Performs internal audits, gap analysis, implementation, coaching, transition, and certification preparation. Specializing in Quality Management, Information Security Management, and IT Service Management.

ISO 9001, ISO 14001, ISO/IEC 20000-1, ISO/IEC 27001Develop and consult on the implementation and ongoing compliance of several ISO Standards. Manage the design, development, implementation, and continual improvement of ISO activities, including expert consultation, program management, development of measurement systems, and facilitation of performance. Assists as co-lead in annual audits.

Highly focused on ensuring a customer-centric culture in the DC metro area and Miami, FL as a member of the sales leadership team.Responsible for total sales and results.Responsible for the growth and development of direct reports.Used company education tools and personal leadership to maintain a clear focus on the customer and to create a strong selling culture.Ensure visual standards by representing and maintaining the brand in a positive manner through crisp visual presentation. Facilitated the learning and adaptation of associates to new programs and business imperatives.Analyzed key business metrics and results to identify performance strengths and opportunities.

Managed Retail Banking Customer Service area to include telephone and new account customer service staff. Supervised staff and provided training to customer service associates for consistent performance and to ensure constant improvement to service. Motivated retail sales and service staff by conducting sales and operational meetings.

Handled loan applications, cross-sold bank products, and managed the funds of an assigned station while processing monetary transactions for retail and commercial customers. Balanced ATM, cash dispenser, vault, and cash sheets. Managed overdrawn and insufficient funds reports. Performed surprise audits at all branches in the region. Exceeded bank customer service standards by receiving eight 100% Mystery Shops in a one year period. Chosen as a trainer in the Mentor Program responsible for training new associates on a one-on-one basis. Selected to represent branch at regional meetings to assist in planning and application of marketing promotions.