Avp, Consumer Product Strategic Analyst – Customer Contact Command Center
CurrentDepartment acted as the bridge between the LOB/end users and technology as well as various support groups throughout the Bank.Provided daily applications/systems and reporting support for the Legacy Asset Servicing and Collections departments throughout all of Bank of America.Assisted on projects/deployments of various sites and departments, which consisted of granting application access, pushing applications, application configuration and strategic business operations planning.Provided telephony support hard/soft phone support as well as dialer telephony support to multiple lines of businesses. Telephony admin support for back end Inbound/Outbound phone queues as well as proper call routing support for Case Management LOBs.Daily conference calls with senior leadership/executives and consulted on team deliverables, support and strategic business operations planning.Provided support to technology as the bridge between the LOB/end user and technology during system triaging events to coordinate troubleshooting efforts and testing.Cascaded pertinent communications to executives and LOBs regarding system outages and site awareness communications. Offered 24hr support and on call support to the bank’s Military Specialty queues.Lead enterprise projects and initiatives by planning, organizing and managing resources to meet project goals and objectives.Utilize data to effectively communicate risks, assumptions, and dependencies and create action plans to mitigate issues identified.Work with various internal governance groups, associate readiness, communications, and compliance to ensure business controls are achieved.Communicate verbally, written and in presentation formats to key stakeholders within the line of business, multiple levels of management and executive leadership.Build and maintain relationships with other project stakeholders to ensure impacts to new and existing projects are quickly identified.
