Terri A.

Hickenbottom
836 Ringfield Road, Virginia Beach, VA 23454
757.426.9334 - Home
757.581.6284 - Cell
OBJECTIVE
A challenging position where administrative experience, motivation and a commitm
ent to excellence will be utilized and advanced.
SUMMARY OF QUALIFICATIONS
An experienced, dedicated, detail oriented self-motivated leader possessing 18 y
ears of experience sizing up situations, analyzing facts and developing alternat
ive courses of action in order to achieve and exceed desired results. Areas of e
xpertise 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 applica
tion access management, ensuring compliance with appropriate standards and polic
ies to protect Company information assets. Serve as business stakeholder with Te
chnology Services on select North American and Group application management init
iatives. Manage relationships to ensure business needs are met with the appropri
ate 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 c
ommunication of these developments. Apply compliance; maintain HSBC internal con
trol standards, including the timely implementation of internal and external aud
it points together with any issues raised by external regulators; adhere strictl
y to compliance and operational risk controls in accordance with HSBC and regula
tory standards, policies and practices; report issues and operational loss event
s. Abide by human resources and other HSBC policies in support of our ethical an
d 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 unit
s. Assist departments in developing practices that adhere to internal policies a
nd ensures regulatory compliance. Plan and conduct audits, investigations, and s
pecific reviews; report all results. Respond to all regulatory issues when neces
sary. Assist and support the Learning and Development department in all new hire
compliance training. Research and maintain awareness of policies, laws, and reg
ulations affecting the business units. Conduct specialized audits and investigat
ions of multiple areas of Collections and Operation Support to ensure quality of
work and compliance with internal/external policies and regulations. Provide de
tailed summary reporting of findings. Research and respond to regulatory issues
that arise. Communicate major issue to management as necessary. Establish priori
ties and project allocation for Quality Assurance Specialists. Provide managemen
t direction, training, recommendation for development and oversight of associate
d projects; including the review and approval of work. Attend and participate in
meetings discussing relevant audit and compliance issues. Identify and report c
ompliance deficiencies and areas where additional compliance procedures are nece
ssary. Adhere strictly to compliance and operational risk controls in accordance
with Company and regulatory standards, policies and practices; report control w
eaknesses, compliance breaches and operational loss events. Provide management d
irection 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 Te
mporary Work Assignment (TWA) managing projects within the Operation Support Dep
artment 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 b
enefits within timeframes and budget. Identify and track milestones, deliverable
s, risks, issues, and changes within the schedule. Responsible for project risk
management by identifying, assessing, managing and minimizing project risks to s
uccessful project completion. Interview suppliers to obtain prices and specifica
tions, solicit bids, prepare and analyze requests for quotation, select purchase
s, execute orders, and schedule delivery. Compare prices, specifications and del
ivery dates and purchase items from company with the lowest bid. Follow up and e
xpedite deliver of shipment if necessary. Complete purchase transactions prepari
ng and ensuring that purchase orders are processed and proper records are mainta
ined. 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. Pr
epare flowcharts; integrated gathered information and present in logical/managea
ble components. Write detailed specification; develop practical solutions to pro
blems. Prepare associated documentation, department instructional manuals (DIM),
and functional instruction manuals (FIM), procedures and process flows for comp
lete 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 log
istics, and assisted with creating PowerPoint slide presentation for review. Per
formed special projects, and additional duties and responsibilities as assigned.
Excellent communication skills, initiative, organization skills, teamwork, prob
lem solving, and personal accountability. Ability to properly prioritize tasks e
ffectively 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 dail
y routine. Ensure established standards, policies and guidelines to protect cust
omer information to comply with applicable consumer laws and regulations are bei
ng met by assisting Corporate Information Security. Review current business prac
tices, processes and systems used to identify and mitigate risk. Provide Line of
Business partner's detailed analysis of identified risks by; providing alternat
ive 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 fol
lowed. Knowledge of state and federal regulations some being Regulation A, Regul
ation B and Regulation Z.
CROG - Unit Manager, Bankruptcy Department April 2005 - December 2005
Responsible for ensuring the proper training, coaching and development of 22 ass
ociates while providing honest and effective feedback. Developed all reporting s
tatistics for the unit and individual associate statistics daily, monthly and an
nually. This information was placed into an Excel spreadsheet for review by the
management team. Experienced in handling executive complaints, escalated calls a
nd achieving results while maintaining a high level of professionalism. Develop
and maintain procedures for all functional areas within the National Support Ban
kruptcy division. System knowledge of Total Systems II (TSYS), CROSS Desktop, Mi
crosoft Excel, Word, PowerPoint, and Visio. Department displaced, position elimi
nated.
