Gail Bush

Experience

• 

  Bank of America

  Jun 1996 - Aug 2010

  Demonstrated an understanding of customer’s tactical goals and effectively participated in the development and implementation of business solutions.Managed project risk through comprehensive mitigation assessment and planning techniques.Strategically provided expert consultative leadership to site executives while managing recovery efforts during natural and man-made disruptions, technical incidents, and environmental changes.Partnered in an organization-wide training initiatives of developing and deploying business continuity web based training modules.Trained Business Recovery Coordinators in all phases of the business continuity program to include business impact and risk analysis, recovery strategies, development of business continuity and pandemic plans, testing and exercises.Responded to operational issues and RFI’s (Request for Information) or implementation. Show less Responsible for personnel management such as, recruitment, performance management, appraisals, salary administration and terminations.Managed the efforts for evaluating and responding to incoming lead and requests for technical support assistance. Consistently met deadlines and requirements for all production work orders.Followed up with clients to ensure optimal customer satisfaction.Drove technology teams for fast and effective recovery of technical downtime.Served as liaison between technology partners and line of business executives. Show less

  • VP - Operations Workforce Management Consultant

    Sept 2008 - Aug 2010

  • AVP- Business Continuity Consultant

    Oct 2006 - Sept 2008

  • AVP Team Manager - Generalist Contact Center Support

    Sept 2001 - Oct 2006

  • Technology Project Analyst II

    Jul 1998 - Sept 2001

  • System Access Administrator

    Jun 1996 - Jul 1998
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  Citizens Property Insurance Corporation

  Sept 2010 - Dec 2015

  Project Management Specialist

  Assessed impacts on users, conducted interviews, mapped current processes and activities, provided feedback and recommendations for the workforce management team and call center environments.Managed objectives, set priorities, met deadlines, and organized projects for inbound, outbound and vendor continuous quality improvement campaigns.Initiated and maintained reporting relationships with project stakeholders including team members, peers, managers, customers, vendors, and other affected departments.Maintained and reported associates performance metrics using, call monitoring, side by side coaching and calibrations. Managed various performance and productivity objectives through the use of call management system and scheduling software.Participated in recruitment activities as needed. Show less

• 

  Adecco

  Sept 2016 - now

  IT Provisioning Analyst Access Management

  • Manages IT infrastructure projects involving new offices, relocations, renovations or closes. • Collaborates with Real Estate resources, service deliver teams and vendors on budget considerations and resource management. • Documents business operating processes and functional requirements.• Reviews new business functional process requirements with IT staff and vendors.• Provides process improvement insights, risk management and issue resolution.• Manages the hardware deployment for the end-user, and telephony service requirements for the branches. Show less