Briani Forbes

• Maximized ROI for technology investments through careful analysis of requirements, cost-benefit assessments, and stakeholder input.
• Successfully managed multiple simultaneous projects while adhering to strict deadlines for optimal progress tracking.
• Improved cross-functional communication by establishing regular meetings and facilitating clear documentation.
• Interfaced between business channels and internal departments, aligning wishes of sales and finance departments with customer service realities.
• Performed risk management assessments on projects.
• Mentored and supported 150 technical department employees to create strong workplace culture
• Championed continuous improvement initiatives within organization, driving efficiency gains across all projects
• Led process improvement initiatives by conducting thorough analyses of existing workflows, identifying bottlenecks and redundancies that hindered progress toward established targets
• Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals.

Citizens Bank

Implementation of Comprehensive Compliance Program

• Spearheaded thorough audit of all banking disclosures, identifying over 50 instances of non-compliance with federal and state regulations
• Conducted in-depth analysis of applicable regulations to understand their impact on current operations
• Identified gaps in existing compliance measures and developed roadmap for addressing them
• Collaborated with compliance officers, legal teams, IT, and senior management to gather requirements and ensure alignment
• Coordinated with regulatory bodies (e.g., CFPB, FTC, FinCEN, OCC BSA/AML and OFAC for guidance and best practices
• Implemented risk management frameworks in-line with OCC heightened Standard resulting in 20% reduction in operational risk and cost savings of $500,000
• Utilized advanced risk assessment tools and effectively communicated changes to stakeholders
• Collaborated with IT to incorporate compliance requirements into existing systems, new software solution for reporting and monitoring
• Achieved full compliance with all relevant regulations, as confirmed by internal and external audits, significantly reducing the institution’s exposure to legal and financial risks
• Implemented regular monitoring and auditing processes that resulted in a 20% increase in compliance efficiency
• Developed reporting mechanisms for prompt identification and resolution of compliance issues
• Enhanced compliance program through continuous feedback loops based on internal audits and external regulatory update.
• Maintained schedules to meet key milestones at every project phase.
• Developed project plans identifying key issues, approaches and performance metrics.
• Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
• Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
• Documented specialized data and requirements to address business demands.
• Developed comprehensive project plans to ensure on-time delivery and successful outcomes..
• Supported business continuity and disaster recovery.
• Developed risk mitigation strategies for potential compliance issues, safeguarding company from costly penalties and legal actions
• Streamlined regulatory processes by implementing project management best practices, enhancing efficiency and reducing time to market
• Continuously monitored updates in regional regulations, disseminating crucial information within organization to maintain current knowledge amongst colleagues
• Spearheaded initiatives focused on continuous improvement in organization''s overall regulatory compliance framework, driving sustainable growth and minimizing risk exposure
• Championed proactive approach to managing emerging regulations, staying ahead of industry trends to better anticipate future requirements
• Conducted thorough gap analyses on existing regulatory documentation, identifying areas for improvement to ensure compliance with all relevant guidelines
• Streamlined project management processes by implementing agile methodologies, resulting in improved efficiency and reduced costs
• Managed budgets exceeding $5 million while effectively controlling costs through diligent financial oversight
• Implemented change management processes to accommodate evolving project requirements while minimizing disruptions
• Collaborated with business analysts to gather requirements, ensuring projects met business needs and expectations
• Maintained schedules to meet key milestones at every project phase
• Adapted quickly to unexpected challenges or obstacles encountered during project execution, devising creative solutions without compromising objectives
• Evaluated vendor proposals, selecting those that provided the best value for cost, quality, and timeliness
• Developed comprehensive project plans, identifying risks and mitigation strategies for timely completion
• Conducted post-project evaluations to identify areas of improvement and implement corrective actions for future endeavors

U.S. Navy

• 
  Federal Risk and Authorization Management Program (FedRAMP) Joint Authorization Board (JAB).
  • Delivered hardened operating system & network components built to DISA Security Technical Implementation Guide (STIG) standards in omnichannel cloud contact center with stringent security & reliability assurances.
  • Assisted U.S. Navy with utilizing new technology by providing information in a very specific way & reported to highest ranking Officer communicating with company heads for clear understanding to ensure budgets were met.
  • Led SaaS-based Humanify Enterprise for Government (Humanify–G) & System Integration Test Facility (IL 4).
  • Wide range of project management responsibilities included Commercial Lab, UCCE, CIPC phone, teams and agent accounts, Bucher and Sutter, Finesse, Verint, & Commercial lab connectivity to commercial CRM System.
  • Leveraged engineering background to help 250+ tech teams fully understand & execute business requirements.

