Latoya Armand Email & Phone Number

Denver, Colorado, United States

Guide project teams ensuring on time delivery of documentation. Lead conversations with SME’s within the business to outline existing processes, net new processes existing but not documented processes, or process needing improvement.

Atlanta, Georgia, United States

• Thought leader providing process expertise around service delivery enabling profitable growth of customer accounts globally
• Perform account service contract reviews, trends, risk, logistics, SLA, SOW, pricing, profit and loss, AR invoices, service KPIs and more
• Refines NCR support operations and responsible for lifecycle management issues, identification and documentation of all account specific services, process, policies, and procedures
• Escalates incidents to next level to remain compliant with company's standards and procedures
• Experience using data warehouse and analytical tools for business purposes
• Translate abstract business questions and needs into reports, views and BI query objects

New Orleans, Louisiana, United States

• Led and managed over 10 multi-million-dollar settlement projects for lien resolution including Tronox, BP and World Trade Centers
• Reviewed pre and post settlement agreements to develop scripting for client relations team
• Development and ownership of forecast models monitoring KPI's such as monthly escalations
• Worked with Project Managers to do post-implementation assessment and communicated results
• Determined client relations support operational strategies by conducting needs assessments, performance reviews, capacity planning and defined user requirements
• Fostered innovation and led change to improve both operating cost and customer outcomes

Alpharetta, Georgia, United States

• Conducted root cause analysis and recommended corrective action plans to address service
• Ensured effectiveness of client specific standard operating procedures and key performance indicators
• Studied movement of goods to identify gaps in efficiency and other areas needing improvement
• Used analytical models and mathematical analysis to create and maintain key performance metrics
• Drove cost reduction efforts for supply chain AOP to meet annual operations targets
• Development and maintenance of data parameters and reports to track client milestones