CROG - Compliance Officer, Internal Governance Department November 2002 - April
2005
Actively participate as Privacy Business Unit Representative for the Consumer Ri
sk Operations Group (CROG). Coordinate, oversee and communicate privacy issues/b
reaches to each Line of Business manager and Compliance Risk Management. Impleme
nt policies and procedures outlined in Privacy guidelines to ensure compliance w
ith privacy requirements and establish processes to ensure privacy incidents and
security breaches are escalated and resolved and adhering to Privacy Event repo
rting guidelines. Worked on initiatives to increase awareness, and making good p
ractices a part of daily routine. Ensure established standards, policies and gui
delines to protect customer information to comply with applicable consumer laws
and regulations are being met by assisting Corporate Information Security. Direc
tly involved with Risk partners and business management to assist project manage
rs on multiple Greenbelt initiatives. Review current business practices, process
es and systems used to identify and reduce risk. Provide Line of Business partne
r's detailed analysis of identified risks by; providing alternative solutions/pr
ocesses, developing new process flows and re-writing procedures and process maps
from the recommended action plans for Consumer Card Collections. Perform intern
al reviews to affirm that regulatory issues and policies are followed. Review pr
ocesses to identify and mitigate risk. Knowledge of state and federal regulation
s 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 Operations Project Liaison for CROSS/C
ACS implementation. Provided project managers and program developers with advanc
e information pertaining to National Support processes to ensure the data design
s for the CROSS desktop were created without losing any critical information. Re
viewed and evaluated all National Support data designs for thoroughness and inte
grity. Independently created and maintained the test scripts for testing all Nor
folk National Support functions. Team Manager - Responsible for managing the ope
ning, counting, sorting, and delivery of daily incoming mail for all associates
within the Operations Support/Collections Divisions. Mail was delivered to over
700 employees within these divisions that averaged approximately 45,000 pieces o
f incoming mail each month. Ensuring the proper training, coaching and developme
nt of 20 associates while providing honest and effective feedback. Meet monthly
with each associates to discuss productivity and audit scores, quarterly Manage
Your Own Performance (MYP) and annual performance appraisals. Creating and maint
aining functional work flows of responsible area. Established productivity and p
erformance goals for associates to achieve. Experienced in handling executive co
mplaints, escalated calls and achieving results while maintaining a high level o
f professionalism. Developed and maintained procedures manual for five (5) funct
ional areas within the National Support department. Managed the daily distributi
on of account volume to ensure all work was being processed and compliance stand
ards were being met. System knowledge of Total Systems II, CROSS Desktop, RMS, M
icrosoft Excel, Word and PowerPoint and the Data Security system.
* Project liaison for the transition of National Support to Norfolk, Virginia f
rom Phoenix, Arizona.
* Project liaison for the transition of National Consumer Credit Counseling Ser
vices/Debt Management process to Norfolk, Virginia from Phoenix, Arizona.
* Project liaison for the Accounting 2000 transition team.
* Project liaison for the Y2K testing team. Created and maintained test scripts
for all National Support functions for testing of accounts.
CROG - Lead Operations Representative, Operations Support Department March 1995
- August 1997
CROG - MIS Analyst, Risk Management MIS Department October 1993 - March 1995
CROG - Data Entry Clerk, Recovery Department December 1991 - October 1993
EDUCATION
General Equivalency Diploma (GED) June 1987
Republic of Panama
Training
* Green Belt Certified - Training Week 1 and Week 2
* Design For Six Sigma (DFSS) Training
* 7 Habits of Highly Effective People
* Manage by Facts
* Microsoft Access, Excel, PowerPoint, Word, Visio and Access
* Writing Workshop
* Assertive Communication
* Facilitative Leadership
* Ethics Awareness
* Privacy/Data Protection Awareness
Additional activities and involvement
* Active member in Employee Involvement Committee
* Virginia International Arts Festival Tattoo Liaison Officer (1995 - 2006)
* Virginia Zoo, "Zoo to Do" Annual Fundraiser Liaison Officer (2001 - 2005)