Gabriela Rivera Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

• Developed, communicated, and implemented a holistic strategy for process governance for Enterprise Procurement Programs• Redesigned Enterprise Procurement Programs’ processes from an efficiency and control perspective• Ensured business operations comply with internal and external requirements (e.g. financial controls, segregation of duties, transaction approvals, and physical asset control)• Planned, lead and managed the development and integrated implementation of controls, processes, procedures, and changes involving over 50 processes in the Third Party Management Policy FrameworkSkills: Business Process Mapping · Business Process Management · Lean Process Improvement · Analytics · Stakeholder Management · Senior Stakeholder Management · Business Analysis · Change Management· Project Management · Project Documentation · Project Delivery · Organizational Agility · Strategic Influence

Toronto, Ontario, Canada

• Participated in all phases of projects providing contribution in problem solving efforts on contractor onboarding, global network security and cyber security services; improving client experience, productivity and operating model resulting on annual savings target of $14MM• Redesigned global engineering teams involving Canadian and International Banking CIO teams resulting in global alignment of technology development and improving global organization structure and governanceSkills: Project Documentation · Project Delivery · Organizational Agility · Analytics · Stakeholder Management · Business Analysis · Business Process Mapping · Business Process Management · Change Management · Project Management · Risk Management · Problem Solving · Communication · Change Management · Management Consulting · Strategy · Consulting · IT Transformation · Digital Transformation · Operating Models

Toronto, Canada Area

• Performed process and data analysis to support decision-making results involving Canada and 3 Latin-American countries• Analyzed current state assessments identifying sources of information, detailed process descriptions and pain points/opportunities for improvements• Provided subject matter expertise to conduct training on lean principles and cost optimizationSkills: Project Documentation · Project Delivery · Organizational Agility · Analytics · Stakeholder Management · Business Analysis · Business Process Mapping · Business Process Management · Change Management · Project Management · Risk Management · Problem Solving · Communication · Change Management · Management Consulting · Strategy · Consulting · IT Transformation · Digital Transformation · Operating Models

Toronto, Canada Area

• “Team Lead of The Month” award winner (2x) in recognition for continuous improvement in the Operations Department • Designed and implemented a Balanced Scorecard which resulted in a 20% of performance improvement• Improved new agents’ performance from 53% to 94% in 3 months by implementing strategies and delivering coaching programs• Ensured the Operations Team comply to policies, procedures and controls to minimize risk exposure and potential financial loss• Provided support on operational/product processes through analysis and recommendations• Facilitated communications between operating units (Operations, QA, Workforce, PMO and Training) to resolve complex procedures to ensure successful completion of goals• Selected by the Operations Senior Director to support with process/product knowledge standardization in Winnipeg• Promoted from Account Manager within 4 months of being hired

Tegucigalpa, Honduras

• Designed and developed 10 playbooks regarding process workflows, best practices, policy and procedure compliance involving 4 countries (US, Guatemala, Nicaragua and Honduras) to reduce potential resistance and ensure effectiveness for all projects/initiatives• Supported senior management in developing and executing performance strategies and optimized organization model structures and processes • Performed business processes and data analysis within 9 finance units involving 45 activities, improving process performance from a 63% to 81% against a target of 80%• Quantified opportunities and synthesized findings applying lean methodology involving more than 1,500 employees within the company • Improved employee's performance from 70% to 85% against an efficiency target of 80% by implementing strategic action plans, process design, coaching delivery and testing metrics

Tegucigalpa, Honduras

• “Leadership in Change” award winner for best results 3 years in a row• Audited approximately 80+ associates' in-process work throughout 10 departments to detect internal errors and identify deviations from standard operating procedures; improved process performance from 60% to 80% against a target of 80%• Trained associates on revisions to current standard operating procedures and/or the implementation of operating procedures for new processes• Analyzed data and evaluated improvement effectiveness, which resulted in a 25% reduction in high impact errors during the first three months of implementation• Delivered coaching programs involving than 150 Operations Team Leaders and over 1500 agents regarding customer service, operations and talent development

Tegucigalpa, Honduras

• Wrote and revised SOP documentation for 7 departments for process standardization and resource optimization• Performed root-cause analysis of external errors reported by customers, documented and prepared results for review• Evaluated Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs) by testing performance metrics to 25 Team Leaders and 250 Agents to ensure business benefits• Facilitated monthly calibration meetings with upper management/leadership for departmental performance reporting• Scoped and analyzed client change initiatives to determine people, process, and behavioural changes for 7 units involving over 200 associates to identify opportunities and implement changes

Engineering Program, Industrial Engineering

Master Of Science (M.Sc.), Project Management

Bachelor Of Science (B.Sc.), Industrial Engineering