Hans Ayala Email & Phone Number

Richmond Hill, ON, CA

Product Manager at TD Bank for Platforms & Technology in Fraud department.

Toronto, Ontario, Canada

• 2023: Pega CRM Product Owner (PO) for intakes, lead for strategic projects including GM visa, Scene Visa, Nuance Voice Bio integration, student credit cards, and regulatory projects such as Bill 64 and monitoring.
• 2022: New role/skills: Created user stories and journey maps. Maintained backlog and dashboards. Led design sessions. Agile ceremonies as PO for daily stand-up, sprint planning, sprint review, sprint retrospective.
• 2022: Support Pega CRM project for Bill C-86 focusing on complaints, product navigator tool, AML/KYC, and strategic projects (Scene+). Operationalized four audit and compliance reports. Led organizational change.

Toronto, Ontario, Canada

• 2021: Launched the Canada Contact Centre Customer Segmentation Proof of Concept (POC), expanding Top Customers from 254K to 2.1M customers based on list and modelling score. Designed and implemented Pega CRM intake.
• 2020: Successfully deployed the Canada Contact Centre Temporary at Home Advisors in 2020, comprising over 700 employees within a month, representing 50% of Canadian Contact Centre's workforce. Managed the deployment of.
• 2019: Led the replacement of the digital social media platform, resulting in a $114K one-time cost and annual savings of $40K. Successfully implemented the platform in multiple countries, including Canada, Colombia.

Toronto, Canada Area

• 2018: Successfully implemented a workforce optimization strategy in Colombia, resulting in a net reduction of 6 FTEs, saving $2.7M one-time and generating $3.2M in annual benefits. Achieved 4% decrease in cost per FTE.
• 2017: Led the seamless Caribbean expansion transition of 41 full-time employees (FTEs) through natural attrition. 6 FTE savings & ongoing benefits of $3.2M. Focused on enhancing business continuity for servicing key.
• 2016: Successfully led Wave 1 transitioned Dominican Republic Contact Centre to Colombia Contact Centre, bolstering operational resilience and mitigating business continuity risks for Spanish Caribbean region.
• 2015: Led $1.6M Contact Centre strategic project, resulting in $1.9M annual savings through the closure of Trinidad & Tobago Contact Centre and a reduction of 14.7 FTEs. Successfully transferred call operations to the.

Toronto, Canada Area

• Achieved a 20% reduction in QA time by optimizing the database deployment process through lean/six-sigma methodologies. Ensured efficient and error-free database deployments by effectively managing cross-functional.

Toronto, Canada Area

• Led successful data migration project for 200K+ insurance policies, meeting tight deadlines and managing planning, design, development, testing, and documentation across onshore, offshore, and 3rd party vendors..

Toronto, Canada Area

Completed market research study to gather critical data and analyze market trends. Successfully managed and operated a wedding videography business, providing high-quality videography services. Completed PMP (Project Management Professional) certification and ITIL (Information Technology Infrastructure Library) certificate. Volunteered at Project.

Toronto, Canada Area

• 2011: Delivered quantitative and qualitative benchmark reports for Fortune 500 manufacturers and retailers in Fast-Moving Consumer Goods. Managed a team of 8 project leads across 20 programs for North America, UK, and.

Toronto, Canada Area

• 2010: Delivered quantitative and qualitative benchmark reports for North America Fortune 500 manufacturers and retailers in FMCG industry. Moreover, successfully re-delivered over 10 critical reports within tight.
• 2009: Delivered quantitative and qualitative benchmark reports for North America Fortune 500 manufacturers and retailers in FMCG industry. In addition, led the quality assurance steering committee, overseeing internal.
• 2008: Delivered quantitative and qualitative benchmark reports for North America Fortune 500 manufacturers and retailers in FMCG industry. Furthermore, key subject matter expert and project delivery member in a $1.

Toronto, Canada Area

• 2007: Delivered quantitative and qualitative benchmark reports for North America and Spain Fortune 500 manufacturers and retailers in FMCG industry. Furthermore, led a desktop process improvement tool, cutting.
• 2006: Delivered quantitative and qualitative benchmark for North America and Spain Fortune 500 manufacturers and retailers in FMCG industry. Additionally, Spearheaded automation of survey logging process, enabling.

Toronto, Canada Area

• 2005: Coordinated quantitative and qualitative benchmark reports for North America and Spain Fortune 500 manufacturers and retailers in FMCG industry. Conducted training in the UK for Spanish, German, Italian, and.
• 2004: Coordinated quantitative and qualitative benchmark reports for North America Fortune 500 manufacturers and retailers in FMCG industry. Furthermore, created MS Access to create in-house qualitative reports for.