• Apply a structured change management/design thinking methodology to internal efforts, projects, and practices• Develop and execute project specific change strategies, change management plans, associated training plans, and other planning/execution tools to ensure the best employee and client experiences and benefit realization, including user readiness.• Successfully implemented several new processes and systems impacting the organization including: UKG, Monday.com, SharePoint… Show more • Apply a structured change management/design thinking methodology to internal efforts, projects, and practices• Develop and execute project specific change strategies, change management plans, associated training plans, and other planning/execution tools to ensure the best employee and client experiences and benefit realization, including user readiness.• Successfully implemented several new processes and systems impacting the organization including: UKG, Monday.com, SharePoint ticketing systems and an enhanced onboarding experience. • Collaborate with key stakeholders and partners to develop key deliverables, artifacts, and necessary tools to promote the best experience and outcomes.• Use appropriate measurement, analysis, and evaluation methods to accurately identify and document change and experience gaps and opportunities and define subsequent solutions.• Support the development and maintenance of internal and external feedback/listening programs that foster understanding and empathy.• Use data gathered during quarterly experience surveys to help drive continuous improvement for employee and client experiences.• Develop relationships with and ensure the appropriate participation of key stakeholders.• Lead cross functional teams through change management and experience initiatives to accelerate business objectives and organizational goals. Show less

• Applied change management strategies to successfully launch 10+ internal business projects impacting Consumer Banking and credit union members.• Assessed branches quarterly to identify process gaps to create solutions and implement process improvements for branch systems and operations.• Developed and maintained operational policies and procedures for consumer banking channels.• Drafted internal communications to notify impacted groups of process and policy changes as well as… Show more • Applied change management strategies to successfully launch 10+ internal business projects impacting Consumer Banking and credit union members.• Assessed branches quarterly to identify process gaps to create solutions and implement process improvements for branch systems and operations.• Developed and maintained operational policies and procedures for consumer banking channels.• Drafted internal communications to notify impacted groups of process and policy changes as well as providing alerts to system issues.• Created training materials and resources for frontline staff to ensure successful implementation of new processes and procedures.• Created training facilitator script and facilitated training to the entire organization on how to operate a new core system, resulting in a successful launch day with minimal impacts to members.• Provided ongoing support to branch staff on processes and procedures for member transactions in the new core system. Show less

• Act as an operational expert on business projects that directly impact Consumer Banking.• Routinely analyze branch assessment data to identify and implement process improvements to branch systems and operations.• Write and maintain consistent operational policies and procedures impacting Consumer Banking channels and members experiences.• Create training and resources for frontline staff to ensure success with newly implemented processes and procedures.

• Collected and analyzed data to identify opportunities for training and process improvements for the Call Center.• Conducted one-on-one coaching sessions to help Call Center Representatives meet their goals and perform their job duties.• Prepared and presented quarterly quality assurance reports to Call Center Leadership and Service Representatives.

• Recommended appropriate products and services to assist members achieve their financial goals.• Resolved member banking inquiries efficiently and effectively.• Maintained a deep understanding of SAFE’s processes, procedures, products, and services to ensure proper completion of transactions and conveyed accurate information to members.• Provided stellar customer service to credit union members resulting in a large promotion after 1 year of being hired.

• Trained sales associates on store operations and procedures.• Established plans for successful results in creating customer relationships through opening Nordstrom Rewards Accounts.• Communicated directly with customers and resolved their issues in a timely and effective manner.• Diagnosed and resolved technical issues with fixed registers, mobile registers, computers, and printers.