Key responsibilities:• Develop and implement software asset management policies and procedures aligned to ISO/IEC 19770 standards to ensure consistent and standardized practices across the organization aligned to industry best practices.• Lead all internal and external software compliance audits, analyze results and provide corrective action plans to senior management. Serve as the single point of contact with vendors when responding to external software audits.• Develop all SAM metrics (KPI’s) and generate comprehensive reports, dashboards, and documentation detailing license compliance status, usage trends, and potential cost-saving initiatives, providing actionable insights.• Oversee end-to-end software lifecycle, including procurement, deployment, monitoring, and disposal, ensuring adherence to licensing agreements, terms of use, and other legal requirements.• Maintain Definitive Software Library for all approved software with install packages for deployment and organized documentation of software licenses and entitlements, terms and agreements, and compliance records.• Complete development/configuration for and testing of integrations to connect ServiceNow SAM module with internal and external data sources (i.e. Microsoft SCCM, M365, Adobe Cloud).Achievements:• Utilized ServiceNow Performance Analytics to develop and publish SAM KPI’s, reports, and dashboards for monitoring software compliance and cost savings/optimization opportunities.• Developed processes and tools for completing data collection and analysis of software usage. Utilizing the data, I identified removal candidates and conducted license reclamation activities which provided substantial cost savings by reducing the quantities of licenses required for software renewals.• Wrote Software Terms of Use Compliance Policy which was reviewed and approved by the Executive Leadership Team and the IT Governance Committee and implemented as a Corporate Policy.

Key responsibilities:• Monitor intraday business performance, making adjustments in real-time to assist in meeting service level goals.• Gather and compile historical volume, production, staffing, attrition and other KPI’s from various sources into repositories to allow for aggregated and dynamic reporting and be used for capacity plans and staffing models.• Produce daily, weekly, monthly and ad hoc performance reports highlighting department results, trends and observations for multiple supported business units. Conduct detailed analysis and provide recommendations on the most efficient use of resources to achieve business goals/objectives with positive and measurable results.• Serve as WFM technologies SME providing troubleshooting and support for phone/system issues for various operational staff. Upon identification of larger issues, serve as liaison between Operations and Telephony, TSC and software vendors to collect data, create workarounds to mitigate impact, and work towards issue resolution.Achievements:• Serving on the UAS Process Improvement and Innovation (PII) team, I helped to review and support the implementation of process improvements across a variety of capacities and departments. Upon joining, I made enhancements to the team’s processes for tracking, reviewing, and reporting of our work log. These changes improved efficiency and accuracy in resolving and reporting of our existing and future workloads.• Received recognition from leaders of multiple business units for my work designing new and optimizing existing reports to provide the most valuable and relevant data and analysis. Utilizing advanced functionality and programming I have automated and streamlined many processes and reports resulting in substantial reductions in time and effort generating the reports as well as reducing the risk of reporting errors.

Key responsibilities:• Managed multiple projects simultaneously while also supporting other PM’s as needed. Oversaw all phases of systems development and project life cycles. Completed project Discovery, collected requirements and drafted project charters, project management plans, and scope statements. Hosted project meetings, handling all project communications along with monitoring and controlling Scope, Time, Cost, Quality, Change and Risk.• Developed and maintained all dashboards and reports for the Global Workforce Optimization PMO. Solely responsible for maintaining and updating of Access DB tool used by 15+ PM’s for tracking project updates, issue logs, and risk logs, as well as building and generating reports from the DB. Drafted and communicated all PMO summary reports including multiple weekly and monthly status reports shared as PowerPoint slides.• Conducted all detailed analytics for the projects maintained by the PMO. Generated ad hoc reports presenting findings in the forms of tables, pivot tables and/or pivot charts along with the details of my analysis. Evaluations included analysis of cost and schedule variances, their impact on the project, and trend analysis.Achievements:• Led the migration of our projects and project plans into a new Citi project tracking platform being implemented for all Citi PMO’s. Built reports integrated with the new platform to conform to PMO and Lean standardizations for project tracking across the organization. Served as SME for the tool providing support for other PMO integrations.• Built advanced SharePoint collaboration sites for PMO team and all projects. Project sites were built using tables linked to the DB to serve as real time dashboards for project stakeholders as well repositories for all project documentation. Built subsites for efficient management of regression and UAT testing, as well as issue reporting and tracking once in production.

