Switching US Bank Providers: Delivered a multi-phase initiative seamlessly, with over 80% of users successfully switching to the new banking provider before the original provider's closure. • Identified and designed the ability for support users to elegantly view two banking details for one Wallet user, and access key details regarding the user's transition. • Accounted for different user segments to maximize retention and minimize user disturbance.

Drive Customer confidence and NPS by delivering comprehensive Dayforce solutions for challenging business requirements, and for escalated customersLead Solutions Knowledge-base initiative by recording project details, leading brainstorming sessions, determining targets and tracking progressWrite SQL queries to retrieve, identify, troubleshoot and correct data as well as configuration issues, if required

Providing technical application support for Dayforce HCM - a cloud-based, SaaS solution for HR/Workforce Management/Payroll/BenefitsAssessing production environments, gathering client requirements, and implementing reconfiguration to production environments Developing complex SQL database scripts (via SQL Server Management Studio and SQL profiler) for troubleshooting and implementing back-end changes to client production environmentsMaintaining the highest level of client satisfaction by providing proactive support and setting accurate client expectations

Monitored the accuracy and effectiveness of Scarborough Pensions contact center to ensure Scarborough service delivery quality meets national quality standards. •Delivered 6-weeks in-depth national training to front line officers by applying learning theories to a classroom setting•Provided technical advice, guidance and path-finding support to Payment Service Officers and management on legislation, policies, and procedures •Developed a plan and methodology to execute pilot projects, analyze findings, prepare written report (indicating quality and trends) and make recommendations for improvement to management •Effectively prioritized my time and energy between three (3) improvement projects