Lena Brown

Results-driven professional with expertise in identifying and implementing process and procedural improvements to enhance program efficiency and effectiveness. Skilled in engaging and managing cross-functional stakeholders at various leadership levels, ensuring clear and consistent communication throughout project lifecycles. Experienced in supporting program managers with milestone development, documentation, and adherence to organizational standards. Adept at facilitating collaboration and delivering tangible outcomes while maintaining strong stakeholder relationships and driving continuous improvement initiatives.

• Certified Associate in Project Management (CAPM), 08/2025
• Atlassian IT Service Management (ITSM) Professional Certificate, 7/2025
• Lean Six Sigma White Belt, 01/2024

Customer Contact Center Integration - Bank Acquisition

Contributed as a project team member in onboarding 2,500+ international customer contact center employees during a major bank acquisition.

• Supported planning and execution of training activities to transition employees to new systems, tools, and service standards.
• Collaborated with cross-functional teams (HR, Operations, IT) to ensure alignment with integration timelines and compliance requirements.
• Assisted in coordinating training schedules, communication rollout, and system access provisioning across multiple sites.
• Helped track onboarding progress and employee readiness metrics, contributing to successful Day 1 operations with minimal customer disruption.
• Played a key role in ensuring a smooth transition for customer-facing teams, enhancing post-acquisition service continuity.

Processing Operations Optimization

Pioneered and led a newly created Operations & Training Specialist role to streamline processes, improve team efficiency, and support a 40-member Processing Operations team.

• Defined and established the scope of a new role to bridge training, process support, and operational readiness across the department.
• Automated the analyst onboarding checklist, reducing manual tracking and increasing processing consistency..
• Partnered with cross-functional teams (e.g., Training, Workforce Management, IT, Compliance) to align onboarding operations with business objectives and regulatory timelines.
• Led a team of two specialists at Research Solutions to scale onboarding support operations, conducted research to identify areas for improvement, maintained comprehensive process documentation, and implemented continuous improvement initiatives to enhance efficiency and consistency.
• Utilized business intelligence (BI) and data visualization platforms to locate critical information, analyze performance metrics, and drive improvements in individual analyst productivity.