Katrin Ivanova Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Most recent project experience includes:Contact Centre Interactive Voice Response (IVR) Optimization:- Worked with the Caribbean arm of a major Canadian Bank to complete an assessment of their current IVR system.- Executed a root cause analysis to identify drivers of low self-authentication and self-service participation as well as develop tangible recommendations to increase those rates.- Conducted extensive mapping of the end-to-end IVR flows and its gaps.- Delivered future state maps and recommendations to reduce call volumes by up to 11%, increase self-serve usage, improve client experience, reduce average handle times for agents and customer wait times and improve the overall brand image.Loan Application Process Review:- Worked with the Caribbean arm of a major Canadian Bank to complete an assessment of their personal banking loan application process. - Engaged key stakeholders across multiple divisions to identify process issues and opportunities for improvement. - Assessed and presented the opportunities identified and their strategic impacted at the executive level.Business Line Integration:- Worked with the Caribbean arm of a major Canadian Bank to assess the feasibility of integrating two major departments into one unit. - Identified and assessed the key processes for both departments across six (6) countries to determine commonalities, variances and best practices.- Revised role profiles and defined accountabilities for the recommended future state team structure.

Canada

- Leading a team of 6 analysts. This includes managing workloads, maintaining high morale and optimizing team performance.- Developed a software program using Python that automated 20% of the proposal development process by leveraging various internal databases to optimize submission quality and reduce trivial tasks - Providing ongoing input on and observing the firms’ bidding and overarching company growth strategies. This involves daily communication with company Principals and the VP of Optimus SBR’s Industries and Government Practice- Managing the Proposals outlook inbox. This includes• Executing quick turnaround requests on short notice (ranging up to 10 hours of effort per request) while balancing a demanding proposals workload• Reviewing large volumes of RFPs and pulling out important details influencing senior leadership’s bidding decisions• Developing weekly Customer Relationship Management reports and tracking Proposal statistics across all business units- Led the training of 2 analysts and developed new training materials. These training materials included:• Instruction manuals• Process documents• Templates

Toronto, Ontario, Canada

- Developed a software program to streamline proposed resource biography generation using Python. This yielded the following results:• Improved the accuracy of resource bios by 165% • Cut down the review time of resource bios by 30%• Reduced time spent on developing resource bios by 17%Overall, this program used Python to integrate CRM system project data with the firm’s proposals tracker in order to provide the Proposals Team with a confirmed list of resources for every closed project to better streamline CV and resource biography development.- Developed 50 proposals with a combined value of over $6M. These proposals dealt with the following services and sectors:Services: Strategy, Process Management, Data and Analytics, Change Management, Human Resources, Program and Project Management, Learning and Enablement, Technology Consulting and Fairness and ProcurementSectors: Government and Broader Public Sector, Healthcare, Financial Services, Travel, Social and Not-for-profits, Transportation and Energy- Obtained an average win rate of 39% and was responsible for bringing in $1.87M in revenue - Supported on projects ranging from process improvement to strategy to governance reviews and more. Project work involved building client facing decks, providing note taking support during stakeholder engagement sessions, qualitative data analysis and proofing deliverables - Led the end to end development of a $1.5M proposal. This involved working with a team of subject matter experts to develop a 200 page proposal document over the span of 3 weeks. Our firms placed in the top 3 proponents among a list of over 20 bidders (including the Big 4 and other high profile global consulting firms)- Communicated with employees ranging from Managers up to the Executive Leadership Team on a day-to-day basis to develop high performing proposals

Toronto, Canada Area

- Collected, processed and analyzed historical data from financial markets in large volumes- Supported the identification of market inefficiencies and anomalies, creation of models and backtesting

Toronto, Canada Area

- Worked in a team to develop a high-level 2-year strategic plan for a non-profit technology start-up - Conducted a review of the organization’s technology refurbishment process using operations management tools and techniques. Recommendations to the client included the identification of hidden opportunities for efficiencies that would reduce hours of effort by 10% while maintaining a high quality of work. - Developed a competitive pricing strategy and an easily readable pricing matrix for employees

Toronto, Canada Area

- Led a research team with the objective to determine whether there is a change in the natural risk aversion of participants while listening to white noise as they perform a profit maximizing activity- Delegated work to research assistants to optimize results and ensure that deadlines are met- Performed interviews and assemble a high performing team of research assistants- Worked within the executive team to design the year for our group members

Bachelor Of Commerce - Bcom, Management Specialist

Activities and Societies: Behavioural Economics Student Group - President's Entrance Scholar - Mentee, Rotman LINKS Mentorship Program.

Canadian Securities Course Certification, Finance

Completed September 2019

Introduction To Computer Science Certification (Cs50X)

Completed September 2020

High School Diploma, Major In Ballet And Modern Dance

Activities and Societies: Honor Roll Student - DancESAtion, Dance Company