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 reports. Supported Mexico and Peru in developing Pega Helps and prepared business case for Pega CRM in Caribbean and Central America for the 2024 submission.• 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, stories refinement, and scrum of scrums. Pega CRM PO lead for AMF Quebec regulator script, CVV update bill payee for fraud enhancement.• 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 projects for Caribbean; 26 FTEs transition from Jamaica to Dominican Republic Contact Centre. Achieved synergy of 15 FTEs, reducing 42 FTEs in Jamaica and expanding 66 FTEs in Dominican Republic.

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 process, aligning it with key stakeholders to enhance customer experience. Created a dashboard to track and prioritize business intakes and provided support for Pega CRM change management activities.• 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 an additional 100 advisors in Colombia that provides support for the Canadian operations, totaling over 1,000 employees by December 2020, covering 70% of the Canadian sites' workforce. Oversaw the transition of this model to operations. Led the launch of Speech Analytics Tool implementation for the Canadian Contact Centre, with a one-time cost of $3 million and an ongoing annual cost of $0.9 million. Achieved annual run rate benefits of $2.1 million, resulting in approximately 60% sales lift and 40% cost avoidance. Project saving of $300K from Project Management services. Contributed to RFP, SOW, SLA, and change management process.• 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, Mexico, Dominican Republic, and Jamaica, within just two months. Achieved a 15% improvement in social media workflow, advanced automation, and reporting capabilities. Provided project management support for the launch of the new Mobile Canadian Banking App, overseeing 86 FTE service calls during the migration by a specialized team and existing frontline advisors.

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, while enhancing operational resiliency through dual Contact Centre servicing. Led end-to-end readiness, covering hiring, training, regulatory compliance, communications, finance, technology, and real estate readiness.• 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 regions, including the Dominican Republic, Puerto Rico, US Virgin Islands (USVI), and Belize. Prepared Global Strategic Business Case, highlighting the advantages of consolidation, yielding 11 FTE savings & ongoing benefits $5.1M annually compared to Active BCP with 6 FTE savings and ongoing benefits of $3.2M.• 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 customers. This involved managing the entire process, including hiring, training, compliance, communications strategy, real estate, and technology readiness.• 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 Jamaica Contact Centre and established a secondary site in Colombia. Achieved the seamless redeployment of 84% of permanent employees within Scotiabank Trinidad & Tobago.

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 teams including offshore. Improved overall quality assurance processes, resulting in enhanced product quality and customer satisfaction.

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. Conducted pre-migration analysis, identifying coding issues, data inconsistencies, and discrepancies, resulting in significant time and error savings. Served as the primary contact and project manager for a third-party contact center insurance organization.

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 Management Institute as database admin. Mentored a student in the project management program at Humber College, offering guidance and insight into the field. Contributed time and effort to support a charitable cause, assisting in organized events and fundraising activities such as Rally for Kids with Cancer.

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 Russia market. Additionally, provided MS SharePoint training and reduced manual processing time from 30 to 3 days.

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 timelines, and saving the company significant money and reputation. • 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 practices and processes. Developed 100+ pages of comprehensive documentation and 10 video tutorials. Facilitated the training of new staff, ensuring adherence to best practices. • 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 million web-based software development project using a waterfall/SDLC model over 12 months.

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 interview prep-time from 1 hour to 20 minutes, handling 1,000+ interviews annually. • 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 rapid data querying and report generation for weekly status meetings, streamlining tasks i.e. response rate, outstanding surveys tracking, action items, and forecasts.

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 French franchisee operation teams, focusing on software, processes, tools, and techniques. • 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 clients, including ad-hoc requests.