Erin Marshall

Experience

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  Citadel Credit Union

  Jan 1995 - Jan 2000

  System Specialist

  Certified Representative Associate Established new accounts and managed loan documentation. Guided individual and team performance against core service and operational goals. Provided training and coaching feedback on teamwork performance. Responsible for Federal Reserve cash deliveries, banking controls and cash flow.

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  Vanguard

  Jan 2002 - Feb 2010

  Technical Support Quality Assurance

  • Identified and lead departmental and divisional initiatives to improve business goals in support of Vanguard’s Excellence Program. Handled change management and other duties as assigned. Coordinated work distribution within the department to ensure work is validated and assigned timely. Redirected work based on the departmental hierarchy.• Managed the 401k investment customer support team. Empowered team to higher level of performance to reach division and regional Objectives and Key Results supporting increased service levels and customer satisfaction. - Assisted with systems migration to the new platform and training on the new platform.• Supported strategic planning and goals, established requirements criteria, managed business process improvements and workflow redesign, procedures definitions and compliance metrics. • Monitored performance dashboards, provided training/coaching, weekly retrospectives & feedback sessions toward continuous improvement.Systems Quality Assurance AssistantEnsured global compliance for Vanguard Infrastructure Architecture Quality Assurance program. Managed professional audit benchmarks and standards, regulatory requirements and execution against leading practices. Impact assessment for operating models, technology changes, and data enablement solutions. Subject matter expert on core audit technologies (audit lifecycle, issue management, audit universe/risk assessment). Identified and provided training to Audit Team and other impacted teams. Served as primary point of contact for technology partners and system access control for Institutional Production Assurance.Data Management AssociateProcessed 401k and payroll data, migrated account data between systems, and updated PII data on client accounts. Performed data cleansing and preparation for migration into new system. Corrected data errors prior to entry into new system and monitored data input and output consistency. Show less

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  Marshall Consulting

  Mar 2010 - Jan 2022

  Information Technology Operations Manager

  Owned and operated a customer service ops, training, and computer consulting business for start-ups, franchises, and small businesses. Key clients included:• Chick-Fil-A Franchise, Hampton, VATrained New Hires for franchise. Coached team members on customer service, register system transactions, operations procedures, and management reporting metrics.• Wright Spine and Sports Health, Newport News, VAConsulted with management on operations set up, clinical staff communications, computer systems and PII data controls, client and insurance relations, inventory management, communications, and medical records management. • Grafton Baptist Church, Graton, VAProvided consulting for computer and network set up, online presence, and use of digital presentation technologies. Show less

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  Comcast Technology Solutions

  Jan 2021 - Jan 2022

  Technical Partner Support Intern

  Consulting Internship with Comcast Technology Solutions for Global Operators. Technical documentation support, trials and bug resolution for Comcast backend platform operations on partner frontend devices. Troubleshooting, architecture, and technical integration documentation. Updated user support documentation for Cox Cable.

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  Vanguard Supply Chain Solutions

  Jan 2022 - now

  • General Manager, Corporate Procurement, CS and IT Office

    Jan 2023 - now

  • Information Technology Procurement

    Jan 2022 - Jan 2023

  • Manager of Procurement

    Jan 2022 - Jan 2023