Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Eileen Markey

Raleigh,NC
Eileen Markey

Summary

Results-driven professional with broad experience shaping and delivering effective global transformations with agility and measurable results. Excel at leveraging innovative solutions and technologies to deliver highest standards of organizational performance aimed at providing top-notch customer service and user experiences. Proven leader, successful at establishing and strengthening professional relationships with clients, vendors, and key stakeholders to realize business goals, gain competitive advantage and achieve bottom-line results.

Overview

23
years of professional experience
5

Certifications

Work History

MetLife

DIRECTOR, DIGITAL AUTOMATION
12.2017 - Current

Job overview

  • Manage the digital automation solutions and platform from governance and standards, to monitoring and optimizing performance across more than 10 million transactions to date
  • Manage automation portfolio of approximately 250 business critical processes, 500 digital workers and multiple technology solutions
  • Partner with leaders across various business areas to identify, prioritize and deliver optimum technical solutions
  • Lead a 30-member global, 24x7, cross-functional team resulting in 400% increase in operational support in less than 1 year
  • Spearheaded the establishment of a state-of-the-art global automation control center supporting over 40 different business areas and 4 regions
  • Established global controls and governance of digital automation solutions through close collaboration with audit, IT risk, access management and other internal IT partners
  • Institutionalized an agile, transformative culture enabling performance Insights and optimizing solutions to increase ROI.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.

Metlife

GLOBAL HARDWARE ASSET MANAGEMENT PROCESS OWNER
05.2014 - 12.2017

Job overview

  • Developed and executed global IT Hardware Asset Management processes and devised cost- effective IT service solutions
  • Fostered professional relationships with procurement, expense management and critical stakeholders to establish key service strategies and effective outcomes
  • Established requirements and implemented cloud-based software "ServiceNow" in 4 regions
  • Developed a single global asset management repository, providing a single source for asset and configuration data to facilitate change and incident management processes
  • Achieved and increased operational efficiency by developing and implementing a robust process for hardware asset management aimed at achieving excellence in service delivery

Metlife

PRODUCTION MANAGEMENT LEAD
05.2012 - 04.2014

Job overview

  • Delivered proactive support and leadership to production team throughout product lifecycle to manage diverse facets of business unit hardware and software demand
  • Defined customer needs and strategized production designs by liaising with cross-functional teams, while meeting and exceeding project demands
  • Managed budget and expenditure goals to devise annual budget plans and design workflow roadmaps
  • Planned, coordinated, and controlled all aspects of production management to ensure completion and delivery of projects within given timeframe and financial constraints.

MetLife

CAPACITY MANAGER
05.2005 - 05.2012

Job overview

  • Conducted detailed evaluations and forecast to support business with physical and virtual capacity needs
  • Developed framework for the demand management process to meet customer requirements
  • Leveraged advanced inventory controls to manage hardware with a keen focus on consolidating data across systems to meet defined standards
  • Minimized application capacity request SLAs by 90% while serving as key architect to develop a capacity request portal based on stakeholder requirements
  • Established and maintained close collaboration and relationships with internal and external IT teams to optimize processes and define metrics
  • Created and executed effective agile on-demand model by re-engineering quarterly capacity process.

Yellow Book

ACCOUNT REPRESENTATIVE
07.2004 - 03.2005

Job overview

  • Cold call advertising sales to area businesses
  • Handled initial contact to potential clients as well as presenting service offering to customers
  • Managed existing customer base of approximately 120 clients
  • Resolved customer service issues
  • Wrote and processed yearly contracts for new and existing clients

Global Crossing

PROCESS MANAGER
06.2000 - 03.2004

Job overview

  • Created and implemented best practices and procedures manuals for major operations units
  • Oversaw delivery of customer support for ordering and problem resolution for large volume clients including Microsoft, Cisco, Omnicare, and Alcanet
  • Developed project plans, implementation methodologies, requirements, and training strategies for standards implementation
  • Controlled project team issues and project details

Education

College of St. Elizabeth

Bachelor of Arts from Psychology

University Overview

Skills

  • Strategy Planning & Execution
  • Business Transformation & Optimization
  • Digital Transformation
  • Relationship Management
  • Process Re-engineering
  • Vendor Management
  • Agile
  • Robotic Process Automation

Certification

  • ITIL Foundations
  • BluePrism Certified ROM Architect
  • Certified Product Owner Scrum Professional
  • Certified Lean Six Sigma Green Belt
  • SAFe 5 Agilist


Timeline

DIRECTOR, DIGITAL AUTOMATION
MetLife
12.2017 - Current
GLOBAL HARDWARE ASSET MANAGEMENT PROCESS OWNER
Metlife
05.2014 - 12.2017
PRODUCTION MANAGEMENT LEAD
Metlife
05.2012 - 04.2014
CAPACITY MANAGER
MetLife
05.2005 - 05.2012
ACCOUNT REPRESENTATIVE
Yellow Book
07.2004 - 03.2005
PROCESS MANAGER
Global Crossing
06.2000 - 03.2004
College of St. Elizabeth
Bachelor of Arts from Psychology

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Eileen Markey