Elizabeth Lane
Robbinsdale
Summary
Results-oriented Senior Service Manager with expertise in vendor management and contract negotiation. Specializes in process improvement and stakeholder engagement, enhancing operational efficiency and service delivery. Led performance analysis initiatives that generated cost savings and strengthened vendor relationships.
Overview
20
20
years of professional experience
Work History
Senior Service Manager
Target
Brooklyn Park
05.2024 - Current
- Negotiated contract terms with vendors to optimize service delivery and pricing.
- Analyzed vendor performance, identifying areas for improvement to enhance service delivery.
- Facilitated onboarding processes for new vendors to ensure compliance standards.
- Conducted vendor performance reviews, analyzed data, and developed improvement strategies to optimize vendor contributions.
- Collaborated with cross-functional teams to align vendor capabilities with business needs.
- Coordinated communications between internal stakeholders and external vendors to ensure alignment and efficiency.
- Resolved conflicts arising from service level agreement issues or other disputes with suppliers.
- Analyzed financial statements, invoices, purchase orders, contracts. for accuracy and completeness prior to payment processing.
Service Delivery Manager
RBC Wealth Management
Minneapolis
07.2017 - 05.2024
- Successfully managed new, remodeled, and expanding US Wealth Management (WM) branches, delivering network and telecommunication services
- Delivering network and voice services to new, consolidated, and relocated RBC Financial Branches across the US, coordinating across multiple telecom carriers and business partners to ensure deadlines are met
- Coordinated migration from GTT to AQUABLUE circuits in 200-plus RBC branches across US, working with onsite managers, technicians, and network operations to ensure implementation without business impact. Subsequently, facilitated migration from AT&T to AT&T ASEoD circuits, enhancing bandwidth flexibility.
- Intaked real estate projects, created change requests, assigned tasks, and oversaw teams across RBC to ensure seamless service delivery for first day of business.
- Schedule and coordinate change requests to implement technical changes within our network, communicating impacts and ensuring change is implemented per requirements
- Upgraded memory across USWM branches with no impact on the business, coordinating with cable vendors and technical teams to implement change and perform verification
- Managed subnet expansion project across 13 Canadian branches, coordinating firewall and engineering teams to implement changes and verify functionality.
Sr. Analyst, Telecom
RBC Wealth Management
Minneapolis
05.2016 - 07.2017
- Migrated 210 US Wealth Management branches to AT&T Session Initiation Protocol (SIP), collaborating across Network, Voice, and Data Center teams to get environments up and running in a short timeframe
- Saved the company over $12,000 per month by implementing a new solution for fax and removing analog phone lines for fax and WAN routers across our 210 USWM branches
- Collaborated with Haigh, Todd & Associates, Inc. to audit network and telecommunication billing, identifying over $100,000 in cost savings
- Supported requirements and business analysis to align Global Voice Service offerings with needs of sponsors, partners, and stakeholders across RBC
Sr. Specialist, Business Systems
Target Corporation
Minneapolis
04.2014 - 05.2016
- Created and supported processes for reissuing REDcard credit and debit products with EMV chip and pin functionality, enhancing customer security and transaction reliability
- Developed new incident management process that improved response time and interaction quality, streamlining workflow and reducing unnecessary comp time
- Collaborated with stakeholders and third-party vendors on projects, configuration changes, requirement gathering, account conditioning, and testing to ensure project success
Specialist, Business Systems
Target Corporation
Minneapolis
08.2012 - 04.2014
- Coordinated communication between technology and business units as subject matter expert for retail contact center applications and processes, supporting resolution of high-impact incidents
- Led project to enhance and sustain training applications for retail peak season, ensuring readiness of staff
- Delivered financial services to facilitate smooth retail operations
Coordinator, Business Systems
Target Corporation
Minneapolis
05.2011 - 08.2012
- Coordinated setup of 1400+ agents across pyramid-wide contact centers during 2011 retail peak season to enable access to 10+ systems
- Developed and implemented 50+ processes ensuring compliance with access governance requirements
Sr. Specialist, Guest Relations
Target Corporation
Minneapolis
09.2009 - 03.2011
- Resolved escalated guest contacts via email and phone, enhancing overall guest satisfaction
- Provided financial services to clients
- Managed cross-functional projects to enhance operational efficiency and team collaboration.
- Led training sessions for new hires on company policies and best practices.
- Developed strategic plans to improve customer satisfaction and service delivery.
Multi-Channel Specialist, Guest Relations
Target Corporation
Minneapolis
08.2007 - 07.2009
- Managed guest email and letter correspondence, ensuring timely and effective resolutions to inquiries
Specialist, Guest Relations
Target Corporation
Minneapolis
09.2006 - 08.2007
- Documented guest calls to ensure accurate record-keeping and timely follow-up
Education
ITIL Foundation Certificate in IT Service Management -
01-2019
Certified Professional Project Manager -
University of St. Thomas
Minnesota12-2017
Skills
- Service Delivery
- Project Management
- Business Analysis
- Process Improvement
- Process implementation
- ServiceNow
- Vendor management
- Contract negotiation
- Stakeholder engagement
- Strategic planning
- Operational Support
- Continuous improvement
- Problem solving
More About Me
I love the outdoors, spending time with family, hiking and running. I finished my first marathon in June 2018 and now have the marathon bug running six to date, with Grandma’s Marathon being my favorite. I bring adventure, positivity, curiosity, organization, and motivation to every team and organization I’m a part of.
Timeline
Senior Service Manager
Target
05.2024 - Current
Service Delivery Manager
RBC Wealth Management
07.2017 - 05.2024
Sr. Analyst, Telecom
RBC Wealth Management
05.2016 - 07.2017
Sr. Specialist, Business Systems
Target Corporation
04.2014 - 05.2016
Specialist, Business Systems
Target Corporation
08.2012 - 04.2014
Coordinator, Business Systems
Target Corporation
05.2011 - 08.2012
Sr. Specialist, Guest Relations
Target Corporation
09.2009 - 03.2011
Multi-Channel Specialist, Guest Relations
Target Corporation
08.2007 - 07.2009
Specialist, Guest Relations
Target Corporation
09.2006 - 08.2007
ITIL Foundation Certificate in IT Service Management -
Certified Professional Project Manager -
University of St. Thomas