Emilio Figueroa

About Emilio Figueroa

As a Senior Solutions Architect, I drive business outcomes by designing and implementing…

Experience

1. Senior Solutions Architect

   KeyBank

   May 2024 — Present

   Spearhead a transformative initiative to establish a centralized knowledge base of procedures and documentation, driving operational efficiency and consistency across the Data Transmissions team.• Develop and execute a comprehensive roadmap for process optimization, training overhaul, and technical support enhancements, aligning with operational efficiency and risk reduction goals and objectives.• Design and implement streamlined processes for onboarding, technical support, and triage response, with the goal of reducing response times and increasing first-contact resolution rates.• Collaborate with cross-functional teams to revamp training programs, ensuring that staff are equipped with the necessary skills and knowledge to effectively support customers.• Create and maintain a centralized repository of procedures and documentation, providing a single source of truth for organizational knowledge and best practices.• Develop and maintain technical documentation, ensuring accuracy, relevance, and accessibility for all stakeholders.• Foster strong relationships with key stakeholders, including onboarding, technical support, and triage teams, to ensure seamless collaboration and effective issue resolution.• Facilitate regular feedback sessions and working groups to gather insights, address concerns, and drive continuous improvement.• Identify opportunities for technology integration and automation, recommending solutions that enhance operational efficiency, reduce costs, and improve customer satisfaction.• Evaluate and implement new tools and platforms to support knowledge management, training, and technical support initiatives.• Develop and execute a change management strategy to ensure successful adoption of new processes, technologies, and procedures across the organization.• Provide guidance and support to stakeholders during periods of transition, ensuring minimal disruption to business operations.

Education

• Central Connecticut State University School of Business

  Bachelor of Science in Business Administration (BSBA), Marketing

  2020

Skills

• Microsoft Word
• Customer Service
• Leadership
• Fundraising
• Powerpoint
• Microsoft Excel
• Public Speaking
• Nonprofits
• Teamwork
• Microsoft Office
• Program Development
• Microsoft Powerpoint
• Research
• Community Outreach