Global Software Organization - Digital Solutions

Coordinator for a database transition of employee records from Access Database to a new WFM system.Acted as an SME for the WFM system and for procedures within the Strategic Support Program (SSP).Functioned as a knowledge transfer bridge to create an efficient flow of information and improve the functionality of the WFM for SSP use.Gathered requirements from cross-functional teams and senior leadership to ensure high fidelity requirements, data transfer, and satisfaction of stakeholders.Managed a matrix team of Strategic Support Associates across three functions: SSP schedule management, Operations support, and the new WFM pilot program support team.Prepared weekly team meetings to discuss strategy, vision, and performance coaching.Prepared appropriate reports for senior management for project communications and processes.

Collected and analyzed Operations workflow data ensuring adherence to productivity and workflow benchmarks.Added detailed information on workflow and work completion to support all-clear times to cross-departmental dashboards.Rerouted support to work queues with reasoned insight backed by data.Followed and improved standard operating procedures.Communicated effectively adding value through information to meetings and conversations.Trained and mentored new team members in best practices and team expectations.

Supported National Planning Holdings (NPH) broker-dealer network processing client information updates. Operated in a quality control capacity to ensure the accuracy of client information.Trained new team members in best practices and standard operating procedures