Florence-Marie Tchoulack
Card Supplier Analyst @RBC
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WORK HISTORY
Card Supplier Analyst @RBC
CA
Responsible for the analysis, facilitation, documentation, testing, and support of Credit Cards Supplier Systems and related interfaces for assigned projects, assignments, and initiatives.Streamlined service operations in partnership with cross-functional teams, reducing redundancies and improving advisor support efficiency by 20%.Documented and maintained 50+ operating procedures, strengthening compliance with regulatory and organizational standards.Participated in UAT and Post-Implementation Validation for new service features, reducing adoption issues and service disruptions.Created and enhanced service playbooks, cutting onboarding time for new hires by 30%.Incorporated stakeholder feedback into documentation, boosting usability and adoption of playbooks
EDUCATION
University of Toronto
Certificate in Business Analysis
Université de Montréal - HEC Montréal
Certificate
University of Toronto School of Continuing Studies
Certificate
EMLV - École de Management Léonard de Vinci
Post Graduate
SKILLS
ABOUT FLORENCE-MARIE TCHOULACK
I am a Bilingual Business Analyst (BA, CSM®) with over 10 years of progressive experience at RBC, advancing from operational analysis to strategic enablement and process transformation. Throughout my career, I have partnered with cross-functional teams to streamline business operations, improve compliance, and drive adoption of new processes and technologies.My expertise includes AS-IS/TO-BE process design, journey mapping, stakeholder engagement, and change management. I have a proven track record of leading bilingual training sessions, facilitating workshops, and developing documentation and playbooks that improve team efficiency and knowledge transfer.I thrive at the intersection of business and technology, bridging complex requirements into actionable outcomes. Skilled in Agile practices and tools such as Jira, Confluence, Miro, and Visio, I deliver solutions that reduce redundancies, improve advisor and client experiences, and support enterprise-wide transformation.Specialties: Business Analysis | Change Management | Process Optimization | Journey Mapping | Agile Delivery | Bilingual Facilitation (EN/FR)| Stakeholder Engagement
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