Achievements:• Led project implementation of pulling/storing raw data from our chat vendor’s API to be used for custom and dynamic reporting of chat metrics. I studied the highly intricate details of the DE relationships to one another and developed formulas for translating the raw data into understandable KPI’s. I wrote and tested SQL queries to validate the accuracy of the data and became the sole SME across all of Citi for understanding the chat raw data.• Built G360 profile change SharePoint with advanced JavaScript, SPD workflows and InfoPath forms to mostly automate a process previously being handled by working direct calls and/or emails. As of the time I left the tool had been used for handling > 80,000 requests and had saved > 1300 analyst work hours to date.• Built Access DB tool to reduce the effort required for matching mentors to mentees for site mentorship programs. Built with rules and relationships in order to recommend logical mentor to mentee matches as well as coding for generating mass email communications with the matching results. What previously took weeks of labor-intensive matching sessions could be completed in one session all while improving the quality of the matches made.• Elected to and served 2 years on the steering committee for the Citi Hispanic Heritage employee network. As the communications and membership lead I managed and audited our member list, developed programs for growing our network, and drafted and emailed all network communications to network members or the entire Citi site.

Key responsibilities:• Provide support to all levels of the operations management team by building and enhancing tools, completing audits and quality sampling, compiling reports, and setting up and leading department and team meetings.• Lead and participate in numerous cross-site meetings serving as the liaison between Operations and the Application Development, Prod Support, and Policy teams. Met with department Director and Senior Managers weekly to share prepared reports and provide updates on project status and previously assigned follow-ups.Achievements:• Drafted requirements for development of a web based UI which allowed for process automation and the migration of 100’s of agents off of a Legacy system. Managed and supported team responsible for documenting all department processes as workflows. Created test scripts and oversaw the testing for all releases identifying, tracking, prioritizing and mitigating all issues until they could be resolved in future releases. • Proposed and developed a new process for submitting, auditing and approving credit underwriting forms. My solution reduced approval times, increased quality, simplified auditing and saved substantial work hours.• Streamlined the process for documenting cross-site audit feedback resulting in increased reporting accuracy, productivity, and metrics tracking as well as a significant improvement in the timeline for feedback delivery.

Key responsibilities:• Conduct detailed reviews of client account, credit histories and income and asset details to increase or reduce credit availability. Analyze and identify credit/risk behaviors to close accounts showing financial or fraud risk.Achievements:• Championed the creation of a coaching team for improving the client experience. I formulated our team mission statement and goals, and provided an action plan for success. I served as a lead on the team for 2 years, overseeing coaching of our entire department and resulting in an increase of 10% in our client NPS.• As lead of the cross-site Process Improvement Team, I revamped the process for identifying and correcting department procedures. I constructed the platform for and implemented a solution which provided efficient tracking, reporting and accountability of issue resolution. During my tenure our team resolved > 180 issues.

Key responsibilities:• Supervised a staff of 20+; managing food production, service delivery and overall client satisfaction. Responsible for opening/closing stores, employee scheduling, inventory/expense reports and food orders. Provided coaching, leadership guidance, and mentored employees to assist in development, conducting employee performance reviews and accountability plans as required.• Developed valuable professional rapport with operations managers, marketing officers, and clients and set standards for product development, service delivery, and customer relations. Utilized all assets and resources available, maximizing employee productivity and performance to achieve corporate goals and objectives.Achievements:• Played primary role in doubling store sales from $9,000 to over $20,000 weekly while also improving on labor/food costs. Target was achieved after my analysis of the gaps in existing services, and development and implementation of a business model to improve market targeting, product quality and overall service.