• Directed end-to-end project implementation management for Microsoft ECIF Supplier Operations, ensuring seamless execution and timely completion.• Facilitated collaboration with partners and workstream leads to streamline supplier onboarding processes and enhance project efficiency.• Managed a team in coordinating the ECIF program’s assurance and compliance requirements, ensuring adherence to standards and procedures.• Supported project managers in planning, approving, and executing Microsoft ECIF projects, contributing to project success and client satisfaction.• Developed guidelines for managing support actions required by vendors/suppliers to achieve full ECIF enablement, optimizing funding utilization and project outcomes.

• Analyzed financial data of business units to identify trends, anomalies, and areas for improvement, providing crucial insights for strategic decision making. • Delivered valuable insights and recommendations to stakeholders based on comprehensive financial analysis, contributing to informed and effective business strategies. • Proactively monitored changes in costing principles and accounting regulations, assessing, and ensuring adherence by business units to uphold financial compliance. • Identified and implemented opportunities to streamline consolidation process, significantly improving efficiency and resource utilization.

• Conducted a thorough review of the complaint management process, implementing control mechanisms to proactively mitigate service infractions and enhance overall service quality.• Assured the seamless handling of customer service requests, including account openings and loan applications, ensuring compliance with established standards and procedures.• Audited survey engagement calls to uphold quality assurance measures, ensuring consistency in service standards and identifying areas for improvement.

• Generated a comprehensive monthly report on customer satisfaction and net promoter scores across various touchpoints, offering valuable insights into the bank's overall customer experience.• Tracked and managed bank-wide feedback engagement actions, actively driving them to resolution to improve overall customer satisfaction and service quality.• Led the digital channel drive by successfully onboarding customers onto Online/Mobile banking platforms, enhancing the bank's digital presence and accessibility.• Provided tool support assistance for feedback tablets and functionality across bank-wide channels, contributing to a smooth and efficient feedback collection process.

• Delivered exceptional frontline service to all clients, consistently representing the company in a courteous and professional manner, fostering positive customer relationships.• Executed precise processing of a variety of transactions, involving the paying and receiving of funds, while maintaining meticulous accuracy in balancing the cash drawer.• Proactively engaged with existing customers, actively developing rapport, and successfully referring them to new products and services, contributing to increased customer satisfaction and business growth.