Terri A. Hickenbottom
836 Ringfield Road, Virginia Beach, VA 23454
[Send email to request phone number] 26.9334 - Home
[Send email to request phone number] 81.6284 - Cell
OBJECTIVE
A challenging position where administrative experience, motivation and a
commitment to excellence will be utilized and advanced.
SUMMARY OF QUALIFICATIONS
An experienced, dedicated, detail oriented self-motivated leader possessing 18
years of experience sizing up situations, analyzing facts and developing
alternative courses of action in order to achieve and exceed desired results.
Areas of expertise include:
* Six Sigma/Design for Six Sigma
* Oral and Written Communication skills
* Extensive supervisory experience
* Exceptional training and instructional skills
* Eight years counseling up to 47 associates
* Relationship Building
* Problem resolution
* Microsoft Excel, Word, PowerPoint, Visio, Access, MS Project
PROFESSIONAL EXPERIENCE
HSBC North America July 31, 2006 - June 22, 2010
Consultant - Information Security Risk (AVP) March 16, 2009 - June 22, 2010
Home worker that assists in managing and updating business processes for
application access management, ensuring compliance with appropriate standards and
policies to protect Company information assets. Serve as business stakeholder
with Technology Services on select North American and Group application
management initiatives. Manage relationships to ensure business needs are met
with the appropriate level of prioritization and balance of efforts with risk
management exposure. Work with other areas of the Company to progress the
information risk program. Remain current on developments affecting information
risk; ensure appropriate communication of these developments. Apply compliance;
maintain HSBC internal control standards, including the timely implementation of
internal and external audit points together with any issues raised by external
regulators; adhere strictly to compliance and operational risk controls in
accordance with HSBC and regulatory standards, policies and practices; report
issues and operational loss events. Abide by human resources and other HSBC
policies in support of our ethical and respectful work environment. Complete
other responsibilities, as assigned.
Unit Manager - Quality Assurance April 15, 2008 - March 13, 2009
Manage quality assurance and compliance activities within assigned business
units. Assist departments in developing practices that adhere to internal
policies and ensures regulatory compliance. Plan and conduct audits,
investigations, and specific reviews; report all results. Respond to all
regulatory issues when necessary. Assist and support the Learning and Development
department in all new hire compliance training. Research and maintain awareness
of policies, laws, and regulations affecting the business units. Conduct
specialized audits and investigations of multiple areas of Collections and
Operation Support to ensure quality of work and compliance with internal/external
policies and regulations. Provide detailed summary reporting of findings.
Research and respond to regulatory issues that arise. Communicate major issue to
management as necessary. Establish priorities and project allocation for Quality
Assurance Specialists. Provide management direction, training, recommendation for
development and oversight of associated projects; including the review and
approval of work. Attend and participate in meetings discussing relevant audit
and compliance issues. Identify and report compliance deficiencies and areas
where additional compliance procedures are necessary. Adhere strictly to
compliance and operational risk controls in accordance with Company and
regulatory standards, policies and practices; report control weaknesses,
compliance breaches and operational loss events. Provide management direction to
foster effective selection, development, and reward of subordinates while
contributing to initiatives in support of the Company's Diversity programs.
Position eliminated - displaced.
