Facilitate organization, quality, and regular reporting of an ongoing pipeline of change requests, engaging the team and partners in development of continuous improvement of internal business processes and technology.• Develop adaptive and effective process improvement solutions relevant to our internal customer needs. • Daily management of change pipeline management activity in Jira.• Develop relevant metrics reporting of pipeline movement and implementation progress to leaders.

Provide sports, entertainment, and convention site-level security and customer services. Key functions include:- Act as an ambassador for the venue and city by excelling in service and resolving questions and concerns.- Convey a sense of safety with a calming presence and cheerful attitude, as well as ensure consistency in application of event-specific safety and security protocols.- Promote and celebrate team engagement with employees of all levels of skill and experience.

Built and led a team responsible for transforming the Auto Quality Assurance Program capabilities, using structured Agile improvement practices to strengthen the risk and control environment and optimize outcomes.• Challenged and negotiated with siloed program leaders to articulate a target-state strategic vision, then created and prioritized initiatives to aggregate and deliver outcomes with the highest cross-functional value.• Developed actionable change roadmaps, plans, and schedules to drive incremental progress on program objectives—from design and impact analysist through delivery—ensuring a tangible return on investment.• Translated complex concepts into understandable, logical terms to illustrate identified gaps and persuasive options, facilitate decision-making by stakeholders, and create collective understanding and clarity of direction.• Enabled a continuous improvement culture through use of common language, process, and clear communication, which led to simplified solutions that replaced multiple days’ worth of manual process steps.• Analyzed processes and capabilities to determine appropriate approaches and methods to incorporate for each initiative, adapted to address complexity and urgency to address readiness and anticipated resistance.• Resolved risk and data control issues by growing technology capabilities, enhancing user experience and operational efficiencies—freeing up FTE—and generating consistency of execution across 175 employees.• Fostered a culture focused on succeeding together, grounded in developing competencies, integrity, and ownership, as evidenced by multiple employee promotions across the team.

Reengineered the operational processes of the QA Reporting team through standardized procedures, process maps, toolkits, best practices, and coached the team on root-cause analysis, policy knowledge, and project management.• Engaged all levels of management, senior leaders and executives—in productive communication to refine and enhance written and visual content on a regular pipeline of over 100 process execution quality reports.• Mentored team on data analysis, leadership communication, and “telling the story” for multiple audiences.• Consulted front- and second-line partners to ensure clarity of their perspectives represented in materials.• Conducted regular assessment of the quality and relevance of published assertions and escalation rationale.• Mitigated data reporting capability gaps by creating connections to new and existing data sources, improving the experience for senior leaders responsible for acting on results and potential root cause issues.

Managed Enterprise policy compliance support tool and templates, including ongoing documentation maintenance and on-demand training, and vetting of change requests against policy requirements and highly-matrixed divisional needs.• Influenced discussion and decisions to find consensus for functionality and use of Enterprise policy compliance tools by fostering cross-departmental relationships with over 15 divisional Control Management leads.• Managed the programming maintenance, change communication, and user experience of a process tool used by teams across the enterprise to document required issue submission data and ensure compliance with policy.• Defined and implemented a change control process for the policy team, using common best practices.

Led cross-functional risk mitigation projects and initiatives focused on process standardization, efficiency, control improvement, and error reduction across multiple business lines and coordinated resolution of high-priority activities.• Resolved a high-risk, business group-wide concern through effective analysis, project and change planning (Waterfall), and by cultivating empathetic relationships with stakeholders to achieve project and adoption goals.• Facilitated FMEA exercises with multiple business process owners and their leaders to identify opportunities and document desired actions where process changes could enable efficiencies and scalability across Operations.

Developed and executed project lifecycles (Waterfall) to build and implement a business policy, associated toolkits, governance protocols, as well as led a team responsible for policy compliance testing and distribution of outcomes.• Managed a team of risk consultants assessing compliance with internal policy, identifying and effectively communicating emerging and changing trends, with business teams regularly improving scores each test cycle.• Led development of strategic goals to transform quality assurance technology and data reporting capabilities.• Created a Quality Assurance Policy to establish uniform, risk-based program standards, including creation of training, policy guidance materials, and consolidated executive reporting, reducing 14 different standards to 1.• Designed a governance and oversight program, test scripts, and templates for verifying compliance with internal policy, supplying performance data to line-level and senior leaders, leading to ongoing control improvement.• Influenced senior leaders and partners decisions through informed, evidence-based challenge and effective root-cause analysis, then leading corrective action development, monitoring, and validation of actions taken.

Drove process troubleshooting and change management, and supported vendor relationship activities for a division of a national health care and health management solutions company.• Analyzed data from internal technology application to identify and catalog system, user and vendor interface issues.• Built a positive and effective relationship with the vendor leadership team, leading to improved communication of progress to resolve vendor system roadblocks and better understanding of unique problems or limitations of both vendor and internal systems and processes.• Co-coordinated an effort to eliminate backlog of hundreds of internal application issue log records, successfully completed in less than 2 weeks.• Created condensed training materials for the internal application and facilitated training to the team temporarily available to support the backlog cleanup.• Served as technology support for nurse and nurse management staff requiring help with internal application or process workflow questions.

Roles included: Project Manager, Implementation Consultant, Operational Risk ConsultantManaged research, project planning, implementation, and monitoring of outcomes of Origination processes, actions addressing underwriting quality, and creation, delivery, and tracking of training.• Led project management activity for 6 operations teams during the merger of two internal entities. Prepared materials from internal and external exam requests for leadership and audit partner review.• Crafted key portions of risk and control documentation for product and service processes and facilitated quarterly risk reviews for 6 operations and 3 sales business areas.• Defined business process change needs, translating them into technical requirements for multiple web-based process support and analysis tools. • Wrote and designed the standard operating procedures manual for an internal quality testing program, utilized by over 200 employees.