Tracey Terry Email & Phone Number

• Swiss Post Solutions, Inc Nov 2017 to PresentContracted to implement digitization and business process management services for a Fortune 500 Insurance Company. Services include imaging of physical and electronic forms.
• Led the effort to publish 50+ performance reports that meet both contracted Customer metrics along with operational monitoring reports. The visualizations were built using ElasticSearch’s Kibana tool and a NoSQL DB..
• Managed a strategic effort, over a 3 week period, to identify the next generation rollout plan targeted to implement 3.5m documents, over 9 million pages in 22 Epics.
• Leading the Business Analysts to develop a set of requirement deliverables based on a newly introduced Agile methodology. Building out standard repeatable processes and templates to quicken the pace for delivery which.

33 Liberty St, New York, NY

• Led technology teams to ensure business strategic roadmaps were realized and projects were implemented to the Customer’s satisfaction. Negotiated and managed an annual $23m budget, resolved escalations and conflicts.
• Implemented data collections for key Bank objectives, such as, financial institution reporting compliance to Dodd Frank policies, tri-party repo, liquidity (CLAR), capital (CCAR), fund rates and Shared National Credit.
• Through an agile methodology, implemented a data marketplace allowing business users to find and locate data reducing duplication of data and associated cost.
• Introduced emerging technologies, by working with our Innovation staff, such as; Hadoop, natural language analyzer, predictive analytics, sentiment analysis, and hypothesis generation.
• Drove the implementation of a new Survey tool supporting the Business’ external survey data collection program. Achieved the deadline to migrate from legacy technologies prior to the sunset dates.
• Negotiated and documented a Service Level Agreement (SLA) for the data collection user interface to further strengthen the split operations support model of regulatory data collection.

Greater New York City Area

• Accountable to work with the business on their satisfaction of IT infrastructure and end user services delivery. Assigned to Bank business lines with objective to review and communicate both Technology & Business.
• Received one “in-place” promotion within first 18th months of employment.
• Achieved Bank objective to address operational vulnerability of single operation location for key trade facilities. Built split operations with a key communications links so teams could work as one.
• Addressed local operational recovery vulnerability by standing up a separate Business Continuity facility for local operations and C-Level staff to operate remotely.
• Developed a Customer Satisfaction program to track ratings and obtain voice of the customer for continued improvements. Achieved an increase in ratings from 3.6 to 4.2 and improved boot up time from 20 min to less than.
• Worked with Sr. Management to implement an ITIL Service Management Strategy, which included the adoption and consolidation of a single Incident, Problem and Change management.

Livingston, NJ

• Provide ITIL process support services and performance reporting in the Technologies division of American International Group, Inc., ranked 9th in the fortune 500 companies with over 90,000 employees globally. Key.
• Automated the production of over 100 manually produced reports including an introduction to a centralized web reporting tool.
• Re-engineered the Customer satisfaction surveying process driving response rates to 13%.
• Intentionally focused on executing a plan that decrease Customer dissatisfaction to 4%
• Managed Desktop Services vendor to increase SLA performance to meet 100% of contracted service levels in a 6 months timeframe.
• Utilizing Six Sigma and ITIL methodologies to manage and mitigate recurring problem areas.

New York, NY

• Operations Manager, Morgan Stanley Account Managed the external Client Service Desk for multiple Business Units in the Securities Industry providing a follow the sun Help Desk support model with staff located in North.
• Initiated Monthly Customer Performance Review meetings.
• Developed Monthly performance reporting.
• Created Customer Service Training.
• Conducted analysis on calculations for transaction based billing.

Mt. Olive, NJ

• Managed the Program Office for a $40.0m Outsourcing Program in the Chemical Manufacturing Industry. Goal was to effectively transition Outsourcing Services from competitor to achieve the contractual target of 65.
• Established a system to support a complex billing & reconciliation process including international and domestic invoicing.
• Implemented a Project Database to initiate, authorize, track and invoice out of scope projects.
• Implemented Reporting database to assist in tracking SLAs, employee productivity and volume trending.
• Managed Incident Process and exceed the closure rate by 6 days.