Latoya Hubbard

About Latoya Hubbard

15+ years\' experience with Customer Service Support (Finance, Banking, Sales, Telecom, & Insurance) • 10+ years\' experience with Telecom Billing Software, Telephony Terminology, Banking Analyst • 10+ years\' IT experience including Network Engineering in Telecommunications, Helpdesk Support, Call Center Support • Experience with training, scheduling, financial analysis, correcting invoices, research analyst, time management, data, voice, wireless, order implementation, and data management • Understanding of Agile Methodology & Scrum • 4+Risk Management & Compliance • 4+Project Management • Lean Six Sigma understanding (December 2014)

Experience

1. Senior Incident Manager

   Citi

   Jan 2023 — Present · US

   Develops and maintains multi-functional/multi-sector partner relationships across the company. Update problem reports (post-mortems). Maintain Problem Management Reporting (Performance Metrics and Customer SLAs) and track completion. Accountable for the management of complex/critical/large professional disciplinary areas. Exercises control over resources, policy formulation, and planning. Identify focal points, then lead blame-less analysis investigations to successfully identify the root causes and contributing factors of significant incidents impacting the Citi Global Functions Technology organization. Ensure the team completes the necessary reports (RCAs, Post-Mortem Reports) that are comprehensive, complete, accurate, and of a high standard of written English and delivered within required service level agreements.

Education

• Georgia State University

  Associates of Science, Sports Management

  2014 — 2019

• Arizona State University

  Master of Technology - MTech, Health infomatics, 3.6

  2022 — 2023

• Arizona State University

  Bachelor of Arts - BA, Organizational Leadership, PMP, 4.0

  2020 — 2021