DIRECTOR, ID MANAGEMENT &ONBOARDING GUIDES TTEC
- Designed and implemented a new hire onboarding process that increased day 1 show rate to 95%
Jun '20 - Jan '25
Remote
- Steered the development & implementation of the Agent State Tracking Tool, utilizing Atlassian JIRA to oversee the entire employee lifecycle from recruitment to production and automate reporting functionalities
- Launched an internal agent activity tracker empowering employees to monitor their onboarding status from hire to production & communicate with leaders throughout the process, utilizing project management skills for seamless implementation
- Continuously drove the enhancement of the design of the IAM process, covering identity governance, authentication, authorization, & privileged access management to significantly boost user experience & reduce ticket processing time by 2 business days utilizing tools like Service Now, Cisco, Workday, Okta, & Active Directory, with a focus on enhancement through Service Now integration
- Directed & nurtured a team of Identity engineers & Onboarding analysts, offering support, coaching,& fostering professional growth
- Collaborated with multiple teams to seamlessly integrate Identity solutions into cybersecurity &IT practices, enhancing cross-functional communication & operational efficiency
- Identified and mitigated IAM-related security risks, ensuring security controls were effectively implemented.
MANAGER/SENIOR MANAGER,GLOBAL WORKFORCE MANAGEMENT & ID MANAGEMENT
TTEC
Oct '12 - May '20
Remote
- Constructed and executed a comprehensive Identity and Access Management process that reduced internal access cycle time from 9 business days to 2 business days and decreased system access error rate from 12% to 5%.
- Forged strategic partnerships with IT, Talent Acquisition, HR, Learning Delivery, & Operations departments, resulting in a 10% enhancement in provisioning & de-provisioning efficiency
- Recommended new Identity technologies such as RDP automation & AI-powered solutions, leading to a 20% cost reduction
- Spearheaded system access for over 10,000users across multiple platforms, involving user account setup, role allocations, access level configurations, & permission assignments
- Ensured adherence to pertinent regulatory requirements including GDPR,HIPAA, SOX, &NIST by implementing data encryption software& utilizing compliance monitoring systems to heighten data security measures & ensure legal data handling
- Administered creative scheduling techniques & innovative staffing strategies to optimize workforce management KPI targets for enhanced AHT, ICO, & ABS metrics
SPECIALIST, GLOBAL WORKFORCE MANAGEMENT & ID MANAGEMENT TTEC
Oct '07 - Sep '12 Springfield, Missouri
- Optimized workforce management operations by implementing innovative scheduling techniques with WFO tools to meet & exceed KPI targets
- Aligned staffing with demand through the implementation of workforce planning tools like WFO, CMS, & client-facing applications to enhance operational efficiency
- Enhanced real-time adherence by optimizing scheduling processes using WFO & RTA tools, resulting in a 50% increase in real-time adherence
- Supervised system access for over 10,000 users by setting up & maintaining logins, adhering to least privilege principles & authorization using IAM systems
CITY MAIL CARRIER
Apr '04
- Ensured efficient route planning for timely mail delivery, utilizing GPS navigation tools,& implemented precise sorting techniques to minimize delivery errors & enhance service reliability
- Utilized memorization to implement precise sorting techniques, resulting in a boost in customer satisfaction & reduced delivery errors
- Contributed to maintaining seamless operations during peak periods through effective teamwork, problem-solving, & time management skills
- Undertook routine audits & manual tracking processes to meticulously track mail transactions, ensuring accountability & transparency
- Guaranteed a secure work environment by strictly adhering to safety protocols, minimizing incidents, & promoting a culture of workplace safety
MANAGER
Churchill Coffee Company
- Championed the development of training resources to elevate staff competencies & ensure store uniformity
- Boosted service quality& productivity at multiple sites, driving operational excellence
- Managed optimal stock levels & cost savings through efficient inventory & vendor management using Excel
Jan '00 -Mar '04 Springfield, Missouri
- Drove significant revenue growth for the catering division by attracting high-profile clients through strategic networking events
Encouraged team innovation in operations, fostering new processes within retail, catering, & service projects, resulting in
increased efficiency
