Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Audrey Gagnon

Sayreville,NJ

Summary

Accomplished business operations leader with expertise in program management, process documentation, and cross-functional collaboration. Proven success in creating and managing project plans, developing standardized playbooks, and driving adoption of new processes through effective change management strategies. At Citrin Cooperman, led the development of onboarding frameworks, automated workflows, and compliance protocols, enhancing service delivery for hundreds of clients while supervising staff and vendors. At Happinest Brands, supported financial operations and built data-driven reporting tools that improved decision-making and operational accountability across 600+ franchisees. Skilled in overseeing platform deployment and optimization, managing employee and vendor performance, and presenting program outcomes to senior leadership. Recognized for identifying continuous improvement opportunities, strengthening business controls, and fostering inclusive, collaborative environments that ensure both regulatory compliance and long-term program success.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Business Process Outsourcing Manager

Citrin Cooperman
06.2025 - Current
  • Supervise cross-functional onboarding and program delivery, coordinating with internal teams and external vendors to ensure seamless client transitions and service delivery.
  • Provide operational oversight and compliance monitoring, ensuring all processes align with firm standards, client requirements, and regulatory obligations.
  • Manage workflow execution through Smartsheet and SharePoint, developing standardized checklists, intake forms, and automated processes that improved accuracy and reduced turnaround time.
  • Lead vendor coordination for system access and service delivery, ensuring adherence to safety, security, and compliance protocols.
  • Oversee invoice processing, contract tracking, and reconciliation, maintaining accuracy while identifying opportunities to automate manual steps.
  • Monitor and report on program KPIs and project performance, preparing dashboards and updates for directors and partners to guide decision-making.
  • Drive continuous process improvement, developing scalable workflows that enhanced client experience, increased reporting transparency, and reduced bottlenecks.
  • Foster an inclusive, collaborative team culture, working closely with managers, staff, and cross-department stakeholders (Finance, IT, Procurement, Legal) to deliver consistent, high-quality results.

Business Analyst

Happinest Brands
06.2021 - 05.2025
  • Acted as a business analyst supporting financial and operational programs across 600+ franchisees, with responsibility for budgeting, reconciliation, and invoice processing.
  • Conducted detailed data analysis on financial and marketing performance, cleaning and validating data sets to build actionable dashboards in Access and Tableau for senior leadership.
  • Managed franchise contracts, compliance documentation, and vendor communications, ensuring accuracy, timeliness, and alignment with regulatory and company requirements.
  • Partnered with Finance, IT, and Marketing teams to develop standardized reporting and process improvements, enhancing visibility into KPIs and improving decision-making.
  • Supported program rollouts and operational initiatives by gathering requirements, documenting workflows, and recommending process changes to improve franchisee onboarding and support.
  • Developed tools and resources to streamline recurring financial and operational tasks, reducing errors and improving efficiency across the franchise network.

Education

Bachelor of Science - Marketing

Rowan University
Glassboro, NJ
08-2013

Skills

  • Program & Project Management: Leading cross-functional teams; managing program delivery, onboarding, and service implementation
  • Vendor & Staff Oversight: Coordinating vendor performance, ensuring compliance with contractual and safety protocols, and supervising staff execution
  • Process Improvement & Compliance: Designing and standardizing workflows; driving automation initiatives; ensuring adherence to regulatory, contractual, and operational standards
  • Data Analysis & Reporting: Building dashboards (Power BI, Tableau, Access) to track KPIs and provide actionable insights to senior leadership
  • Financial Operations: Budgeting, reconciliation, invoice processing, and oversight of business controls to ensure accuracy and accountability
  • Cross-Functional Collaboration: Partnering with Finance, IT, Procurement, Legal, Marketing, and Operations to resolve business challenges and enhance service delivery
  • Customer Experience Enhancement: Improving onboarding and program processes to create consistent, high-quality client and franchisee experiences
  • Systems & Tools Expertise: Smartsheet, SharePoint, Microsoft Forms, Power BI, Tableau, QuickBooks Online, SAP, Salesforce

Certification

Google Data Analytics

Timeline

Business Process Outsourcing Manager

Citrin Cooperman
06.2025 - Current

Business Analyst

Happinest Brands
06.2021 - 05.2025

Bachelor of Science - Marketing

Rowan University

Similar Profiles

CREATE PROFILE