Responsible for workday security configuration. Creation, auditing, maintenance and editing of on-going security groups, assignable roles, segments, document categories, reference ID's, domain security policy and business process security policies management and Role AssignmentsRecommending types of roles employees would be assigned to based on streams of business in HCM and Finance, such as company cost center facility supervisory pay cycles rolesWorkday Security Lead on Core HCM and FIN channels, such as Payroll, Time tracking, Cost center, Compensation etcCreating Architectural diagrams - Workflows

Implementation of HR Payroll Time Keeping System, WFM INFOR application across, using a phased approach across USA/Canada for HBC, Saks and Saks 5th. Working on gathering missed/new requirements and or enhancements. Phase I and Phase II migration of Store TA system, Department Minimums, Offsets etc. Owning functional configuration/build, using agile methods in a cloud-based environment. Using an Agile methodology approach...Analyze requirements gathering > configuration/build (Dev + Test environment > QA UAT > Sign offs > Configuration/build and Production (go live). Assess, analyze and interpret business needs, translating into operational plans, projects and documenting guidelines (i.e. Holiday Pay Process, WFM FAQ’s, Passwords etc.) Working within Benefits, HR and Payroll teams to support applications such as EBS, ECSA, HCM. Defining process and continuous improvement requirements for new system initiatives. Documented business processes to support flows related to current / future state systems. Defining system related root cause and action plans for business level opportunities. Training, educating and engaging business in production, payroll and WFM system support. Being part of daily, weekly conference calls, such as RAID etc Configuring Job codes, mapping to ODS lookups, running jobs into demographic hierarchy to make sure the job codes are skilled to the correct security groups

MS PowerPoint, Visio used to prepare presentations in the form of Bonefish, swim lanes, waterfall, work flows incorporating SDLC, agile methods to plan, design, develop and test. Documented process guidelines, examples include, Change Management process, SLA Code Level for WFM ops and Business Ops teams. Administration of Compas coaching tool, reviewing workgroups, skill groups, queue consolidation, coupling, un-bundling etc. Reviewing key financial analysis, strengths and weaknesses to determine the best modelling/approach from a business needs point, using BCA (benefit cost analysis). Create workflows, gathered requirements, liaise between business and Vendors. Assist to create strategic business documents, such as onboarding protocols, using RACI. Managed Organizational structures with SharePoint, Workday, HR departments. Analyze, deep dive reporting data, update, present and provide recommendations to business and operations through SaaS, BRDs QBR’s, such as, FTE cost savings, Queue management, consolidation or Target adjustments for KPI/SLA agreements. Supporting multiple portfolios, administration of backend hiearachy/profiles in Verint scheduling tool to support Canadian Student Loans (CSLP), Payment Solutions and Student Lending. Gather and review business trends and provide insight/recommendations to improve business processes and change management

Administrating Compas Orbit Coaching tool for Contact Centre and Operations team. Managed data flows from various D+H applications, including reloads and data errors. Manage ETL/FTP files, validated, fixing hierarchy errors and updating system logs. Configure/enhance Scorecard’s, updates and managing and dashboard. Migration of users / system from Verint scheduling tool v7.7 to v11.1. Created new users, managed access scopes dependent on job role, liaising with the Vendor client for observed performance issues. Specialized in technology administration, integration/upgrades of new tools, such as Telephony platform from Symposium to Verint, Avaya to Cisco. Improving process trends within WFM department. Managing Gainshare and SaaS accounts for Vendor/Client

Responsible for supporting business, overseeing business needs, reviewing call center data for scheduling patterns, forecasting and analyzing staffing levels for service levels. Manage, update and align organizational hierarchy through MS Visio and Workday. Taking care of daily issues, such as login issues, vacation planning or adhoc offline work. Review scheduling patterns, open, mid, close and make changes on a daily/weekly basis

Responsible for frontline CCR team in a union environment Provided team meetings, coaching, quality monitors and KPI achievements such as AHT, Quality and sales Increased sales and performance on the team to exceed company goals Supported the team with sales techniques, taking escalated calls to resolve any customer service matters that required world class customer satisfaction. Increased Average Order Value (AOV) for teams by 9% over a 3-month period, resulting in finishing 5% above site target for year-end through coaching and training. Deliver effective coaching solutions, tips, strategies and structures on the business whilst managing metrics such as AHT, Quality, FCR, Sales and Transfers

Delivered effective solutions, coached employees using Compas tool to ensure KPI achievements were met. Telecommunications, Billing and Wireless. Monitored attendance through IEX work force system and KRONOS time and attendance and completing payroll submissions. Evaluated quality call monitors through Verint, live and recorded for Quality Assurance. Taking escalated calls and resolving customer issues with first call resolution.