With twenty-six years of cross-functional banking experience, I am taking a break from financial services to rest, recharge, and reset. I am exploring both senior financial services roles and similar opportunities outside of the industry where my customer experience, sales, employee development, and operations skills and knowledge are transferrable. I am also exploring an “itch” for entrepreneurship by starting Wet Paws LLC.

Responsible for the development and growth of Branch Experience (retail branches and virtual delivery), Branch Operations, and Investment Services (provided by CUSO Financial Services, LP). Co-founded the Diversity, Equity, and Inclusion strategy and led implementation. Managed Construction & Facility Operations and a Communications Specialist; previously managed Fraud. Accomplishments and responsibilities include:► Achieved overall member satisfaction of 95% in 2020 and 2021, despite Covid-19 challenges and limitations of in-person services. Direct programs, activities, resources, and employees to ensure delivery of an exceptional member experience and member satisfaction.► Managed 300 FTE across New Mexico focusing on employee satisfaction, development, and retention. Led staff in employee development and performance evaluation; provided coaching and mentoring.► Saved members over $20 million in 2021 with needs-based education about Nusenda-offered products and services compared to those offered elsewhere. Monitored overall productivity, profitability, growth, and compliance against goals, budgets, and standards.► Successfully led the cross-functional strategy to expand the geographic footprint resulting in the first branch location in Las Cruces. Developed a strategy for retail expansion in Santa Fe (from 1 to 3 branches). Participated in departmental and organizational projects and initiatives to improve efficiency, support innovation, and deliver on strategic goals.► Served as a member of the Senior Leadership team contributing to developing and implementing the updated strategic plan while supporting community involvement.► Created the Diversity, Equity, and Inclusion Charter and co-led the DE&I strategy resulting in the formation of an employee advisory council, budget allocation, Unconscious Bias training, and dedicated DE&I FTE.► Directed Covid-19 response for retail branches (in-person services), administrative offices, and facility operations.

Responsible for the oversight and development of the following departments: Branch Service Delivery (branch network and operations), Investment Services, Facilities & Construction, and Fraud. Responsibilities included:► Direct programs, resources, and employees to ensure delivery of an exceptional member experience and member satisfaction► Lead staff in recruiting, employee development, and performance evaluation; provide coaching and mentoring► Monitored overall productivity, growth, and compliance against goals and standards► Participated in cross-functional projects and initiatives to improve efficiency and support innovation► Served as a member of the Senior Management team contributing to the development and implementation of the strategic plan► Represented the credit union in the community as a preferred financial institution and workplaceNusenda Credit Union is New Mexico's largest credit union, with 23 branches, assets of over $3.5 billion, and 235,000+ members statewide. Nusenda has been voted one of the Top Workplaces and Healthiest Places to Work for multiple years. Being part of the credit union means being part of our community as The Power of WE. Nusenda's mission is to perform well, so we can do good – by putting money into member-owners pockets and making a real impact in the communities served. Nusenda Credit Union also contributes to statewide efforts in financial capability and economic development.

► Orchestrated a suite of complex strategic sales and service initiatives across a portfolio of 539 retail branches in 19 states including requirements gathering, market analysis, program development, and branch network support.► Designed sales processes and standard operating procedures along with relevant training courses to ensure consistency, productivity, and outstanding service levels throughout the branch network.► Supported new product development and the rollout of key initiatives encompassing digital engagement, consumer & mortgage lending, and segment strategy (Student/Under 25, Mass Affluent, Hispanic, Small Business). ► Fostered cross-functional relationships with colleagues from Wealth Management, Broker/Dealer, Mortgage Sales, Contact Center, Multi-Channel Banking and other core business units to implement successful strategic initiatives.► Key retail banking point of contact for business transformation and innovation projects throughout the bank.► Key achievements include 135% target attainment and three consecutive years of growth across the Workplace Banking Sales Team; 118% of target (year one) leading Multi-Channel Banking program work streams; design and deploy large scale training and communication programs for 3,000+ team members.

In this role, I tracked and analyzed branch sales and service performance metrics to ensure continual alignment between daily operating strategy and high-level corporate objectives as outlined by senior management. Some of my key contributions included the following:► Regularly liaised with departmental representatives to maintain open lines of communication while implementing critical initiatives including in-branch sales campaigns, brand building programs, and customer engagement projects.► Increased branch profitability by consolidating the existing client base through cross-selling, effective onboarding, and digital/channel engagement; market analysis to support de novo branches, relocating, and exiting markets.► Created best practice enterprise sales/product training courses to deliver revenue growth and customer satisfaction.

► As Chief of Staff, I managed a wide-range of banking functions across including retail operations in Arizona, New Mexico, and Oklahoma with financial management, budgeting, operations, customer service, sales, and coaching responsibilities.nt.

► I designed a variety of sales initiatives following intensive analysis and planning to stimulate growth in 69 branch territory; provided sales staff with necessary tools and comprehensive training to ensure exceptional performance.

► Bank of Oklahoma: VP & District Manager► Bank of Albuquerque: VP & Manager of Marketing, Public Relations and InStore Delivery VP & Manager of Marketing and Public Relations Branch Manager

► Branch Manager► Personal Banker(divested to BOK Financial in 12/1998 as a result of the Bank of America and NationsBank merger)