As an integral part of the Executive Team, in this role, I am responsible for providing leadership and professional development opportunities to the Labor staff, the success of the credit union's wellbeing and positive member engagement experience, and demonstrating effective management and oversight of operational retail delivery channels, processes, and internal controls including branch operations, call center operations, ATM/ITM Network, card services, and business and community development.

In this newly created role, I am responsible for the Credit Union’s community engagement activities, outreach, and brand awareness in ways that highlight the benefits of a JHFCU membership, and celebrate our cooperative structure by levering our financial wellness program to create a cycle of prosperity for the Credit Union, our members, and the Hopkins community we serve.- Develop and conduct financial education seminars, workshops and other financial wellness initiatives for key segments of the Hopkins community.- Lead research, development, implementation and tracking of JHFCU’s financial education programs, champion financial wellness offerings, and position JHFCU as a trusted partner to key stakeholders.- Develop and evolve curriculum for in-house coaching program, to include both a both a logical progression and an ala carte option for members and their coaches to select and review as needed; and work with coaches to create goals.- Oversee coaching program metrics including participation, completion, financial wellness improvement (credit scores, debt reduction, savings increase).- Manages relationship with third-party financial education content providers to ensure timely, relevant content and robust interactive platforms and reporting.- Develop and evaluate effectiveness of annual Community Engagement Plan; and review and modify community engagement programs as needed to ensure the integrity and quality of outreach efforts.- Assume responsibility for the development of relationships and effective communication strategies with SEGs and the Hopkins community- Tracks results of community engagement activities and recommends budget for sponsorships, activities, and other investments.

- Hired to create, implement, and lead the inaugural Community Development department and financial wellness program to demonstrate benefits of membership with the credit union.- Grew membership by 11.5% in first year (2021-2022) and 26.5% in 2023 (by August) through rigorous community outreach and engagement strategies. Lead, coach and develop a team of three Community Development Representatives.- Lead the SkyPoint Cares initiative: Responsible for providing expert guidance and counsel to executive management, member service specialists, and Select Employee Groups (SEGs) on financial health, community and economic development, and financial inclusion via conferences, education seminars, webinars, and speaking engagements.- Execute the credit union’s CDFI/CRA agenda by developing and implementing lending products for underserved individuals and communities.- Developed the financial education curriculum and incorporated digital platform partnerships for additional and supplemental resources. Provide financial wellness and credit counseling (with additional support from debt counseling/management nonprofit).- Build mutually beneficial relationships with community partners and other resource providers to maximize community impact.- In conjunction with the Chief Development Officer, I am responsible for organizing and implementing the Credit Union's community development and engagement initiatives. Strategize and develop plans on how best to reach the community to show the benefits of Credit Union membership.- Initiate and participate in membership events. Responsible for being a brand ambassador for the Credit Union and enact activities that increase brand recognition in the community.- Manage all community and chamber memberships, event sponsorships, and organization donations.- Create marketing material and manage SkyPoint Facebook and LinkedIn via third-party PR firm.- Responsible for reporting all impact data and analytics to analyze success measures.

- Responsible for leading all aspects of branch performance: Drive revenue and customer loyalty through consultative interactions with clients, and solutions that help them achieve financial well being. Collaborated with a broad range of eco-system partners. Accountable for risk management and compliance.- Built a high performing team through the attraction, on-boarding, coaching and development of branch team members. Coached team to confidently engage with customers in technology-enabled interactions, provide solutions and advice-oriented consultation that improves client financial well-being. Ensured employees achieved performance and activity expectations through effective and ongoing performance management. Modeled PNC values by cultivating and supporting an inclusive workplace.- Utilized a branded sales process to achieve sales targets and customer loyalty to grow branch revenue through the acquisition and share-of-wallet growth of consumer and business households. Drove business banking results primarily through business development and community involvement activities. - Managed operational, human capital, reputational and business risk. Exercised leadership, authority and sound decision making to mitigate sales practice risk. Ensured compliance with regulatory guidelines and adherence to established policies and procedures. Led effective problem resolution to increase customer satisfaction.

• Level I Junior Underwriter Lending Authority – evaluated, authorized and decisioned consumer loan application requests of up to $15,000.• Built a high-performing team of 4-5 direct reports; managed a Level I branch in the absence of the Branch Manager - Grew branch production by 470% between July 2019 to December 2019, from 65% Needs Improvement rating to 306% Exceptional rating; Valued Performer rating for Q1 2020 at 130%. Achieved 9.3 out of 10 service rating for 2019. Achieved top-performing branch at 306% production in December 2019 and second top-performing branch at 263% production in November 2019.• Created and implemented Performance Action Plan to assist and encourage team members to track, achieve and exceed individual performance goals – Individual performance increased on average by 35% since implementation.• Conducted biweekly one-on-ones with team members for professional development, coaching, and informational purposes to empower and motivate; designed and implemented employee evaluation and career development process that aligned with the company’s vision to recognize and celebrate success, foster growth, identify areas of opportunity, as well as examine disciplinary outcomes.• Implemented effective and ongoing performance management processes to coach team members to confidently engage with members in purposeful interactions, provide solutions and advice-oriented consultations to achieve performance and activity expectations, sales targets, member loyalty, deliver exemplary customer experience and drive results.• Participated in recruiting, hiring, on-boarding, coaching and performance review processes; as well as scheduling and time-tracking in accordance with anticipated branch volume forecast.• Supervised completion of monthly audits and daily compliance reports in accordance with audit and risk management framework.