USAA-Contractor

Enterprise Storage & Virtualization Platforms SAN Storage Expansion

Data Center Transformation

• As part of the USAA Modernization RC3 project upgrading existing Virtualization platform and increasing SAN storage capacity expanding Data Centers across USAA's National & International Locations, impacting 2,000+ end-users and 10+ IT teams
• Gathered business requirements, designed, and tested 200+ custom applications for seamless integration with enterprise storage and virtualization platforms
• Achieved $50M annual savings by centralizing management of 100 global contact centers within a managed data center environment
• Spearheaded an initiative exceeding quality benchmarks, enhancing Service Level Agreements (SLAs) and customer satisfaction
• Implemented innovative technologies, improving process efficiency, quality, and reducing operational costs
• Implemented systematic evaluation methods for proactive risk mitigation and optimal resource allocation
• Provided comprehensive technical training and documentation, enhancing team's professional development and project delivery
• Continually demonstrated excellence in being able to mobilize teams and maintain motivation to carry out goals under stringent timelines that included Microsoft Office Suite, Share Point, JIRA, Agile, Service Now.
• Held weekly meetings with Board of Directors and the key stakeholders as required by communication plan.
• Managed Design, Build, Integration & Install of multiple Enterprise platforms migrating 250k+ international & national call center agents & 3rd Party deployments Oracle, Verint, IEX, & Nuance Interdiem & Aceyus Reporting.
• Managed HP SAN and NetApp storage environments, as well as ESX/VMware virtual server and HP server environments
• Implemented diverse communication solutions, including VoIP, custom Desktop softphones, and screen pops, enhancing customer engagement cross all lines of business.
• SAN Storage, the Data Center Transformation, & training for all 2k+ end users and 10+ IT teams which included but not limited to USAA's National & International Locations.
• Gathered business requirements, created, & tested 200+ custom applications follow the sum implementations.
• Saved $50M annual telecom expense by converting 100 global contact centers to centralized managed datacenter
• Led executive sponsored service metrics initiative to exceed quality & client expectations & Agreements (SLAs).
• Removed barriers with 50+ IT suppliers & formed successful partnerships with USAA's IT support teams.
• Mastered project management best practices such as Agile, SDLC, Waterfall, Six Sigma, Unified Communications Implementation Methodology for Cisco, Conflict Management Risk & Issue Management Financial Modeling.
• Assume responsibility for all aspects over the entire project life (initiate, plan, execute, control, close) Cradle to Grave of project products, services, and deliverables, including participating in reviews, audits, and site visits
• Entrusted to coordinate & check all subcontractor activities and administers subcontractor deliverables and finances while 100% ensuring full compliance with relevant corporate & government policies and standards.
• Improved process cycle time, quality, & reduced costs by justifying multiple innovative business technologies.
• Continually earned remarkably high marks for properly directing project activities to meet client & organization work goals while serving as liaison with clients to coordinate activities, negotiate tasks, & solve various problems.
• Developed and implemented methods to systematically evaluate resources, systems, process technology, and facility to analyze data & predict obstacles or situations potentially causing delay or affecting project deliverables.
• Administered trainings, training documentation, & provided technical writing for team’s technical development.
• HP SAN and NetApp storage environments
• ESX/VMWare virtual server and HP server environments, VMware and Virtual
• Stakeholders to mitigate risks and improve service quality and costs that ensures availability and minimizes downtime while improving efficiency, reliability, and accelerated innovation
• VoIP to custom Desktop soft phone and custom screen pops, Click to Chat, Text to Speech, Text to Call, Video on Demand, Hard Phone to Softphone, All Channels- Mobile, Web, Face to Face, Contact Center, ATM
• All Lines of Business- Banking, Deposits and Credit Card, Investments, Mortgage, Insurance, National and International Locations internal and offshore team members
• Documented business needs, requirements and solutions into work products, (Process maps, VOC/CTQ, Requirement Specifications, Use/Test Cases, Change Requests) in support of development projects, change control or application maintenance activity.
• Worked flexible hours across night, weekend, and holiday shifts
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Resolved problems, improved operations and provided exceptional service

