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TRACY LACHANCE
1025 Achiever Circle, Spring Hill, TN 37174
860-942-7110 (cell)
talachance@yahoo.com
SUMMARYOF QUALIFICATIONS
I am obsessively organized and detail oriented. I possess fifteen years of increased project management experience and
twenty three years of coaching & learning expertise. I am a team player but also work well as an individual contributor. I
am flexible, creative, results driven and have excellent written/verbal communication and time management skills. Strong
ability to build relationships and get satisfaction out of helping others. Expert Microsoft Outlook, Word and SharePoint
user; proficient in Microsoft Project,Excel and Visio. Six Sigma Greenbelt certified.
LEARNING & DEVELOPMENT EXPERIENCESUMMARY - (Please see chronological work history for complete
details)
 Conducted annual needs assessment and worked closely with managers and employees to create individual
learning plans to satisfy employee, business unit and department goals.
 Developed career development strategies to close needs assessment gaps and to align with business goals.
 Developed and facilitated teambuilding sessions which successfully improved overall business unit functionality.
 Delivered classroom and web-based training.
 Designed, delivered and maintained onboarding curriculum and conducted orientation sessions.
 Created appropriate measures to evaluate effectiveness of training. (Tests,surveys & questionnaires).
 Monitored and reported out successfulcompletion of goals.
 Maintained all employee training records on training management system.
 Evaluated all vendor training activities for effectiveness and partnered with them to incorporate recommended
improvements.
 Facilitated the creation of business unit cross-training and tracked walk-a-mile work assignments.
 Created and facilitated a tailored training curriculum for each business unit to achieve individual and departmental
goals.
 Developed blended training approach for customer and employee system upgrade.
 Created customized training & reference materials for a variety of topics.
 Advisor for all learning & development needs.
PROJECT/CHANGE MANAGEMENTEXPERIENCESUMMARY - (Please see chronological work history for
complete details)
 Actively engaged from start to finish in every aspect of the project management cycle.
 Provided end to end process subject matter expertise for all Change Standard deliverables.
 Prepared and reviewed of all project related documentation. (Charter,Requirements, Design,
Communication/Learning & Control Plans, Risk Management, WBS, etc.)
 Documented and tracked change controls.
 Validated design documents to ensure all requirements were mapped.
 Managed budgets, forecasting and the resource analysis process.
 Tracked schedules, issues, risks and documented lessons learned.
 Reported progress to project team, senior management and stakeholders. (Written & verbal).
 Scheduled & conducted/facilitated meetings; maintained minutes, attendance,risks/issues, etc.
 Strong focus of attention on building partnerships. (Internal and external stakeholders).

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DETAILED EMPLOYMENT EXPERIENCE
BANK OF AMERICA 2014 - 2015
AVP; Project Management Consultant – eCommerce, Architecture & Segments Technology
 Digital/Consumer Banking Technology & Operations
 Conducted quality assurance,(QA),reviews for 200+ Digital programs & projects.
 Ensured all programs and projects adhered to Enterprise Change Standards.
 Tracked fulfillment of gaps and held project/program managers accountable.
 Provided coaching/training to program and project managers on all aspects of change management/project standards
and processes.
 Created templates and shared best practices.
 Wrote and distributed training tools in order to increase passing QA scores on the first pass.
 Within 3 months of assuming this role, all Digital projects increased failing scores of 23% to 100%. Perfect scores
were maintained for the remainder of the year.
AVP; Technical Project Solution Consultant – eCommerce Technology 2011 - 2014
 Mobile Banking Delivery
 Managed a $16.250MM budget & provided monthly forecasting & variance reports.
 Conducted routine general ledger reviews to ensure appropriate use of resources.
 Provided end to end process subject matter expertise for all Enterprise Change Standard deliverables relating to
information technology implementations, upgrades, conversion and recovery.
 Assisted with technology estimates, managed low to moderate complexity technology solutions for projects to a
full-scale deployment in a live environment.
 Managed timelines and communicated project status.
 Built positive give and take collaborative relationships with stakeholders.
 Used the right questions and tools to uncover root causes to business challenges, identified opportunities, and
made recommendations.
Senior Change Analyst - Consumer Small Business Banking 2005 - 2011
 ACH Platform Enhancement - Lead – People ProcessActivities
 Coordinated startup of people process activities. (Documented client/associate impacts, facilitated various team
meetings and created various working documents).
 Established and maintained a work breakdown structure, (WBS).
 Managed development and distribution of communications to appropriate stakeholders.
 Collaborated with communications, product, learning and line of business partners to ensure all needs were met.
 Provided resource & budget estimates.
 Collaborated with the Product partner to establish a Product and Ops Sub-Committee to document client impacts.
 Ranked risks to proactively mitigate each one.
 Cleaned up the Failure Mode and Effects Analysis, (FMEA),matrix and established a standardized approach to
managing the updates and reviews. Ultimately reduced the review/update time from 130 hours to 21 hours per
month.
 Lead – People Process Policy and Procedure team
 Managed a team of 7 resources responsible for assessing and updating over 500 procedures.
 Interviewed and managed contractors assigned to the team and held accountable for their results.
 Accountable for analyzing technical business requirement and design documents to create future-state
documentation.
 Planned, organized, monitored and controlled the effort using appropriate tools and techniques to ensure efficient
and effective completion.
 Wrote a Policy and Procedure,(P&P), Guidelines document to ensure consistency of documentation (and
approach).

