Madonna Holderness

Currently leveraging freelance opportunities specializing in financial and data analysis, problem-solving, and knowledge management.

• Generated reports detailing findings and recommendations.
• Developed and updated tracking spreadsheets for process monitoring and reporting.
• Maintained database systems to track and analyze operational data.
• Devised and implemented processes and procedures to streamline operations.
• Performed banking, business administration and financial tasks to guarantee five-star service for clients.

Coordinated support with a team of four to manage six BPO engagements supplying 2,000 agents working remotely throughout the U. S. and onsite in the Philippines.

• Directly managed two BPO engagements with 500 agents across the U.S.
• Facilitated service partner focus groups and collaboration workshops to process-map customer journeys and synthesize key business questions to evaluate and improve first-call resolution, handling time, and customer satisfaction metrics.
• Conducted onsite vendor visits for relationship building, assessing infrastructure and security, work atmosphere, and overseeing the post-pandemic return to office (RTO) implementation.
• Coordinated workforce management to expand contact channels and service hours, ensuring alignment across the network with Twilio skilling, schedule forecasting, product training, edge case resolution paths, and help desks.
• Trusted advisor to product owners scaling new product offerings, including Cash Management products, Crypto Operations, and Social Media Content Moderation.
• Created and delivered executive-level presentations for weekly, monthly, and quarterly business reviews, leveraging metrics to develop a balanced scorecard to track and drive vendor performance.
• Guided strategy development sessions and brainstorms for internal offsites using OKRs as a framework to link initiatives with KPIs, meet deliverables and enhance alignment across key stakeholders.
• Facilitated Clifton Strengths finder workshops during team offsites, fostering engagement and relationship building.
• Leveraged SQL and data modeling to create automated Looker dashboards providing quantitative and qualitative analysis of Voice of Customer and Voice of Agent data insights to management.
• Coordinated front-line Slack communications to drive consistent messaging during disaster recovery incidents, cyber-attacks, and black swan events supporting business continuity.

Successfully helped a small family business adapt and thrive during COVID-19, increasing customer traffic and prioritizing client satisfaction.

• Demonstrated speed to proficiency and delivered results within the first week of hire, ensuring business continuity and critical client support remained uninterrupted as the firm experienced a loss of long-tenured staff.
• Created unique interpersonal relationships among clients with complex financial affairs and large family estates requiring careful attention, resulting in asset retention and increased referrals.
• Fostered teamwork, successfully trained new and existing staff, and was recognized for maximizing employee engagement fortifying a positive and energetic work environment.
• Forged technology solutions for remote office operations, including digitizing documents and electronic signatures for essential contracts, and automating end-to-end processes, mitigating risk to advisor-client relationships.

Designed & implemented engaging home learning environment during COVID-19 pandemic.

• Cultivated critical thinking skills among students through inquiry-based lessons and problem-solving activities.
• Implemented differentiated instruction techniques to meet the unique learning styles of each student effectively.
• Served as a mentor for struggling students, providing one-on-one guidance to improve academic performance over time.

Promoted to Strategic Project Manager as recognition for successful outcomes driving organizational transformation.

• Empowered to lead the development and implementation of process improvements to eliminate process waste and increase automation affecting multiple stakeholders and business owners.
• Performed independent research and attended Tableau user-community events to explore new technology and business intelligence tools to inspire digital transformation, enhancing team performance and productivity.
• Created dynamic pages in Confluence for operations control teams to have a place to start, capture, and collaborate on all cross-functional initiatives, uniting over 150 users on a single platform.
• Retired several internal phone support channels and launched colleague self-service capability through the JIRA Service Desk, freeing up limited access to subject matter authorities and doubling support for complex account servicing solutions.

Established and led ten regulatory and policy control liaisons, ensuring centralized governance and supervision of policies, procedures, communications, and controls testing.

• Managed multiple strategic initiatives to create processes and tools to identify, mitigate, and manage oversight and supervisory issues for 54 business units across operations.
• Leveraged agile development, data exploration, and cross-functional collaboration, resulting in a complete transformation of the operational risk function.
• Spearheaded a team turnaround, reversing high turnover through targeted retention strategies and attracting diverse talent.
• Developed a 5-year career path roadmap transforming Senior Operations roles into strategic advisors. This resulted in a high-performing team, delivering valuable insights and significantly enhancing organizational performance.
• Implemented cost-effective internal self-service tools and a centralized knowledge base supporting 2,000 users, empowering senior and executive leaders with a single source of truth for informed decision-making.
• Overhauled manual identity and access management processes by digitally transforming user permissions and provisioning, increasing efficiencies by over 50%.

IT Vendor Management & Operational Excellence Leader

Led strategic sourcing and contract negotiations for critical IT systems across Finance, HR, Corporate Oversight, and Intranet technologies (managed $40M annual budget).

• Reduced IT costs by 25% through strategic vendor selection, negotiating favorable terms, and transitioning to managed services.
• Standardized contracts, timekeeping, and reporting for efficient vendor oversight and increased offshore value.
• Implemented a comprehensive vendor management process resulting in efficient review, analysis, and negotiation of IT projects.
• Developed and executed a successful change management strategy for a new IT risk management system (IBM OpenPages), driving rapid enterprise adoption.
• Optimized the front-door process for Core Technology Solutions using SharePoint, streamlining work request intake and management.
• Enhanced Risk Management & Compliance:
  Coordinated IT risk assessment testing and SOX control reviews, ensuring compliance with ICFR requirements.
• Led organization-wide risk identification maturity assessment, creating data-driven scorecards for management evaluation.
• Agile Implementation: Negotiated contracts and co-located offshore teams to support Agile adoption and innovation.
• Application Portfolio Management: Managed the front-end for 200+ systems across various business functions.