• Improve client experience (CX) while remaining on track to achieve substantial 2024 cost reduction targets. Manage associates, analysts, and interns.• Successfully led the development of the 2024 Client Experience Strategy. Partnered with executives and stakeholders to distill numerous workstreams across business lines, including credit cards, banking, and mortgages, into a concise strategy around strategic priorities with quarterly milestones, KPIs, and a detailed roadmap. Introduced new CX executive scorecard metrics. o Spurred personal bank managing directors to take ownership of customer pain points, reducing complaints relative to assets to a level 500bps better than peer institutions and bolstering regulators’ opinions of the bank’s complaint record. Reduced average customer service handle time per agent call by ~8 seconds. o Helped increase JD Power Digital Experiences rankings in mobile and desktop banking platforms. o Recognized for scope and impact of Citi’s CX program with the “Breakthrough Artist” award by Qualtrics, a major Citi experience management software vendor.• Designed and launched Citi’s Employee Experience Program for 20K+ US Personal Banking employees with 29 workstreams across eight businesses and functional teams. Streamlined the legal and compliance review process for marketing campaigns and improved the new employee onboarding experience for managers and new hires by establishing a centralized Personal Banking Onboarding Intranet site with a wide variety of resources.• Awarded Citi’s Leaders in Excellence Award for “outstanding leadership.” The award honors fewer than 1% of employees and includes a four-day retreat with Citi executives in Cancun, Mexico.• Member of the Client Experience Voice of the Employee (VOE) Committee, providing input to CX leadership on employee programming, such as training, learning and development, and team communications.

• Built and maintained return on assets (ROA) and return on average tangible common equity (RoTCE) models, performed back testing, executed market research and peer benchmarking for a $7B home equity loan portfolio.• Overhauled the pricing of various risk attributes (FICO, loan size, etc.) to simplify loan origination and improve RoTCE by 300bps. • Created a business proposal for a new lending product to compete more nimbly with fintech entrants, including financial projections and a pitch deck. It melded the approval speed of unsecured lending with the attractive interest rates of a HELOC.• Completed Citi’s two-year Leadership Associate (formerly Management Associate) post-MBA leadership development program.

• Saved Citi over $1.2M annually by analyzing mortgage origination costs, policies, and returns. Identified a misalignment between pricing structure and profitability.• Recommended offering smaller, more profitable lines, a transition to flat-rate commissions for bankers selling HELOCs, and lowering the threshold of covering HELOC origination fees to $500K loans from $1M. These changes lowered Citi-paid origination fees by $281 per loan and lent support to the accounting treatment of origination costs to the internal audit unit.• Successfully led a large-scale remediation project for inaccurate/outdated HELOC contracts that posed regulatory risk. Worked with the business head, subservicer, legal, and compliance. This Corrective Action Plan entailed corrective borrower communication.• Simplified the HELOC to fixed-rate loan conversion process, designing a new, streamlined workflow enabling independent conversions by the subservicer.• Participated in numerous “Citi Community Day” volunteer activities.

• Co-led a team of five grad students researching admissions CRM systems to understand platform options and best practices. Developed and conducted a survey of peer institutions to understand lead generation techniques. Presented findings and recommendations to university marketing leadership.• Helped UMass’s Berthiaume Center for Entrepreneurship improve its impact by performing a competitive analysis of four peer centers at Temple, UNC, Penn State, and U Michigan. Recommended programming such as accelerators/hackathons, seed investments for student startups, and speaking events and workshops with alumni entrepreneurs.

• Helped Citi with regulator relations as an associate on the team managing Comprehensive Capital Analysis and Review (CCAR) stress tests for Citi’s $60B consumer mortgage portfolio.• Saved Citi $115K annually by automating parts of the internal reporting processes performed by a dozen quants analyzing risk dimensions for tens of thousands of loans.

• Managed department budget, fabrication lab, and student gallery. Oversaw $50K in purchasing, ensuring proper expense management in partnership with the college’s accounting department and dean’s office.• Supported the student art gallery, putting out calls for exhibition submissions, creating the exhibition schedule, and coordinating the installation and turnover of exhibitions.• Taught students how to safely use equipment, including 3D printers and modeling software, tools for woodworking and welding, and a laser cutter to execute their art projects.

• Graphic designer and print broker for print advertisements and direct mail campaigns.

• Managed relationships with 15 clients and oversaw 11 employees in the daily operation of a marketing agency and commercial printing business.• Grew revenue over 25% by deepening client relationships, renegotiating pricing, and generating new business through cold calling.• Improved profit margins by redesigning sales, design, and fulfillment processes.

• Office manager for a design studio specializing in design, marketing, and fabrication projects.• Ensured successful project completion and profitability by managing project budgets, employees and contractors, overseeing payroll, and coordinating logistics.• Manager for viral “Telekinetic Coffee Shop Surprise” video, which received over 80M YouTube views and national media coverage.