Erin Friend

Results-driven director of ID Management & Onboarding Guides with 25 years of leadership experience in strategic planning and data security. Skilled in enhancing operational efficiency and strengthening identity protection measures through collaborative workforce management. Committed to fostering professional growth and achieving strategic objectives via teamwork and advanced data analysis.

DIRECTOR, ID MANAGEMENT &ONBOARDING GUIDES TTEC

• Designed and implemented a new hire onboarding process that increased day 1 show rate to 95%

Jun '20 - Jan '25

Remote

• Steered the development & implementation of the Agent State Tracking Tool, utilizing Atlassian JIRA to oversee the entire employee lifecycle from recruitment to production and automate reporting functionalities
• Launched an internal agent activity tracker empowering employees to monitor their onboarding status from hire to production & communicate with leaders throughout the process, utilizing project management skills for seamless implementation
• Continuously drove the enhancement of the design of the IAM process, covering identity governance, authentication, authorization, & privileged access management to significantly boost user experience & reduce ticket processing time by 2 business days utilizing tools like Service Now, Cisco, Workday, Okta, & Active Directory, with a focus on enhancement through Service Now integration
• Directed & nurtured a team of Identity engineers & Onboarding analysts, offering support, coaching,& fostering professional growth
• Collaborated with multiple teams to seamlessly integrate Identity solutions into cybersecurity &IT practices, enhancing cross-functional communication & operational efficiency
• Identified and mitigated IAM-related security risks, ensuring security controls were effectively implemented.

MANAGER/SENIOR MANAGER,GLOBAL WORKFORCE MANAGEMENT & ID MANAGEMENT

TTEC

Oct '12 - May '20

Remote

• Constructed and executed a comprehensive Identity and Access Management process that reduced internal access cycle time from 9 business days to 2 business days and decreased system access error rate from 12% to 5%.
• Forged strategic partnerships with IT, Talent Acquisition, HR, Learning Delivery, & Operations departments, resulting in a 10% enhancement in provisioning & de-provisioning efficiency
• Recommended new Identity technologies such as RDP automation & AI-powered solutions, leading to a 20% cost reduction
• Spearheaded system access for over 10,000users across multiple platforms, involving user account setup, role allocations, access level configurations, & permission assignments
• Ensured adherence to pertinent regulatory requirements including GDPR,HIPAA, SOX, &NIST by implementing data encryption software& utilizing compliance monitoring systems to heighten data security measures & ensure legal data handling
• Administered creative scheduling techniques & innovative staffing strategies to optimize workforce management KPI targets for enhanced AHT, ICO, & ABS metrics

SPECIALIST, GLOBAL WORKFORCE MANAGEMENT & ID MANAGEMENT TTEC

Oct '07 - Sep '12 Springfield, Missouri

• Optimized workforce management operations by implementing innovative scheduling techniques with WFO tools to meet & exceed KPI targets
• Aligned staffing with demand through the implementation of workforce planning tools like WFO, CMS, & client-facing applications to enhance operational efficiency
• Enhanced real-time adherence by optimizing scheduling processes using WFO & RTA tools, resulting in a 50% increase in real-time adherence
• Supervised system access for over 10,000 users by setting up & maintaining logins, adhering to least privilege principles & authorization using IAM systems

CITY MAIL CARRIER

Apr '04

• Sep '07

• Ensured efficient route planning for timely mail delivery, utilizing GPS navigation tools,& implemented precise sorting techniques to minimize delivery errors & enhance service reliability
• Utilized memorization to implement precise sorting techniques, resulting in a boost in customer satisfaction & reduced delivery errors
• Contributed to maintaining seamless operations during peak periods through effective teamwork, problem-solving, & time management skills
• Undertook routine audits & manual tracking processes to meticulously track mail transactions, ensuring accountability & transparency
• Guaranteed a secure work environment by strictly adhering to safety protocols, minimizing incidents, & promoting a culture of workplace safety

MANAGER

Churchill Coffee Company

• Championed the development of training resources to elevate staff competencies & ensure store uniformity
• Boosted service quality& productivity at multiple sites, driving operational excellence
• Managed optimal stock levels & cost savings through efficient inventory & vendor management using Excel

Jan '00 -Mar '04 Springfield, Missouri

• Drove significant revenue growth for the catering division by attracting high-profile clients through strategic networking events

Encouraged team innovation in operations, fostering new processes within retail, catering, & service projects, resulting in increased efficiency

ASSOCIATE OF ARTS IN BUSINESSMANAGEMENT

Ozarks Technical Community College SECONDARY EDUCATION/GED

Glendale High School