Rachel Townsend

Experience

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  HammondTownsend PLC

  Jan 2012 - Jan 2013

  Administrative Assistant

  Responsibilities included opening and closing client files, managing attorney schedules, ensuring files and information appropriately organized and up-to-date, and speaking with clients, doctors, and attorneys on a daily basis to communicate and note updates in cases. Established an electronic system of documenting all closed files in storage facilities so that any closed file and can be quickly located, identified, and retrieved for usage.

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  Capital One

  Jun 2014 - Aug 2014

  Project Management Intern

   Led empathy interviews and ideation sessions for an internal project to design new reporting features for the enterprise HR better manage capacity for delivery and provide leadership updates  Created roles and responsibilities standards and an internal customer-agreement form to be used to ensure future stakeholders would be clear on expectations and educated on the design processOther responsibilities included running the Partnership for the Future Buddy Program which connected the recent high school graduates of the PFF program with the project management interns to provide guidance and advice for being successful in college. Show less

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  University of Hawaii at Manoa

  Sept 2014 - May 2015

  Undergraduate Teaching Assistant

  Teaching Assistant for Business 310: Statistical Analysis for Business DecisionsResponsibilities include providing assistance to students in understanding the key concepts in the class and completing their homework assignments.

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  Capital One

  Jul 2015 - now

  Established best practices across the whole program towards delivering large initiatives of work in an agile way leading to improved communication and transparency amongst the team, greater clarity of scope and business value, and better quality deliverables through testable, measurable acceptance criteria. Ensure our customer facing 1 on 1 Money Coaching service is well-managed, proactively identifying and mitigating risks, maintaining legal and regulatory compliance and consistent customer experience. Show less Increased the agile maturity of our Transformation Hub by introducing multiple agile practices over time enabling faster decision making and a decrease in the rolling average time to complete stories in a sprint Introduced a continuous planning and prioritisation process to People Operations to organize and track all project work which led to: o Increased awareness and input from the entire team on directional focus o Faster trade-off decisions with the ability to adapt for unplanned work or high volumes of BAU o Committed results on a quarterly basis Introduced visual management for our HR leadership team and facilitated multiple strategic planning and prioritisation sessions to refine the UK People Strategy, reducing the siloed nature of the work and raising awareness to unresolved dependencies, blockers, and risks escalated in stand up Leveraged Design Thinking to improve the joining journey of new associates which allowed us to test and iterate to optimal solutions which both improved the associate experience and reduced errors in pay Show less Scrum Master for 2 data engineering teams coaching them through an organizational change from scrum to Kanban delivery  Applied 2 lean principles (Limiting WIP & Finish Focus) to both teams’ innovation work to ensure application of new methods to automate test cases which ultimately led to a reduction in technical waste and release time of new data solutions into production  Rapidly developed both teams’ agile maturity to a new methodology so that they became self-managed, proactively spotting and escalating blockers and facilitating their own ceremonies  Influenced teams and stakeholders to deliver data solutions incrementally despite complex dependencies and tightly fixed timelines allowing data analysts access to data sooner and the team to iterate on their approaches for further reduction in release time Show less

  • Senior Manager, Head of Money & Life Program

    Jan 2022 - now

  • Manager, Project Management, Branch and Cafe Customer Experience

    Jan 2020 - Feb 2022

  • Principal Project Manager, Branch and Cafe Customer Experience

    Jul 2018 - Jan 2020

  • Senior/Principal Project Manager, Human Resources

    Aug 2016 - Jul 2018

  • Certified Scrum Master in Enterprise Data Services

    Jul 2015 - Jul 2016