Consult with and support Global Markets client managers and various internal clients through routine reporting,analyses and project management Support various cyclical and ad-hoc GBAM projects including Performance Management, Multi-Rater 360Feedback, Title Promotions, Talent and Succession Planning and Reporting, Development Programs, Diversity &Inclusion, and the Employee Satisfaction Survey (ESAT) through robust and repeatable reporting solutions GBAM L&LD Project Lead for the Employee Satisfaction Survey (ESAT)o Liaise with key stakeholders and the ESAT team throughout the year to drive planning, deliverables,milestones, reporting, collection of feedback, and promotion of the GBAM agenda

Provided comprehensive reporting and analytical support for Merrill Edge call centers with particular focus onworkforce and call forecasting, capacity models, and mass data analyticso Created and maintained weekly and monthly capacity forecasting models and presentations that detailedbusiness performance and assisted with optimal allocation and utilization of available agent resources Hosted regular meetings with senior management and presented data driven recommendations Developed, standardized and maintained detailed business and employee reports and dashboards in enterpriseapplications to provide self-servicing options to key business stakeholderso Examples include detailed agent performance analyses and productivity trend reporting across all EDGE LOBs Liaised with business and internal technology partners and provided support during department initiatives andprojectso Provided metrics during all initiative and project phases to ensure optimal staffing utilization and positiveclient experienceo Worked with technology partners to drive system enhancements and advocate for stakeholders

 Supported multiple lines of business across the Bank of America & Merrill Lynch platform through the creation andmaintenance of dashboards, ad-hoc and recurring reports and analyses Managed centralized team inbox and established strong working relationships across multiple organizations andmanagement levels though consistent high quality work product and effective communicationo Automated reporting within enterprise applications where possible and met with businesses stakeholdersregularly to optimize, standardize and streamline output

 Managed two Online & Technical Support and Escalation teamso Provided monthly employee evaluations and in-role career development to associateso Streamlined team processing through reporting and trend analysis with particular focus on client satisfactionand resolution timeframeo Audited department exposure to risk and submitted evaluations to senior management where appropriateo Interviewed and hired new associates to meet headcount requirements and business demando Partnered with technology and fulfillment teams to ensure a consistent and positive client experiencethrough escalation process standardization and optimization from client intake to resolution