Sharnise Spence
Richmond
Summary
Qualified project and program manager, with strong background in managing complex projects from inception to completion. Successfully led cross-functional teams, ensuring timely delivery and stakeholder satisfaction. Demonstrated expertise in strategic planning and risk management, consistently driving project goals and maintaining high standards of quality and efficiency.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Manager, Project Management Office
Capital One
2025 - Current
- Assist in organizing and overseeing assignments to drive operational excellence across Capital One's Card Data Project Management Office.
- Facilitate the successful completion of high-priority projects, managing resources effectively and maintaining close collaboration with all stakeholders.
- Foster a culture of accountability within the PMO team by setting clear expectations and providing regular feedback on performance.
- Achieve successful project delivery by closely monitoring progress, ensuring timely deliverables, and addressing potential risks proactively.
- Champion process improvements through ongoing evaluation of existing frameworks, identifying gaps or inefficiencies, and proposing solutions to address areas requiring refinement.
Program Manager - Enterprise Technology
Capital One
02.2022 - 01.2025
- Program Manager for Capital One Coders program - Enterprise Technology’s Community Impact and Investment program.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Managed program governance model, which included 14 international locations, over 2,000 volunteers a year, and multiple community partners across the company’s footprint.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Managed multiple strategic projects with numerous sub-projects or workstreams, delivering thousands of associate volunteer hours per year.
Principal Project Manager – Card Integrated Delivery Office
Capital One
11.2017 - 02.2022
- Responsible for governance, risk assessment, milestone management and intent delivery at the Program-level for Capital One Enterprise/US Card business integrations and platform upgrades.
- Championed change management initiatives within the organization, ensuring seamless adaptation to new processes and technologies.
- Led cross-functional teams for successful completion of high-stake projects within budget and timeline constraints.
- Conducted thorough risk assessments to identify potential obstacles, devising contingency plans to minimize disruptions to project timelines.
- Streamlined project management processes by implementing agile methodologies, resulting in increased efficiency and reduced timetomarket.
Project Manager – Channels Ops Analysis
Capital One
10.2016 - 11.2017
- Worked as a project manager within Capital One's US Card Customer Channels department, supporting large scale business integrations and projects.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Learning and Development Specialist
Capital One
07.2014 - 10.2016
- Created management and new hire training content (Articulate, Studio 13, Story Line)
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate training content.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
Senior Frontline Specialist - Digital Operations
Capital One
09.2013 - 07.2014
- Fielded agent questions and concerns regarding customer issues with the Capital One website.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
Customer Service Coordinator- Card Services
Capital One
08.2012 - 09.2013
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
Customer Care Rep
Cox Communications Inc.
01.2011 - 01.2012
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
Order Entry Specialist
QVC, Inc.
01.2008 - 01.2009
- Enhanced order accuracy by meticulously reviewing and entering customer data into the system.
- Exceeded performance targets consistently through diligent work ethic and commitment to delivering excellent results on each task undertaken.
- Maintained up-to-date knowledge of product offerings, enabling accurate order entry and informed customer service interactions.
- Streamlined order processing time by efficiently organizing and prioritizing workload.
- Safeguarded client information by adhering to strict confidentiality policies and data protection regulations.
Education
Liberal Arts-Psychology
Virginia State University
01.2008
Skills
- Employee training
- Associate development
- Proficient in MS Office
- Agile methodology expertise
- Integration management
- Project coordination
- Earned value management
- Project integration management
- Waterfall project management
- Jira project management
Certification
- Certified Scrum Master
- Certified Scrum Product Owner
Timeline
Program Manager - Enterprise Technology
Capital One
02.2022 - 01.2025
Principal Project Manager – Card Integrated Delivery Office
Capital One
11.2017 - 02.2022
Project Manager – Channels Ops Analysis
Capital One
10.2016 - 11.2017
Learning and Development Specialist
Capital One
07.2014 - 10.2016
Senior Frontline Specialist - Digital Operations
Capital One
09.2013 - 07.2014
Customer Service Coordinator- Card Services
Capital One
08.2012 - 09.2013
Customer Care Rep
Cox Communications Inc.
01.2011 - 01.2012
Order Entry Specialist
QVC, Inc.
01.2008 - 01.2009
Manager, Project Management Office
Capital One
2025 - Current
Liberal Arts-Psychology
Virginia State University
Key Strengths
- Outstanding work ethic and proven results; exceptional organizational and communication skills (well-managed); high level of commitment to team work and productivity
- Extensive knowledge of adult learning behaviors and highly skilled in coaching and development
- Strong focus on delivering results across multiple groups/platforms; Experience in both Project Management/Delivery and Program Management for Community/Associate Development Programs
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