Center and Technology / Telecommunications Manager
(November 1995 – January 1997)
 Managed Retail Deposits Sales and Service group
 Established first Southwestern Consumer Banking sales team
 Maintained acceptable controls for teams to ensure customer service and profitability metrics
 Member of a team that successfully integrated 29 call centers into 2 national sites
 Responsible for analyzing call center applications and proposing potentialchanges to accommodate the
new call center structure (IVR, telephony and desktop)
Manager Retail Lending Customer Service (April 1992 – November 1995)
 Managed Lending Customer Service team
 Successfully implemented incentive programs that included rewards to referring new and existing
loans to Loan By Phone (Referrals increased from $2mm to $11mm in a 12 month period)
 Ensured bank policies and procedures were followed for servicing loan and line products (Every
internal bank audit passed with a satisfactory rating)
 Maintained acceptable service levels while monthly call volumes continued to increase
 Worked with Marketing to establish Credit Line campaigns and communications

3. Quality Control / Work FlowManager (March 1991 – April 1992)
 Established service quality monitoring standard for Loan By Phone
 Monitored Loan By Phone service levels
 Reviewed department service levels and recommended potential changes to staffing levels
 Created various staffing and service level reports for management review
Supervisor / Project Coordinator Retail Lending (February 1990 – March 1991)
 Project participant responsible for creating the first Retail Lending Customer Service group in AZ
 Programmed and maintained IVR application that serviced installment loan and credit line inquiries
 Programmed and maintained AT&T Call Management Systemfor the Customer Service team
 Supervised staff of 8 employees
 Assisted in creation of service quality standards
 Created staffing and service level reports for management review
EDUCATION:
 Attended Northern State University Aberdeen SD. Emphasis on business courses
 General banking, management and technical courses offered internally and externally.
SKILLS:
 SQL
 Microsoft Suite (Excel, Word, PowerPoint, Visio, Outlook and Project)
 SDLC
 Ability to lead and drive for results
 Quality and zero defects results driven
 Clarity (Project Management Tool)
 ALM Quality Center
 Live link
 Web stats reporting tools