USAA Contractor

Enterprise Modernization RC3 Project

• Gathered business requirements, created, & tested 200+ custom applications follow the sun implementations
• Saved $50M annual telecom expense by converting 100 global contact centers to centralized managed datacenter
• Led executive sponsored service metrics initiative to exceed quality & client expectations & Agreements (SLAs)
• Provided strategic guidance on technology adoption, facilitating clear communication between stakeholders and ensuring alignment with organizational budgets and objectives standards in an omnichannel cloud contact center with stringent security & reliability
• Designed and administered standards and policies for USAA’s enterprise applications and centralized IT platforms
• Managed multiple international and national platforms directed migration of 250,000 national and international call center agents
• Implemented best practices, ensuring compliance with regulatory requirements and minimizing legal risks
• Developed strategic plans aligning with business objectives, driving transformative change, risk mitigation, communication plan, change control, production roll-out, burn-in, and day-two support
• Utilized project management best practices (Agile, SDLC, Waterfall, Six Sigma) for efficient project delivery.
• Managed cross-functional teams to deliver high-quality products within scope and budget constraints.
• Championed continuous improvement initiatives within organization, driving efficiency gains across all projects.
• Conducted risk assessments to identify potential issues early project lifecycle, mitigating potential delays or setbacks.
• Developed comprehensive project plans, resulting in successful on-time delivery of multiple programs.
• Ensured compliance with industry regulations and organizational policies throughout program lifecycle, mitigating potential risks or liabilities
• Spearheaded change management efforts during organizational transitions, minimizing disruption while maintaining focus on key objectives.
• Managed cross-functional teams to deliver high-quality products within scope and budget constraints
• Championed continuous improvement initiatives within the organization, driving efficiency gains across all projects
• Led process improvement initiatives by conducting thorough analyses of existing workflows, identifying bottlenecks and redundancies that hindered progress toward established targets
• Coordinated large-scale events such as conferences or product launches, securing valuable brand exposure and generating significant leads for sales teams
• Devised tools and benchmarks to improve team performance and monitor production
• Manages technology projects supporting OMBP enterprise and LOB
  information technology platforms.
• Facilitated stakeholder communication, leading to improved alignment between business objectives and program goals

USAA Contractor

Financial Disclosures Audit Compliance

• Directed exhaustive review of banking disclosures, utilizing advanced auditing tools to identify over 50 instances of non-compliance with key federal and state regulations, including TILA/Reg Z, UDAAP, and FCRA/Reg V.
• Conducted detailed regulatory gap analysis, mapping current disclosures against legal requirements to pinpoint deficiencies and developed a comprehensive remediation plan to align disclosures with regulatory standards
• Orchestrated collaboration across legal, compliance, marketing, and product development teams to implement revised disclosures, leveraging project management software (e.g., JIRA, Asana) to track progress and ensure timely execution
• Designed and deployed specialized training programs using LMS platforms to educate staff on regulatory requirements and proper procedures for issuing revised disclosures, enhancing organizational compliance competency
• Performed thorough risk assessments to identify potential issues and formulated effective mitigation strategies to safeguard project delivery timelines.

• Provided technical expertise throughout all phases of project, ensuring accurate execution of designs and specifications.
• Maintained records for each project and engineering discipline.
• Monitored installation of materials and equipment for compliance with drawings and specifications.
• Identified technical risks within managed projects.
• Reviewed progress controls for project quality assurance.
• Determined and scheduled priorities as required to progress engineering work.
• Delivered concise instructions to technical team to maintain quality control.
• Conducted thorough feasibility studies before initiating projects, avoiding costly delays or cancellations later on.
• Identified risks and implemented mitigation strategies, minimizing potential issues during project lifecycle.
• Proposed design concepts, worked with customers to incorporate changes and oversaw design process.
• Provided technical leadership for company to effectively steer strategic plans and future projects.
• Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination.
• Checked design compliance with product specifications and standards requirements.
• Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
• Developed and led multi-disciplinary team to redefine problems and reach solutions based on different perspectives.
• Oversaw large portfolio of projects to support teams, report progress, and influence positive outcomes for key stakeholders.
• Managed design and manufacturing teams to build proprietary process equipment within aggressive cost and time constraints.
• Drafted assemblies, models, and other technical drawings.
• Devised overall strategy for documentation and identified as-built designs and final building information models (BIM).