Cassandra Boland
Eureka
Summary
Enthusiastic technical manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Organizational Change Manager
Central Bank
04.2024 - Current
- Lead change management efforts of a cross-functional core modernization, transitioning 150 bank branch locations and 3,500 employees from a mainframe platform to a digital, full-scale solution.
- Managed the onboarding process for new contractors, employees and vendors.
- Designed AI strategies to enhance productivity and improve training documentation across all markets.
- Designed multi-functional training curriculum materials leveraging various mediums and delivery methods, from user guides and manuals using Scribe, Adobe InDesign, InCopy, to virtual training seminars.
- Engaged employees through workshops to promote understanding and acceptance of upcoming changes.
- Developed training materials for staff on new systems and procedures to support transition efforts.
- Assisted in assessing organizational readiness for change initiatives and identifying potential barriers.
- Collaborated with cross-functional teams to implement strategic change plans aligned with business objectives.
- Developed and implemented change management strategies to support organizational transformation.
Senior IT Manager, SaaS Communications
BMC Software, APMaaS - Cloud & SaaS Products
10.2021 - 04.2024
- Led IT infrastructure development and maintenance to ensure system reliability and performance.
- Designed and implemented ITSM Change, Incident and Release communications for customer upgrades, enhancements and emergency changes.
- Developed and executed various crisis communications plans to inform internal and external stakeholders of cyberattacks, data breaches, infrastructure outages, and other service-impacting events.
- Created executive-level dashboards using Tableau, Jira, and various Azure programs.
- Managed a team of highly diverse professionals, including offshore resources; developed career plans, executed performance reviews, and monitored employee performance via Workday.
- Developed and managed the RCA (Root Cause Analysis) process to provide customers with important impact resolution data, and improved overall customer SLA delivery by 95%.
- Maintained vendor (CMS, LMS, SaaS, etc.) relationships to optimize service delivery and technology procurement.
- Implemented cybersecurity protocols to safeguard organizational data and systems resulting in a 30-35% increase in customer satisfaction and retention
- Coordinated technical support initiatives, enhancing user satisfaction through efficient problem resolution.
Director, Business Operations
Mastercard
10.2017 - 10.2021
- Managed the operations, training, communications planning and development of a global service event communications team.
- Led cross-functional teams to develop and implement strategic initiatives.
- Streamlined operational processes, enhancing efficiency across departments including updated internal and executive communications processes, knowledge mamagement processes, documentation processes, etc.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Oversaw budgeting and financial planning to align with organizational goals.
- Established performance metrics to evaluate team effectiveness and drive improvement.
- Developed and implemented key performance indicators to measure business success and employee productivity.
Professor, Business Administration
Maryville University
09.2014 - 12.2018
- Developed and implemented innovative curriculum for on-site and online, undergraduate and graduate courses.
- Mentored junior faculty, enhancing teaching strategies and academic performance.
- Delivered engaging lectures for various courses, including English Composition, Business Management, Interpersonal Communications, Technical Writing, and other related courses.
- Utilized various Learning Management Systems (LMS) such as Canvas and Cornerstone to foster an interactive learning environment for diverse student populations.
- Conducted rigorous research, contributing to peer-reviewed publications in relevant fields.
- Collaborated with academic committees to refine departmental policies and practices.
Senior Change Management Consultant
Mastercard
09.2014 - 10.2017
- Utilizing ITSM methodologies, led technical change management initiatives across 100+ platforms and 4 enviornments to enhance organizational agility, custmer satisfaction and employee engagement.
- Developed strategic communications plans across the organization to facilitate stakeholder buy-in during transitions.
- Managed PCI certification renewals, updates and audit planning.
- Implemented training programs to increase adoption of new technologies across teams.
- Analyzed change impact assessments to identify risks and opportunities for improvement.
- Developed executive-level dashboards in Jira and Tableau to display relevant platform performance data.nce data.
- Assessed technical change implementation plans to ensure accuracy and limit risk.
Education
Master of Arts - English
Lindenwood University
Saint Charles, MOBachelor of Science - Communications
Missouri State University
Springfield, Missouri, MOSkills
- Change management
- Organizational transformation
- Core Modernization
- Stakeholder engagement
- Training development
- Azure cloud services
- Learning management systems
- Training program design
- AI strategy development
- Project management
- Strategic planning
Certification
- Licensed Prosci Change Management Professional - April 2025
Languages
Spanish
Full Professional
Timeline
Senior Organizational Change Manager
Central Bank
04.2024 - Current
Senior IT Manager, SaaS Communications
BMC Software, APMaaS - Cloud & SaaS Products
10.2021 - 04.2024
Director, Business Operations
Mastercard
10.2017 - 10.2021
Professor, Business Administration
Maryville University
09.2014 - 12.2018
Senior Change Management Consultant
Mastercard
09.2014 - 10.2017
Master of Arts - English
Lindenwood University
Bachelor of Science - Communications
Missouri State University