Support multiple business units [PurePoint Financial, Enterprise Fraud Operations, Retail and Private Bank Call Centers] with metric development, standardization and governance.Responsible for preparation of all executive reporting packages of aforementioned functions.Analyze data and formulate business case recommendations to develop and implement strategies maximizing opportunities and surmount challenges.Create insights for strategy and optimization; employing data analysis to identify gaps in processes, drive and inform key business decisions.Active monitoring of 3rd party vendor SLA achievement, invoicing accuracy and KPI / KRI performance to goals. Partner with IT in Product Owner capacity for the development and implementation of data warehouse/automation strategy; aimed at reduction of manual reporting and increased analytical capabilities.Project lead providing direction on reporting and analytics for Fraud Operations Data Warehouse, Decision Engine and Data Repository.Recognized as top performer receiving Union Bank’s Signature Moments award in 2018.

Directed and managed global technical resources that included application development and support, automation, ETL, and server infrastructure and administration.Executed plan to operationalize enterprise-wide IP based Contact Center technology supporting an organization of 3,000 associates, multiple lines of business and individualized contractual agreements, delivering a seamless service model.Drove implementation of multi-product Contact Center incorporating all current and next generation design elements; delivered on time, meeting all critical and business case objectives without a single client disruption. Assisted with the development and deployment of natural-language-understanding (IVR & Biometrics) products.Collaborated with business partners through all phases of the project life cycle, while playing intermediary role between customers and technical resources.

Integral member on team tasked with development and deployment of IP based Contact Center technology. This Included vendor selection, Technical Design Specifications, and implementation.Increased business unit efficiency by leading automation project across multiple business functions through influence versus direct management.Managed business portfolio of projects and allocated resources for multiple internal organizations.

Provided tactical and strategic reporting and analysis for five Call Centers with a combined workforce of 2,000+ employees to customers and management.Led the design and management of a multi-dimensional tool that provided Senior Management and Operations teams with daily operational results of key performance indicators.Managed cross-functional relationships with internal and external business partners.

Reporting and analysis management [24x7x365] of Call Centers across New England including a five center “Virtual” Call Center and several outsourced Call Centers. Combined Call Center workforce of 1,200+ employees, serving approximately 3 million subscribers through all aspects of customer support for multiple lines of business [Cable, Internet, and Phone].Developed, maintained, and enhanced all reporting and analytical tools. Assisted with management, design, deployment, and documentation of voice technologies/ communications [ACD, IVR, PBX, etc.]Served as the primary contact to senior management to provide in-depth analysis, followed with business case recommendations aimed at driving operational efficiency.

P&L analysis for actual-to-budget variances and trend analysis, monthly journal entries, G/L reconciliation, and monthly subscriber and revenue data updates.Formulated forecasts and budgets for all regional accounts, including cost / benefit analysis in support of vendor selection.Reviewed and prepared franchise fee payments for Government Affairs department.