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Work Background
Bank of AmericaVice President; Manager | Incident & Change Management | Control Monitoring & Mitigation
Nov. 2018Greater Los Angeles AreaServing as the team lead for ICM, whose primary responsibility is to engage in any event that may have operational impact to the Bank’s consumer contact centers. Adept at managing multiple events across the environment, while leading a virtual team across the US & India. Deep understanding of the overall enterprise and associated risks. Regularly communicate with senior leaders, serving as the liaison between business and various support partners. Engaged on other assigned tasks necessary to ensure the support of major events, including but not limited to, Fraud, Regulatory, Reputational and Compliance. Strong influencing skills. Ability to foster support from direct reports and business partners alike. An inclusive, positive, and efficient leader with strong written and verbal communication skills. Actively identifies opportunities to reduce risk, and support business decisions. Direct oversight of performance and real time business continuity. Responsible for ensuring all operation metrics are identified, tracked, and reported for strategic response if necessary. Spearheaded the executive escalation support process, developing and implementing procedures and technology to improve turnaround. Manage scheduling for a team of 12, balancing weekend rotations, time off requests, and daily workloads. Work cross-functionally with the ODI team to develop and publish Incident & Change Management procedures and playbooks. Work closely with monitoring and Workforce Management to identify and action opportunities to improve performance. Maintaining a posture of operational readiness and front-line execution. Technical and problem-solving capabilities, and ability to work in a fast-paced environment. Leads meetings and supports team on real time triage. Coordinates technical and business resources to address production incidents impacting clients & agents.
Bank of AmericaAssistant Vice President | Business Continuity Consultant
Mar. 2010 - Oct. 2018Greater Los Angeles AreaIncident and change management. Responsible for 24X7 Incident, Change, Business Continuity and operational risk management for a footprint of approximately 19,000 Bank of America associates within 40+ sites for Customer Service and other supported businesses. Provide consulting to business partners and drive technology teams for fast, effective recovery of technical down times within contact center and digital channels. Served as a liaison between technology partners and the line of business for change implementation (identifying potential impacts, and mitigating risk. Interfaced across the company with risk management, technology, communication, vendors, and business executives. Use appropriate monitoring and troubleshooting tools, as well as analytical expertise to solve problems in a production environment. Focused troubleshooting of the Contact Center Voice, Desktop, Network, and ATM/ATA environments using tools like NICE IEX WFM, CCPulse+, Genesys Advisor. Managing triage of production issues and ensuring timely and accurate communications to executive leadership. Calculate Failed Customer Interactions (FCIs) and People Hours Lost (PHL) during impactful technical incidents/break fix situations. Provide expert analysis of Operations Call Statistics and Agent Call Statistics reporting and share actionable items to executives.
Bank of AmericaOfficer; Senior Operations Analyst | Workforce Management
May. 2003 - Mar. 2010Coordinate and implement the counter-measure activities within contact centers (and across multiple lines of businesses). Provide consultation and recommendations to leadership on performance improvement opportunities. Organize and maintain appropriate databases and coordinate and review incoming inquiries. Worked directly with the modifying/creating of SharePoint forms. Used systems like IEX TotalView, Avaya CMS to monitor incoming call volume and manage ASA and Service Level goals. Support multiple contact centers. Conduct statistical analysis including workforce planning and scheduling. Completed Six Sigma training associated with workforce management certification and was project certified
Bank of AmericaCustomer Service Representative II Contact Center
Jan. 2002 - May. 2003Provided service and sales to Bank of America customers within the direct/indirect loan portfolios in Dealer Financial Services. High customer service skills and the ability to handle escalated customer calls. Worked with multiple contact center systems to assist customers in differing portfolios (Loans, Deposits, Credit Cards).
Bank of AmericaTeller/Customer Service Representative
May. 2000 - Jan. 2002Process customer's deposits, withdrawals, payments. Sell Saving/Checking Accounts and other banking products. Leading teller and merchant teller within the banking center.
University of California, RiversideUniversity Outreach Program Coordinator
Jul. 1998 - Dec. 2000Greater Los Angeles AreaPrepared educationally and economically disadvantaged students to become eligible for post secondary education upon high school graduation. Increased college preparedness by academically supporting and monitoring students in their educational pursuits. Coached and mentored students from grades 9 - 12 to keep them informed of the advantages of a college education and the requirements for admission. Achieved all assigned goals by coaching and teaching students.
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