Danielle Byrd, MBA, Csm
About Danielle Byrd, MBA, Csm
Danielle Byrd, MBA, CSM, is a Transformation Manager at Fannie Mae's Customer Care Support Center with extensive experience in business analysis and project management.
Professional Role at Fannie Mae
Danielle Byrd currently serves as the Transformation Manager for the Customer Care Support Center at Fannie Mae. In this role, she leads efforts to transform and improve customer support processes, policies, and systems. She focuses on enhancing service delivery, ensuring that SLAs are exceeded, and providing customers with efficient and accurate resolutions to their inquiries.
Previous Experience
Danielle Byrd has held various positions across several organizations. She was a Sr. Business Analyst/Non-Technical Project Manager III at Fannie Mae from 2013 to 2018. Before that, she worked as a Sr. Strategy Business Analyst at Audi of America for 9 months. She also served as a Sr. Business Analyst at Sprint from 2009 to 2012, a Data Research Analyst at CARFAX from 2007 to 2009, and an Underwriter/Loan Processor/Post Closer at First Savings Mortgage Corporation from 2003 to 2007. Additionally, she worked as a Research Assistant at the United Nations Economic Commission for Europe in 2000 and served in the US Army as a Medical Specialist and Army from 1994 to 1998.
Education and Certifications
Danielle Byrd holds multiple advanced degrees. She earned a Master of International Management (MIM) from the University of Maryland from 2007 to 2009 and an MBA from the same university from 2005 to 2007. She also holds a Master of International Commerce & Policy from the George Mason University - Schar School of Policy and Government, achieved from 2001 to 2002, and a B.A. in Government and International Politics from George Mason University, completed from 1998 to 2001. Additionally, she is a certified Scrum Master (CSM).
Change Management Initiatives
At Fannie Mae, Danielle Byrd developed and executed a comprehensive change management plan that addressed changes concerning people, processes, and technology. Her approach included stakeholder analysis, coaching plans, communications, training, and resistance management plans. These initiatives have played a crucial role in helping the organization adapt to new policies and systems effectively.
Leadership and Influence
Danielle Byrd is recognized for her exceptional leadership skills, particularly in influencing large, diverse groups through fact-based analysis and decision-making. She is known for excellent listening skills and respect for others’ perspectives and contributions. Her ability to offer constructive feedback and accept and grow from feedback received has been instrumental in her professional success.