Work Preference
Summary
Overview
Work History
Education
Skills
Certification
Timeline
Open To Work

Eugene Kern

Waldwick,NJ

Work Preference

Job Search Status

Open to work
Desired start date: Flexible

Desired Job Title

Client Management Lead Analyst, VP - Client TrainingSenior Business Analyst, VP - Technical Consulting and Client TrainingSenior Specialist, AVP - Electronic Banking Operations CenterSpecialist - Electronic Banking Service CenterSignal Support Systems Specialist (31U)

Work Type

Full Time

Location Preference

HybridRemoteOn-Site
Location: Waldwick, NJ
Open to relocation: Yes

Salary Range

100000/yr - 200000/yr

Important To Me

Career advancementWork-life balanceFlexible work hoursHealthcare benefitsPersonal development programsCompany CultureWork from home option

Summary

With over two decades of experience in IT operations, operational analysis, and team management, I currently serve as Client Management Lead Analyst, Vice President at Citigroup. My focus is on delivering exceptional client and internal partner training programs, managing the Citi Client Service Academy platform, and optimizing training processes for increased efficiency.

By driving process improvements and reducing training cycle times, our team has enhanced client engagement and satisfaction. My commitment to operational excellence and collaboration supports Citigroup’s mission to deliver reliable and innovative services to clients globally.

Overview

22
22
years of professional experience
5
5

Certifications

Work History

Client Management Lead Analyst, VP - Client Training

Citigroup
Jersey City, USA
12.2013 - Current
  • Delivered over 800 client and 100 internal partner trainings annually with 100% satisfaction rating.
  • Managed Citi Client Service Academy website, facilitating weekly client training sessions to enhance client engagement.
  • Orchestrated creation of CitiDirect BE training environment, enhancing platform showcases for clients.
  • Led a team of 8 employees, ensuring high productivity and excellent customer service.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Reduced overall training request cycle time by fifty percent through process improvements.
  • Collaborated with development team to streamline intake process, reducing turnaround time.
  • Designed performance metrics for senior management to track trainer effectiveness and covered topics.

Senior Business Analyst, VP - Technical Consulting and Client Training

Citigroup
Jersey City, USA
01.2009 - 01.2014
  • Launched initiative integrating technical consulting into client training sessions, enhancing client engagement and session relevance.
  • Managed client training program for North American corporate cash applications, aligning training with business needs and enhancing client satisfaction.
  • Achieved 30% reduction in cycle time from initial training request to scheduling confirmation.
  • Collaborated with teams across Europe, Asia, Latin America, and the Middle East to evaluate and streamline training processes, ensuring consistent and effective training delivery.
  • Developed online training content for internal and external clients, expanding training offerings and accessibility.
  • Liaised with product teams to ensure trainers received timely updates on application changes.
  • Created and managed trainer schedules to optimize cross-training initiatives.
  • Facilitated team alignment by supporting departmental objectives as deputy to section manager.

Senior Specialist, AVP - Electronic Banking Operations Center

Citigroup
New York, USA
01.2006 - 01.2009
  • Managed 12 employees to strengthen internal monitoring of corporate cash management applications, improving incident response.
  • Oversaw global alerts from reported incidents, ensuring prompt response and minimizing potential client impact.
  • Reported weekly outage incidents to senior management, highlighting implications for client operations.
  • Collaborated with software development team to create application for internal service alerts, improving communication and response times.
  • Led project for development of Citi Depository Services SLA and tracking mechanisms.
  • Reduced human error through implementation of structured improvements in processes.
  • Developed process and procedure manuals for onboarding new staff effectively.
  • Developed targeted distribution lists to enhance information sharing across departments.

Specialist - Electronic Banking Service Center

Citigroup
New York, USA
01.2004 - 01.2006
  • Provided level three support for corporate cash applications, enhancing client-server communication reliability.
  • Coordinated escalations from level one and two support, effectively resolving complex networking issues.
  • Addressed networking obstacles, swiftly restoring external client access to application servers.

Signal Support Systems Specialist (31U)

United States Army
Fort Gordon, GA
2001 - 2004
  • Maintained and repaired tactical communication systems, ensuring mission readiness and optimal functionality for operational success.
  • Maintained organizational network infrastructure by troubleshooting system outages, performing preventive maintenance, and monitoring network performance.
  • Developed Signal policies and battlefield integration plans in support of Division, Brigade, and Battalion Signal operations.
  • Implemented security measures for sensitive communications to protect information integrity.
  • Operated communication equipment to ensure reliable signal transmission and reception.
  • Delivered training to personnel on effective use of communication devices, enhancing operational efficiency and readiness.
  • Instructed and supervised groups of up to 35 personnel, assessing performance to develop team capabilities.

Education

Certificate - Signal Support Systems School

Department of The ARMY, Fort Gordon, GA
01-2002
  • Honor Graduate Recipient

Certification - Computer Information Systems

Devry Institute of Technology, Irving
01-1997

Skills

  • Client training development
  • Project and initiative management
  • Relationship management
  • Client communication
  • Process improvement
  • Management experience
  • Corporate banking expertise
  • Performance evaluation

Certification

  • CompTIA Security+, 1996
  • Microsoft Certified Solutions Expert (MCSE), 1995
  • CompTIA A+, 1995
  • CompTIA Network+, 1995

Timeline

Client Management Lead Analyst, VP - Client Training - Citigroup
12.2013 - Current
Senior Business Analyst, VP - Technical Consulting and Client Training - Citigroup
01.2009 - 01.2014
Senior Specialist, AVP - Electronic Banking Operations Center - Citigroup
01.2006 - 01.2009
Specialist - Electronic Banking Service Center - Citigroup
01.2004 - 01.2006
Signal Support Systems Specialist (31U) - United States Army
2001 - 2004
Department of The ARMY - Certificate, Signal Support Systems School
Devry Institute of Technology - Certification, Computer Information Systems
Eugene Kern