Laura Jack Email & Phone Number

Texas, United States

Greater New York City Area

- Drive Strategic & Digital change across the Telephony Service Organization, including the implementation of new technologies and offerings to modernize Service Channels.- Manage the Service Technology Project Portfolio, including 25 projects across 2018.- Oversee 8 Operations and 10 Technology resources.- Collaborate daily with senior Technology, Operations, Business & Field stakeholders.- Establish and facilitate Program Governance, including Joint Steering Committees and Working Groups.

Greater New York City Area

- Oversaw project team of approximately 5 Operations and 6 Technology resources.- Designed and implemented a new Operations service offering to the Field, whichincluded a Premier Service Line with increased handing prioritization for bothTelephony as well as Online service inquiries.- Established and produced success monitoring metrics and governance for the model.- Established and facilitated program governance cadence, including Joint SteeringCommittees and Working Groups.- Produced ad hoc analysis and presentations for client sponsor as well as seniorexecutives, highlighting strategic recommendations and progress.

Greater New York City Area

- Conducted current-state analysis of Client Service Center agent training to shortennew-hire education timelines and identify cost-efficiencies.- Project resulted in restructuring of agent training procedure, includingthe reduction of the new-hire onboarding period by more than 50%, and expectedannual cost reductions of nearly $2M.

Greater New York City Area

- Managed portfolio of work including 70+ projects across 11 Operational Changethe Bank Programs.- Spearheaded the 2016 Client Service Operations budget planning process, which includedestimating and analyzing Operations and Technology costs, and calculating Return onInvestment & Benefits.- Collaborated daily with Technology, Operations, and Business stakeholders.- Established and facilitated Program Governance Cadence, including Joint SteeringCommittees and Working Groups.- Ran daily & weekly reporting models for the program.

Greater New York City Area

- Conducted current-state analysis of Private Banking and Equities line of business inWealth Management to identify areas where Client and Field Experience could beimproved.- Analysis leveraged historic inquiry metrics (telephony and web) to identify high-volumeClient and Field-facing pain points.- Analysis emphasized efficiency modeling and improvement, including the automationof traditionally manual and time-consuming processes.- Project resulted in the development of several self-service tools & offerings, yieldinginquiry volume reductions across Telephony and Web.

Served as Project Manager of a small research team and collaborated/ oversaw the analysis, creation, and implementation of a community outreach program to educate New Jersey citizens on water quality testing and remediation of private wells.The project included the analysis of water quality and private well data in New Jersey counties, as well as coordination with local governments and non-profits to distribute informational pamphlets and quick reference guides.

Assisted several Wealth Management advisors with the maintenance and upkeep of multi-million dollar portfolios, as well as working to acquire new Merrill Lynch clients.

Greater New York City Area

Worked as a private IT and social media consultant, specializing in Macintosh hardware and software.

• Managed monthly software update for four NYU IT labs, ensuring quality and secure implementation practices• Aided NYU faculty, students, and other university employees in hardware, software, and operating system issues

Gramercy Green Residence Hall

• Led two floors of non-NYU summer residents as they acclimated themselves to a new city and new school• Collaborated with other resident assistants to implement community building service activities• Coordinated various floor bonding events to promote active interaction and engagement amongst new residents

Wildlife Conservation And Political Ecology, 4.0

Activities and Societies: Varsity Tennis Team, Community Service Board, Special Olympics, Relay for Life, Head Peer Tutor, Coaches' Award.

Bachelor Of Arts (Ba), Environmental Policy

Activities and Societies: Kappa Alpha ThetaThesis: Arsenic Mitigation of Private Well Water: The Roles of Governments

Education record

Activities and Societies: National Honor Society; Spanish National Honor Society; Field Hockey Captain; All County, Conference.