- Led team of ~75 global exempt associates with 7 major areas of responsibility within Fraud & Consumer Protection Services (FCPS) within overall Consumer & Community Bank: 1) Service Level & Performance Management, 2) Lean Process Improvement & RPA/AI/ML, 3) Demand Management/Elimination, 4) IVR/Voice Strategy, 5) Ops Readiness, 6) Workforce of the Future including Cross/Multi-skill initiatives and 7) Authentication- Responsible for identifying and implementing process and technology improvements to control, reduce, and streamline demand-based touchpoints into Consumer & Community Bank (CCB) FCPS inbound call center including initiatives resulting in the reduction of 7M annual touches equating to ~1,150 FTEs or $31.6M through 2022 & 2023

- Primary responsibility for creating and allocating largest controllable wage line on FY P&L - worked wages & salaries budget of~3.2B, including implementation and costing of nearly $250B of wage investments across Sam's Club hourly associates as part of Better Jobs initiative - designed to refocus operating model around engaged full-time workforce including consolidation of numerous job functions and emphasis around team driven work- Led periodic forecasting around worked wages, overtime, attrition, associate call ins, and other people-related metrics with emphasis on prescriptive / predictive analysis- Workforce Planning Product Owner including system utilizing machine-learning algorithms to generate unit sales forecasts at item quarter hour level granularity to derive labor needs

- Responsible for overall workforce planning process including hiring plan forecasting, diversity hiring and representation targets, and benchmarking. Provide consultation to senior HR and business leaders on critical workforce implications and trends through monitor of internal and external workforce data and trends.

- Systems Planning & Management- Business Intelligence & Analytics- Workforce Planning & Management- Directed quantitative analytics, operational business reporting, service-related strategic planning, capacity forecasting, systems related strategic planning and management, and tactical workforce management operations.- Led the development of a behavioral analysis team focused on measuring client relationship strength using quantitative methods and metrics; special focus was given to client profiling and statistical analysis of client satisfaction/net promoter surveys; led to double-digit increases in client satisfaction (12 month average of 90 points) and increases in average net promoter scores of 20 points- Redesigned brokerage capacity planning and demand forecasting resulting in a $9M annual run-rate reduction - Derived and set new functional skill profiles and organizational benchmarks resulting in a 34% increase in average productivity and a 50% increase in efficiency- Successfully directed the development, implementation, and maintenance of an external reporting program that resulted in an open dialogue between TD Ameritrade and our Institutional clients resulting in a 10% increase in client retention- Managed multiple work streams to support the deployment of a multi-phase LEAN initiative to restructure client onboarding, client segmentation, and client relations resulting in 100%+ increases in service levels, 20%+ increases in client satisfaction scores while maintaining double-digit annualized organic business growth- Led the development of a Practice Management recommendation engine that took numerous variables as inputs to proactively determine which, if any of over 5000 recommendations were best suited to assist advisors. These efforts led to an increased partnership with our advisors and helped to create an efficient schedule of work for our Business Consultants

Responsible for business intelligence functions.- Successfully planned, developed, and implemented a master data management program including CRM Management and Development (Salesforce.com) and Data Profiling and Quality (Informatica)- Directed the development of an automated reporting initiative to increase efficiencies within the reporting team. Early efforts resulted in approximately 375 business days of annual savings

Creating ad hoc and periodic reporting through SQL and other reporting applications. Managed a small team of analysts with duties ranging from database management & administration to strategy and business analysis.

Responsible for creation and production of a variety of printing needs (business cards, invitations, posters, etc.). Also served as customer facing liaison between customers and FedEx Ground & Express to ensure accurate intake of packages to ensure consistently successful delivery.

Created family friendly atmosphere that encouraged repeat visits from customers. Responsible for inventory & ordering of bar supplies, working several cooking stations, and managing small teams.

Responsible for proving a wonderful customer experience from start to finish to ensure repeat clientele.

Partnered with internal teammates to ensure end to end customer satisfaction. Responsible for managing daily register, processing sales, returns & exchanges, and participating in weekly/monthly inventory events. Also trained in Loss Prevention to ensure accurate reporting of goods & inventory.