Shayla Gibson

Customer Facing Support Platform

Currently leading the implementation of a customer support-facing platform, transforming our customer service capabilities. This involved vendor selection, contract negotiations, and close collaboration with cross-functional teams to customize and integrate the platform seamlessly. Overseeing data migration, quality assurance, and user training, resulting in improved response times, issue resolution rates, and heightened customer satisfaction. Implemented change management strategies for smooth adoption and demonstrated expertise in vendor management, project execution, and enhancing customer experiences. Created and KPI metrics with the goal of improving response times by 30%

Salesforce project enhancement for the Implementation team

Led a Salesforce enhancement project for the Implementation team, streamlining processes and boosting internal client satisfaction. Gathered requirements, designed custom solutions, and oversaw data migration and system integration. Implemented automation workflows, reporting, and custom fields to enhance efficiency. Delivered comprehensive user training, achieving a rapid 90% user adoption rate, and defined key performance indicators (KPIs) to track success. increased data accuracy by 36%, and lowered post-launch defects by 25%, showcasing my ability to optimize processes and drive internal client-focused improvements.

Customer Implementation Process Re-vamp

There was an Internal need to re-vamp current implementation process in order to provide a smoother and scalable process. The implementation process required cross functional teams to interact and work together to get customers implemented. The Implementation process and project plan was used by at minimum 8 Project Managers at a time. The revamp eliminated wasted effort and cut time to implemented by 30%

Agile Transformation initiative.

Goal of project is to have department of 200+ individuals broken down into smaller teams for promote better efficiency. In addition, bringing in new tools for these teams to use, such as JIRA Enterprise and Blueprint, and rolling out training series to accommodate various waves of users.

Risk Management Platform

Management of BAU (Business as Usual) work for Risk Management Platform. This includes staying within compliance and ensuring all regulatory required updates is completed throughout the year.

Brownville to Greenville Migration

End goal was to decommission an End-of-life software (Cold Fusion based software) and migrate our existing 2000+ customers and electronic payment processes to a new system (informatica). In addition to provide training to production support and document new procedures and processes

Internal and External OFAC process

All payments (Minus Domestic ACH) required that we perform an OFAC Scanning. OFAC Scanning is the process by which organizations identify whether or not any parties involved in a transaction can be found on watch lists maintained by the Office of Foreign Assets Control (OFAC), a division of U.S. Department of the Treasury. This project created internal procedures on how to handle these requests, create a team dedicated to handling these requests and a procedure on how to address OFAC scanning and requirements to client in the event addition information is needed.

• Confluence
• SharePoint
• Atlassian JIRA
• Microsoft Office Suite/Google Suite
• Service Now
• Project portfolio management software (PPM)
• Smartsheet
• Notion
• Blueprint
• Business Analysis & Data Analytics
• Postman
• Regulatory and compliance
• Program and Project Management
• Delivery Management /Customer lifecycle
• Large- & Small-scale Change management