Abigail Howard Email & Phone Number

Alphen Aan Den Rijn, Nl

• Lead cross-divisional contact center optimization project to increase customer experience and digital enablement while lowering costs by implementing omnichannel support, chatbots, AI tools, and data analytics to drive insights. • Lead operational excellence team of analysts, managers, and contractors, shaping their career growth and providing regular feedback for areas of strength and improvement.• Partner closely with and influence senior leaders and C-suite executives to drive long-term value for their functions by advising and driving decision making for prioritization of initiatives, optimization efforts, and customer-facing strategies. • Track all investments and savings with projected year-over-year forecast budget impact and roles for global contact centers.

Alphen Aan Den Rijn, Nl

• Led cross-functional global teams for programs that improve processes and productivity across functions, including project set up, leading the PMO, providing recurring executive updates and recommendations for enhanced decision making. • Managed, mentored, and guided analysts and contractors on ongoing projects and with their professional goals. • Accomplished lowering credit card fees by 35% for North American business units achieving millions of dollars in run rate savings over a 5-year period, while business revenue and collections grew by 24%. • Investigated and recommended new approaches for realizing savings and optimizing operational processes related to company-wide technology functions such as software, infrastructure, enterprise systems, workplace technology, etc. • Partnered closely with C-suite and senior stakeholders across the company to drive value for their function, including presenting biweekly program updates to executive leadership• Reduced annual spend by millions of dollars with the largest software vendor by eliminating unused software and rightsizing license types. • Collaborated with functional business owners to build 3-year divisional strategy for Global Business Services • Negotiated and managed ongoing relationships with third-party vendors for new services and to maximize value from the partnerships, including analyzing and overseeing benchmarking exercises to diagnose high-spend areas.• Redefined and improved recruiting and onboarding processes to build out team of analysts, managers, and contractors. • Continued leading an employee resource group supporting women in their career development. Won the Global Sustainability Award: Volunteer of the Year for creating a more inclusive and supporting environment for employees throughout the company

Alphen Aan Den Rijn, Nl

• Led company-wide project to reduce maintenance and digital storage spend by millions of dollars by liaising with technical experts to understand complexities, endorsing enhanced storage performance at lower prices, and driving the implementation plan. • Analyzed 4+ years of transaction-level customer payment data across 9 business units and created a dashboard to calculate and track savings, enabling strategic decision-making and visibility to divisional leadership and senior stakeholders. • Developed and executed recommendations for reducing payment processing fees by publishing articles and FAQs, sharing scripts with customer service teams, updating renewal packets, and sending customized emails to 50K+ customers. • Expedited technology implementation of recommended customer-facing invoice updates to drive customer behavior by ~6 months by highlighting business value to business and technology teams and prioritizing the work for my projects. • Streamlined payment process and reduced manual labor on internal collections teams reducing DSO for the company.• Founded and led the first DE&I employee resource group for women at Wolters Kluwer reaching 1,000+ employees to advance career development through networking and events, mentorship, and learning and development opportunities.

Worldwide, Oo

• Drove the planning and completion of execution plans and detailed roadmaps for 12 global functions for a spin-off from a global financial services company, to identify and align interdependencies across 4000+ program milestones. • Defined the strategy to fast-track an IT digital transformation by identifying milestones, potential risks, investment requirements, and the future operating model, culminating in a 2-day alignment workshop for 50+ clients • Owned relationships with VP-level clients and facilitated cost estimation efforts and identified business and technology requirements across the entire corporate landscape of a Fortune 500 financial institution. • Supported technology cost estimation efforts and development of presentations to enable C-suite decision-making for a financial services company. • Managed workload and schedule for Business Analyst and remote Consultant through daily and weekly communications, providing feedback at regularly scheduled check-ins, as well as guide other junior colleagues. • Collaborated with the Global M&A Learning Team to develop international trainings, and supported the Tri-State Women in M&A Committee to plan and carry out social events at the NYC Office.

Worldwide, Oo

• Developed the strategic future-state processes and transition plans for tracking 9 functions with 26 initiatives and 41 milestones to ensure operational continuity throughout the transition for a divestiture of 2 retail credit cards. • Managed the development and delivery strategy of 60+ legal appendices in a Master Services Agreement for the sale and continued partnership of the business between a global retailer and an international bank. • Created content for, prepared, and facilitated a two-day workshop between the buyer and the seller of a business unit to be sold with 80+ attendees.• Delivered daily and weekly status reports to the operational and executive teams to follow up with commitments and agreements from each work stream, including the C-suite of the buyer and seller. • Supervised all project logistics, including administering internal expenses and the project budget, maintaining the relationship with external suppliers, organizing transportation schedules, and managing the project calendar, among others. • Led Business Analyst & Consulting Committee team of 10 by planning events and trainings, managing, editing, and translating communications and newsletters, overseeing annual and monthly budgets, and moderating panels at firm events.

Worldwide, Oo

• Oversaw the implementation of an enhanced ERP solution for redesigning the company-wide purchasing strategy, including creating communications and trainings to support change management efforts throughout the 3 divisions of a commercial real estate holding company in Chile, Colombia, and Peru. • Identified activities and processes as part of an operational carve out, and created a high-level roadmap to prepare for the divestiture of a business unit in one of the largest retailers in Chile. • Managed the 6-month transition period of 10 shopping malls throughout the country (the largest real estate divestiture in Chile) with 5 Transition Service Agreements, including the execution, cutover, and exit strategy. • Detailed current and future investment requirements for back-office and commercial functions, and negotiated procedures between the seller and buyer for the divestiture of a retail credit card business • Researched, interviewed, analyzed the Chilean healthcare industry and market to determine the strategic segment of rate market to penetrate with medical imaging solutions. • Created and prepared robust deliverables, proposals, service line offering brochures, and materials for future and current clients.

Washington, District Of Columbia, Us

Social Media Manager & Event Coordinator• Managed all social media outlets for firm including Wordpress Blog, Facebook, Twitter, Instagram, and Pinterest, increasing followers on Facebook by 76% and on Instagram by 200% over a year.• Prepared and gave a seminar series to train colleagues on using Wordpress and to detail the newly established social media plan for the office.• Organized all logistics for a 3-day remote site-visit meeting, including gathering information, communicating externally and creating a comprehensive schedule and on-site binder detailing event activities for 150 people.

Bachelor Of Business Administration (B.B.A.), International Business & Sport, Event, And Hospitality Management

Certificate Of Completion, Women Leaders: Advancing Together

Study Abroad, Business

Acftl Advanced Low, Turkish Language And Literature

High School Diploma