Managed implementation and change management in transition to facility management repair and maintenance contract with third party vendor.Lead stakeholder to identify trends and take advantage of cost saving/cost avoidance opportunities. Develop processes and procedures to ensure operational obligations are being met and ensure that changes are communicated to all parties within the Bank Facility team and with vendors. Formulate and collect data, metrics and status reports of vendor performance against KPIs including adherence to SLAs and satisfaction scores. Support space management and planning across major back office locations by identifying efficiency opportunities. Manage projects to align with sustainability initiatives including plastic reduction and energy monitoring.SharePoint administration.Design workflows and build solutions to digitize, consolidate and create efficiencies in day to day procedures including property inspections, space requests, lease transaction procedures and document retention program.

Leads team members to define business needs for business unit projects including RFPs.Evaluates and develops various methods of analysis and/or project planning that influence strategic initiatives.Analyzes and evaluates data gathered from multiple sources. Reconciles differences and applies consistent approaches to data interpretation and performance measurement results.Engages with business partners and users to ensure that critical strategic decisions are vetted and well thought out prior to implementation. Ensures project dependencies are clearly defined and communicated appropriately in terms of time required to complete.Liaises with the business, development team, and technology on an ongoing basis. Acts as the "Subject Matter Expert" (SME) and provides business knowledge as needed.Responsible for critical examinations of current business processes and provides recommendations for improving quality and/or increasing efficiency within business unit operations.Lead efforts in the development of business unit analytics, department or operational procedures, reporting, financial analysis, communication, and/or strategic planning activities.

• Interface between upper management and external clients to document requirements, establish timelines, prioritize tasks, communicate status of current projects and discuss changes to be made to increase the efficiency of the database and meet the changing business needs of the client.• Submit process flows and detailed system requirements to the development team to identify best approaches to ensure that user requirements are met in a timely and efficient manner. • Create test scripts and perform user acceptance testing to ensure that software and reports function correctly and resolve production issues in a timely manner. • Routine database verification is performed to ensure the database contains up to date client and customer data through the preparation, validation and importing of large external data sets.• Develop standard and ad-hoc end user reporting to produce complex data sets to identify, analyze and interpret key deliverables. • Provide overall system administration of an SQL based database storing proprietary customer data of over 500,000 customers and supporting 400 users which includes setting access levels, building profiles, permissions and ensuring the privacy of customer data.

As a client support trainer I was responsible for the initial design, development, and implementation of training courses and materials.

As a Voice Service Manager I proactively coordinated and managed complex voice lifecycle support for large business clients on their telecommunications platforms.