● Utilized Power BI to design and implement a comprehensive risk-monitoring framework for data-driven decision making, partnering with stakeholders to ensure data integrity● Maintained high data quality standards in Workbooks and Portfolios, providing crucial support to Technology Infrastructure, Banking, IT Portfolio Management, and Business Units in data-driven decision making.● Analyzed cross-functional data needs across various business areas to identify opportunities for system improvements that optimized efficiency ● Collaborated with teams to streamline reporting processes and update the knowledge base for enhanced efficiency.● Took ownership of the systems improvement roadmap, coordinating with contractors to enhance the Technology Infrastructure and drive strategic enhancements.● Supported users by delivering training sessions ensuring smooth onboarding and efficient system utilization. ● Conducted thorough quality assurance and system integration checks for large-scale implementations, providing support to over 77,000 NAM users.

● Efficiently diagnosed and resolved technical hardware and software issues to minimize disruptions.● Collaborated closely with Tier 1 support to improve overall problem resolution processes, enhancing efficiency and customer satisfaction.● Provided technical expertise to maintain the stability and functionality of desktop systems, ensuring optimal performance for end-users

● Lead the Retail Customer Care Team, ensuring consistent excellence in performance among all staff members.● Identified training needs within the team and implemented continuous skills and knowledge enhancement programs to address them.● Cultivated a culture of continuous learning within the team, keeping them updated on product knowledge, policies, and best practices in customer service