- Assess and effectively manage risks associated with business objectives to ensure alignment with the bank’s risk management framework.- Assist in the performance management process and coach to consultative selling for all employees to achieve performance and activity expectations and drive results.- Proactively observe and analyze processes for effectiveness to recommend strategies and implement systems and solutions to assist the organization in achieving its strategic goals. - Coach team members to confidently engage with customers in purposeful interactions, providing solutions and advice-oriented consultation with a branded sales process to achieve sales targets and customer loyalty.- Execute public relations, marketing, and community relations initiatives on behalf of branch, and represent Wells Fargo at special events that build customer engagement, visibility and loyalty.- Assist in the creation and distribution of communications for campaigns, product enhancements, direct marketing programs, sales tools and general marketing updates.- Collaborate with community representatives to develop and implement strategies to encourage participation in programs and events; and develop and maintain effective working relationships to support management and external stakeholders.- Research, analyze and develop recommendations on specific operational setbacks to resolve escalated problems, service gaps, negative-impact trends, and low program/event participation.• Maintain a working knowledge of the complete line of products and services offered, adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets, and deliver an outstanding customer experience through personalized interactions; Stay abreast of industry trends to ensure the organization’s digital services remain relevant and highly effective in serving member needs.

- Built a high-performing team of 8 direct reports through strategic on-boarding, coaching and continuous development – Successfully transformed a low-performing team to Top-Performing branch in District every quarter 2016, and recognized for “Leading by Example” in Net Promoter Score. - Assessed and managed operational, human capital, reputational and business risk by ensuring alignment with the bank's risk management framework.- Designed and implemented effective and ongoing performance management processes and coached to consultative selling for all employees to achieve performance and activity expectations, deliver exemplary customer experience and drive results.- Proactively analyzed data to ensure the delivery of timely and exceptional member service, resolved complex matters and responded to escalated requests while demonstrating highly effective management of service standards.- Proactively observed and analyzed processes for effectiveness to recommend strategies and implement systems and solutions to assist the organization in achieving its strategic goals. - Supervised branch personnel to meet and exceed targeted sales and service goals with aadherence to policies, procedures, and regulatory compliance standards through leadership, authority and sound decision-making. - Performed operational audits, monitored and controlled store reports, managed loss control functions, and evaluated branch policies to identify and mitigate risk and to ensure compliance with local, state, and federal banking regulations.- Supervised overall daily store operations, ensured compliance with teller operational standards, including proving the vault, store recap, drawer management and settlement competencies.- Assisted in developing platform and teller schedules to ensure adequate staffing and capacity to support forecasted volumes.

- Grew revenue and loyalty through proactive interactions with clients and effective problem resolution.- Advise, educate and engage clients on a variety of tools and resources to achieve their goals and improve financial well-being; as well as conduct partner introductions and referrals for specialized needs.- Marketed products and services to deepen net relationship growth, drive revenue and loyalty through financial needs assessments, consultation, and effective communications and sales strategies.- Handled cash transactions while centering efforts on proactively servicing mass-market customers, marketing products and services to existing customers, and referring customers to appropriate partners for more complex financial needs.- Exceeded targeted sales goals and provided prompt quality service to ensure customer retention and sales support.- Conducted semi-annual audits of inventory and procedural compliance.

- Supervised 11-13 direct reports assigned to the Blair apartment properties in Silver Spring, MD.- Communication and management liaison between residents and property management, as well as concierge team and corporate managers concerning all resident and corporate events.- Assisted in placement of marketing items including set-up for campaigns and other promotional items; ensured proper use of logos and brand guidelines; kept inventory of marketing promotional items such as pens, key chains, mugs, etc.- Assisted with coordination of production and distribution of various communications with outside vendors.- Coached team members, trained new hires, researched and resolved escalated service and sales issues, and provided feedback to increase knowledge and performance outcomes.- Created monthly reports documenting the duties of the concierge marketing team to submit to corporate management and property management; organized and facilitated staff meetings and events; conducted employee reviews.- Evaluated success of content marketing via social media using analytics available; researched, analyzed and resolved specific outcome challenges such as service gaps, negative-impact trends, and low program/event participation.- Experience in HTML and design software packages.

-Responsible for communications and public relations between GWSA and various other organizations-Media liaison for signature (significant) events-Manager of all social media sites-Writer of press releases, event descriptions, and guest biographies-Functioned as producer, host , and web designer

Duties: Corporate office, Creative Services Department - responsible for assisting with any and all events hosted by the network, including but not limited to logging videos and event footage, copying and archiving tapes, assisting with special productions and projects, and some administrative tasks. Assisted with the production of Bobby Jones Gospel - worked as a talent escort.

Duties: Reporting, interviewing, and writing for the web media in order to obtain hands-on experience and understand the functions of an all

Duties: Hosted a video that documented a philanthropy internship where three other interns and I were responsible for distributing $25,000 to non-profit organizations in the city of Pittsburgh whose focus benefited African-American youth and young adults ages 12-24 in the areas of youth violence prevention and education.