• Created, developed and maintained Automated Solutions using the NICE Robotic Process Automation (RPA) application• Defined Process Maps according to business requirements• Supported existing processes and implemented change requirements according to business demands• Conducted UAT which includes planning, scheduling and documentation• Created progress reports and presentations for the stakeholders and executives• Collaborated with other teams and stakeholders to identify and meet automation needs• Served as SME for the technical aspect of the system and ensure that best practices are being followed

• Created and delivered content for employee communication channels including organizational announcements, changes and updates in internal processes, company events and other project-specific communication projects as needed• Provided leadership in developing innovative strategies for delivering effective employee communications globally• Monitored and updated communication materials and messaging guides including communication plans, fact sheets, calendars and reports• Served as a trusted communications partner for leaders, stakeholders, Marketing and executives• Developed targeted communication strategies and techniques that drove employee awareness and engagement• Provided messaging guidance and tools to the frontline staff• Provided consistent and in-depth reporting on the performance and issues across all communication channels• Analyzed internal processes to identify gaps and evaluate potential solutions• Assisted in developing process improvements to ensure compliance with company standards and procedures• Managed projects through design, evaluation, test and implementation

• Wrote and delivered performance evaluations for agents• Assisted the manager with any disciplinary communication, decisions and actions when required• Responsible for team performance to attain department KPI’s• Conducted regular coaching sessions• Conducted training to agents, senior agents and supervisors• Participated in interviewing and recruiting agents• Handled escalated issues from customers including escalated calls• Provided assistance to agents for customer concerns