Tina Jacoby Email & Phone Number

San Francisco, California, Us

San Francisco, California, Us

San Francisco, California, Us

San Francisco, California, Us

Mclean, Va, Us

Key Initiatives:October 2017 – April 2018: Service Cloud Expansion and Program Guidance Client: Non-profit independent financial services corporation focused on providing retirement plans and related services for more than one million public sector participant accounts. -Implemented Service Cloud to allow Call Center associates to pass Cases to back-office operations teams-Provided Program Level guidance and thought leadership to keep multiple work streams working in a consistent manner.

Columbus, Ohio, Us

Service Delivery Manager-Manage team of Business Systems Analyst and execute on project portfolio-Support 9,000 Salesforce users across 16 business segments-Identify, develop, and initiate solutions where precedents and procedures may not exist. -Work cross functionally to solve problems and implement changes-Advise partner IT teams when a Salesforce solution is the best fit-Analyze decisions and actions to ensure they support strategic direction. -Seek opportunities for joint solutions of related problems with other areas.Key Projects:-Retail Relationship Plan: Drove effort to enable new sales tool that provides critical customer information to bankers early in the customer interaction; integrated a complex deposit account origination process with Salesforce; has resulted in a marked increase of deposit balances for new deposit customers-Lending Origination: Integrate Salesforce with NetOx lending origination system to provide the logical flow of sales process into home lending origination; Provides real time updates between Banker, Mortgage Loan Officer, and Lending Processors.-Loyalty Express/ExactTarget COI Newsletters: Implemented ExactTarget connector to use contact information in weekly, monthly, and quarterly newsletter campaigns to help Mortgage Loan Officers to nurture relationships with COIs.

Columbus, Ohio, Us

As Business Systems Analyst Lead:-Led team comprised of Project and Production Support Analysts while executing on project portfolio-Supported 8,000 Salesforce users across 16 business segments-Scrubbed project portfolios of IT partners to identify where a Salesforce solution was the best fit-Partnered with business segments to align technology solutions with business strategies-Documented project scope, functional and technical requirements-Managed User Acceptance TestingAs Scrum Master:-Worked with Agile coaches to make transition from traditional Waterfall to Scrum Methodology-Worked with Product Owner to assess Business Value of requests in order to ensure most valuable work is prioritized higher in Sprint Planning-Facilitated Daily Stand Ups, Backlog Grooming sessions, Sprint Reviews and Retrospectives-Maintained schedule alignment of Sprints and Enterprise ReleasesKey Projects:-Enterprise Customer Complaints Solution: Implemented solution to capture complaints against Huntington, Huntington Colleagues, or Huntington Vendor/Partners-Enterprise Chatter Implementation: Overcame objections to implementation by mitigating key risks inherent with using a social collaboration tool in a financial institution. Assisted with the creation of the Chatter Charter, which outlined appropriate use of Chatter.-Colleague Support Ticketing: Implemented a customer Case-like solution that integrates with HR data to allow retail support colleagues to identify callers, track issues, and report on trends); Utilized Service Console view-Document Exception Management: Used Cases to build process that allows Retail Operations team to communicate document exceptions to bankers in order to prevent account closure. -Sales Tools Redesign: Designed Consumer and Commercial focused relationship plans, pre-call plan, and performance tool to guide a consistent, effective interactions with customers.

Columbus, Ohio, Us

-Led Production Support team responsible for enterprise applications, including Huntington’s Salesforce implementation (7,000 + users), Enterprise Services (COBOL), WESB (SOA) Services, Enterprise Sales and Service (Retail servicing application), Customer VRU, and Call Center applications -Responsible for Incident Management, Issue Resolution, Prioritization of Production projects Key Initiatives:-Led Enterprise Services Stabilization project to reduce MIPs consumption on the mainframe, which ultimate resulted in better performance, higher availability and lower operating cost-Established Support/Development workshops to encourage knowledge transfer for new applications-Worked with cross-discipline team to identify, prioritize and implement improvements to Enterprise Services to increase efficiency and reduce strain on mainframe capacity-Developed Case Resolution process in Salesforce to prioritize, schedule and implement fixes for production issues-Developed training for a temporary Help Desk to assist with post-implementation questions from users -Developed process to trend incoming service requests and report findings to core team for training improvements and tactical projects-Coordinated annual Disaster Recovery efforts for on-premise applications supported by our team

Columbus, Ohio, Us

-Directed team of production support, developer and business analyst resources responsible for all applications (60 +) used by Huntington’s Private Financial Group, which included Personal Trust, Corporate Trust, Custody, Mutual Fund Processing, Operations, Investments, Insurance and Investment Management Advisors-Conducted Open Issue Reviews with multiple vendors-Worked with peers to establish processes and procedures to support HNBs move to the Shared Services ModelKey Initiatives:-Served as Lead BSA on on-boarding project for new client that doubled volumes on our core accounting system-Created Production Support Turnover process and documentation to allow the Support Team to take over support on new applications/processes

Columbus, Ohio, Us

- Analyzed processes for individual business units to determine what technology solutions could be implemented to improve efficiency and reduce risk (automation, system controls)Key Projects:-Agenda/Batch Re-Order-Unizan Bank Conversion-Sky Bank Conversion-Hardware Refresh-Bank Secrecy Act/Anti-Money Laundering Compliance-Corporate Trust Conversion-Developed Options Order Management tool to assist the sales team (option decision-making, performance tracking, populating trade tickets accurately) and the operations team (trade ticket tracking, volume statistics reporting, scripted AddVantage transactions– avg. 300 tickets/ 6000 trades per month)-Created application used jointly by Custody and Trust Ops to automate approx. 3000 transactions/month that were previously entered manually in the trust accounting system and Hogan to post fees to Trust accounts and to related checking accounts -Created technical support documentation and user guides for new and existing processes and applications-Provided oversight reporting projects in process for Senior Management -Acted as liaison between business representatives and IT to prioritize technology service requests

Columbus, Ohio, Us

-As a citizen developer, I worked with partners in the Personal Trust, Corporate Trust, Custody and Settlement groups to identify opportunities for automation and process improvement. -Used SQL, Access, and Crystal Report to meet complex reporting needs

Cis

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