JOANNE LUBODA

Charlotte, NC
Phone 484.744.2252
mailto:jluboda126@gmail.com http://www.linkedin.com/in/joanneluboda

SUMMARY OF QUALIFICATIONS
Proven track record with 7 years Client Relationship Management experience building/improving client loyalty by
relationship building, resolving complex situations, and managing implementation teams and projects. I have represented
national and global organizations, both large and small, that provide banking and financial software products and solutions.
Im a management professional who thrives in a company when I can use my strategic thinking, organization and leadership
skills. My experience includes selling and negotiating contracts, managing project implementations, and identifying new
ways to satisfy and grow customer relationships.

PROFESSIONAL SKILLS
Communications
Risk Management
Training
Leadership
Contract/Policy
Analysis

Employee Relations
Strategic Thinking
Mentoring
Organized
Influencing and
Negotiating

Recruiting
Collaboration
Research and Analysis
Project Management
Complex Problem
Solving

Relationship Building
Decision Making
Documentation
Microsoft Office
Efficiency
Improvement

Time Management
Motivating
Reporting
Change Management
Customer Service

PROFESSIONAL EXPERIENCE
FIDELITY NATIONAL INFORMATION SERVICES (FIS)

2004-2014

FIS employs more than 39,000 people worldwide responsible for software, services, and technology outsourcing
solutions that drive todays financial institutions.

Client Relationship Manager (2007-2014) Charlotte, NC

As a Client Relationship Manager (Client Services Delivery Manager, Customer Success Manager, Client Success
Manager) I was responsible for overall client account satisfaction, relationship building, primary escalation
contact for client and employee, retention, budgeting, and sales. I worked to ensure positive daily interactions
and customer and employee loyalty while supporting large financial institutions in both domestic and
international market sectors. During my tenure, I was responsible for approximately 10-12 client accounts.

Direct-sourced, recruited and placed contract senior level staffing talent for extended international client
engagements generating over $1M per year in revenue.

Increased client loyalty test scores by 90% within 1 year by taking over the business relationship of three (3)
newly assigned clients. Effectively established new clients and turned unhappy existing clients into satisfied
clients by quickly learning the organization, seeing the challenges, and suggesting appropriate alternatives in
very tight constraints. Results reflected by increased sales and client satisfaction and retention.

Management skills exemplified by the ability to bring diverse groups together on project implementations to
arrive at desired solutions. I brought a technical background to this role providing a broader understanding of
the software development lifecycle which established more effective communications, clarification of task
assignments with resource managers and reduced escalations.

Successful management and mentoring of indirect employees. Ability to adapt both communication and
management styles to all levels of the organization to complement the needs of my clients, co-workers, and
team. Conducted performance reviews and resolved any labor issues, benefits concerns, and legal contract
term issues.

JOANNE LUBODA

Demonstrated leadership and training capabilities by strategically reorganizing an ineffective project team by
establishing regular meetings, creating and mandating process procedures making the team more productive
and confident in fulfilling their roles. The development and training of this new delivery model increased trust
and morale. Project risk decreased leading to smoother, more successful on time deliveries and satisfied
clients.

Proficient in Microsoft Office software and tracking tools including (Outlook, Word, Excel, PPT). Prepared and
presented proposals and presentations, agreements and contracts.

Senior Client Support Business Analyst (2004-2007) Malvern, PA

In this role I provided first line support as the voice of the organization for assigned clients in relationship
building and speedy resolution for all client issues.

Coordinated quarterly software releases, advised and trained clients on procedures and processes.

Responsible for proactively documenting and reporting all work and workflows.

SANCHEZ COMPUTER ASSOCIATES (Acquired by FIS in 2004)

Mid-size organization -IT Banking and Financial Products and Services Provider

1998-2004

Quality Assurance Analyst III, Malvern, PA

As a QA Analyst III, my key responsibility was to ensure the highest level of quality and customer satisfaction
by best practice test plan writing and testing.

Developed a Test Plan Strategy testing checklist that improved uniform testing, efficiency and cost
effectiveness by increasing test time and results. Instituted as department published document.

Designed, implemented, and maintained a web based Team Site as project test manager for a large project.

EDUCATION
University of Phoenix PA and NC Campus
Bachelor of Science | Business Management 2013
Concentration in Human and Fiscal Resources, Global Business Strategies, Public Relations

CERTIFICATIONS

Central Piedmont Community College

Human Resources Certificate Program - 2015
Courses - Human Resource Fundamentals, Best Practices, Employment Law, Employee Relations,
Compensation and Benefits, Recruitment and Retention
Penn State University
Certificate in Business Writing for Technical Professionals

ORGANIZATIONS

Delta Mu Delta - (International Business Honor Society) Board Member Charlotte, NC Chapter
CASHRM (Society of Human Resource Management Charlotte, NC Chapter)
CHARLOTTE WORKS- CAREER CENTER (Volunteer -2015)
A private/public partnership that brings together Charlotte area resources to engage, empower and employ
Charlottes workforce.

Orientation/Presentation Facilitator, Charlotte, NC

Conduct Orientation/Presentations to newly registered participants on the overall mission and career
resources available at Charlotte Works.

Provide insights and guidance on program value and services.