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 Reviewed stakeholder procedures and collaborated with them to determine impacts to their lines of business.
 Assigned & prioritized work and adhered to schedule.
 Facilitated a workgroup for 23 lines of business.
 Effectively communicated with managers,peers and business partners on deliverables, timelines and support
needed.
 Led the creation for many of the deliverables for the Design for Six Sigma, (DFSS), Associate Readiness
Greenbelt project, including appropriate tollgate report outs and was an active contributor for all activities &
deliverables.
 Managed a team of associates to kick off the client communications effort.
 Wrote the client mail file requirements and provided initial budget for the cost of a client mailing.
 Managed all aspects of leading teams; created/maintained a WBS, maintained workgroup packets,documented
and tracked open issues, lessons learned, risks, client/associate impacts and reported out results.
 Automated Clearing House, (ACH), Projects – Lead - Communication, Documentation and Training
 Managed the job posting and hiring process for contractors assigned to the team.
 Managed a team of 7 resources responsible for scrubbing 337,000 rows of mail file data. Provided detailed
training and closely monitored their progress. Provided coaching where applicable.
 Managed the client communication: wrote the procedures & requirements to pull the client data. Partnered with a
technical resource to test the data extraction and led the team responsible for writing the communication. Worked
with the print vendor to ensure accurate and timely delivery. Managed the budget for the mailing. Provided
monthly forecasting & variance reports. Sent packets to 15,858 clients.
 Improved efficiency by eliminating steps in building the client mail files.
 Created and maintained the Client Impact document to ensure clients’ needs were addressed.
 Managed all aspects of leading teams. Created and maintained a WBS, maintained workgroup packets,
documented and tracked open issues, action items, lessons learned, risks, and client/associate impacts. Facilitated
discussions to resolve differences.
 Partnered with severalACH subject matter experts and wrote Business Requirement Documents and contributed
to the High Level Design/Low Level Design documentation.
 Established relationships with External Stakeholders to document their concerns and ensure their needs were met.
 Interpreted technical business requirements and collaborated with functional SME’s to translate the data into
Operational procedures.
 Contacted external clients to obtain information in preparation for client mailings.
 Provided status updates in key meetings.
 Provided MS Project coaching assistance to an ACH Services Greenbelt team project, contributing to the
successfulcompletion of the effort.
 Facilitated weekly meetings for the ACH Customer Service Model meetings.
 Created and maintained the roles & responsibility matrix.
 Contributed to the development of training materials for customer service associates and delivered the training via
classroom and WebEx sessions.
 Conducted Procedure Writing Guideline training for all ACH Operations associates.
 Implementation Control Room Manager. (Managed schedule of tasks, report outs, issues, etc).
 Bank ofAmerica, (Fleet Bank), East Hartford, CT 2000 - 2005
Training Manager - Performance Improvement Analyst, (Automated Clearing House)
 Built a career development program for 120 employees located in 4 locations and 3states.
 Led the department to consistently exceed its annual training goals by more than 50%.
 Wrote and implemented a training policy for the department.
 Facilitated the creation of a departmental cross training program. Tracked completion and effectiveness.
 Facilitated the development of annual departmental goals and consulted with employees on activities which
would increase their knowledge, skills & abilities in addition to achieving the business unit goals.
 Accountable for the annual completion of all identified development activities.

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 Responsible for all facets of the training program, including needs analysis, course delivery, evaluation,
scheduling, career development and reporting.
 Delivered classroom and web-based training.
 Collaborated with managers to assess,track and close performance gaps.
 Led the Associate Satisfaction team and its activities, improving 4 out of 6 categories by more than 50%.
 Screened and interviewed operations candidates and managed on-boarding of all new employees.
 Federal Deposit Insurance Corporation, EastHartford, CT 1992 - 2000
Division ofResolutions and Receiverships, Training Specialist
 Oversight management for all training services and programs for over 350 employees.
 Responsibilities included managing a budget of $25K, conducting task analysis, needs assessment,program
evaluation, delivery methods, consultation and point of contact for all Senior Executives and divisional training
administrators.
 Coordinated logistics for all internal and external training programs including space,room set up, audio visual
equipment, instructors and external vendors.
 Training Management System Super User & Subject Matter Expert.
 Wrote and implemented a training policy for the division.
 Also played a key role on the Outplacement Committee advising employees and management of available
services, resources and eligibility.
 Supervised 3 outplacement employees.
Professional Development / Certification
~ Six Sigma Green Belt Certified ~ Time Management Essentials
~ Microsoft Excel (Proficient) ~ Microsoft Word (Advanced)
~ Microsoft PowerPoint (Advanced) ~ Microsoft Project (Proficient)
~ Microsoft Outlook (Advanced)
~ Teambuilding
~ Presentation Skills
~ Communicating Effectively
~ Microsoft Visio (Proficient)