Vaughn Fox

Hardworking employee with customer service, multitasking, and time management abilities.  Excellent verbal, communication, and people skills coupled with a strong ITSM background. Devoted to giving every customer a positive and memorable experience.

Finance Operations Manager
Dieppe, NB 
TD Bank/ Sep 2021 to Present 

• Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
• Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
• Formed and sustained strategic relationships with clients.

Team Manager - Access Management
Dieppe, NB 
TD Bank/ Jan 2019 to Sep 2021 

• Motivated team members to consistently achieve or exceed performance expectations.  
• Oversaw daily workloads and workflow for smooth operations.
• Led regular team meetings to communicate current business trends and relevant updates.
• Initiated training sessions and coached employees to develop effective staff.
• Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
• Designed, reproduced and distributed a variety of training aids for onboarding team members.
• Reviewed candidate resumes and scheduled and interviewed potential new hires.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
• Delegated work to staff, setting priorities and goals.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Reporting Analyst
Moncton, NB 
CGI/ May 2016 to Jan 2019 

• Created and maintained required reports, spreadsheets and tracking mechanisms.
• Prepared graphs, spreadsheets and reports for presentations.
• Established reporting criteria and standards to effectively maintain data integrity.
• Drafted monthly SLA reporting to address client requirements.
• Monitored KPIs to identify inefficiencies and risks.
• Utilized advanced Excel formulas and functions to support infrastructure.
• Scheduled meetings to address exception reporting issues and solutions.
• Liaised with other departments to foster efficiency and determine future reporting requirements.
• Applied expertise in ServiceNow to draft reports and optimize query creation.

Sr. Client Services Coordinator - Client Delivery
Moncton, NB 
CGI/ Oct 2011 to Apr 2016 

• Consolidated business data into actionable metrics to simplify and highlight areas of concern and opportunity.
• Formed and sustained strategic relationships with clients.

Major Incident Manager
Moncton, NB 
CGI/ Jul 2010 to Oct 2011 

• Developed and managed standardized response processes for maximum efficiency.
• Collaborated with involved team members to complete post-incident assessments.
• Documented information before, during and after incidents in order to model trends, generate reports and recommend updates.
• Responded to critical incidents without delay.
• Prioritized each incident based upon its impact on business and escalated issues considered major threats.
• Remained calm and poised during high-priority incidents.
• Met with stakeholders to collaborate and resolve problems.

Operations Process Specialist
Moncton, NB 
Atlantic Lottery Corporation/ Jul 2008 to Jul 2010 

• Accountable for the reliable execution of processes and services to meet service level commitments.
• Responsible for the development and maintenance of process documentation detailing departmental standards, and procedures.
• Led the Incident, Problem, and Change Management processes.

Change Manager/Business Support Analyst
Moncton, NB 
Atlantic Lottery Corporation/ July 2006 to Jul 2008 

• Designed and implemented change management procedures and controls.
• Chaired Change Advisory Board (CAB) meetings.
• Oversaw the change management process and provide metrics.
• Coordinated policies and procedures with other operating units.
• Provided training and support to change management participants in the use of Change Management tools, process, and procedures.

Business Computer Programming Diploma
Nova Scotia Community College
Sydney, NS