* At the request of the Senior Vice President Site Directors, currently on a
Temporary Work Assignment (TWA) managing projects within the Operation Support
Department as the Strategy & Support Manager
Strategy & Support Manager July 31, 2006 - May 2008
Responsible for creating project plans and schedules and track progress against
plan. Establish project milestones that reflect realization of agreed business
benefits within timeframes and budget. Identify and track milestones,
deliverables, risks, issues, and changes within the schedule. Responsible for
project risk management by identifying, assessing, managing and minimizing
project risks to successful project completion. Interview suppliers to obtain
prices and specifications, solicit bids, prepare and analyze requests for
quotation, select purchases, execute orders, and schedule delivery. Compare
prices, specifications and delivery dates and purchase items from company with
the lowest bid. Follow up and expedite deliver of shipment if necessary. Complete
purchase transactions preparing and ensuring that purchase orders are processed
and proper records are maintained. Plan and schedule events required for
completion of the purchasing process. Evaluate and monitor vendor performance
based on knowledge of prices, delivery, and information received from departments
and Sister Sites. Evaluate corporate requirements; investigate alternatives to
identify/recommend best practices. Prepare flowcharts; integrated gathered
information and present in logical/manageable components. Write detailed
specification; develop practical solutions to problems. Prepare associated
documentation, department instructional manuals (DIM), and functional instruction
manuals (FIM), procedures and process flows for complete operation of units to
ensure compliance to Federal, State, OCC, Regulatory, and Vendor Management
guidelines. Managed a budget of $75,000.00 for a one day associate celebration
banquet for 550 associates. Acted as liaison between HSBC, city and state
organizations and vendors. Negotiated contracts, coordinated logistics, and
assisted with creating PowerPoint slide presentation for review. Performed
special projects, and additional duties and responsibilities as assigned.
Excellent communication skills, initiative, organization skills, teamwork,
problem solving, and personal accountability. Ability to properly prioritize
tasks effectively in a constantly changing environment.
Bank of America, Norfolk, Virginia December 16, 1991 - July 2006
Consumer Risk Operations Group (CROG) - Compliance Officer, Internal Governance
January 2006 - July 2006
Work on initiatives to increase awareness, to make good practices a part of
daily routine. Ensure established standards, policies and guidelines to protect
customer information to comply with applicable consumer laws and regulations are
being met by assisting Corporate Information Security. Review current business
practices, processes and systems used to identify and mitigate risk. Provide Line
of Business partner's detailed analysis of identified risks by; providing
alternative solutions/processes, developing new process flows and re-writing
procedures and process maps from the recommended action plans for Consumer Card
Collections. Perform internal reviews to affirm that regulatory issues and
policies are followed. Knowledge of state and federal regulations some being
Regulation A, Regulation B and Regulation Z.
CROG - Unit Manager, Bankruptcy Department April 2005 - December 2005
Responsible for ensuring the proper training, coaching and development of 22
associates while providing honest and effective feedback. Developed all reporting
statistics for the unit and individual associate statistics daily, monthly and
annually. This information was placed into an Excel spreadsheet for review by the
management team. Experienced in handling executive complaints, escalated calls
and achieving results while maintaining a high level of professionalism. Develop
and maintain procedures for all functional areas within the National Support
Bankruptcy division. System knowledge of Total Systems II (TSYS), CROSS Desktop,
Microsoft Excel, Word, PowerPoint, and Visio. Department displaced, position
eliminated.
CROG - Compliance Officer, Internal Governance Department November 2002 - April
2005
Actively participate as Privacy Business Unit Representative for the Consumer
Risk Operations Group (CROG). Coordinate, oversee and communicate privacy
issues/breaches to each Line of Business manager and Compliance Risk Management.
Implement policies and procedures outlined in Privacy guidelines to ensure
compliance with privacy requirements and establish processes to ensure privacy
incidents and security breaches are escalated and resolved and adhering to
Privacy Event reporting guidelines. Worked on initiatives to increase awareness,
and making good practices a part of daily routine. Ensure established standards,
policies and guidelines to protect customer information to comply with applicable
consumer laws and regulations are being met by assisting Corporate Information
Security. Directly involved with Risk partners and business management to assist
project managers on multiple Greenbelt initiatives. Review current business
practices, processes and systems used to identify and reduce risk. Provide Line
of Business partner's detailed analysis of identified risks by; providing
alternative solutions/processes, developing new process flows and re-writing
procedures and process maps from the recommended action plans for Consumer Card
Collections. Perform internal reviews to affirm that regulatory issues and
policies are followed. Review processes to identify and mitigate risk. Knowledge
of state and federal regulations such as Regulation A, Regulation B and
Regulation Z.
CROG - Project Manager / Team Manager, Operations Support Department August 1997
- November 2002
Project Manager - National Support System |
