Google Consumer Hardware & Services Portfolio & Google Digital & Retail Stores - Platforms & Ecosystems Customer Support - Risk & Compliance Operations - Tools & Systems Infrastructure - Social & Community - Center of Excellence - Business Intelligence - Data Science & AI/MLVendor Management OfficeExecutive Sponsor Supplier DiversityDiversity Equity & Inclusion Council Executive SponsorGlobal Co-Chair Women GroupExecutive Sponsor Global Black Group Network

Global Risk and Control Services Executive Head for AIG - Americas. Responsible and accountable for the Compliance Services division in Global Consumer Operations for Latin America and North America. Team responsible for independent control testing service to ensure that the Company's Compliance Programs are carried out in an effective and efficient manner in addition to providing oversight to AIG PCs supply chain management. Breadth and scope of the organization’s support and impact includes approximately 450 internal policy systems, 26,000 associates, 250 sites, 50+ countries, 50+ languages and in excess of $460M annual budget.

Responsible and accountable for the overall standards, capability and assurance inter-dependencies design and development of the company’s global contact centers. Defined operational strategy, requirements, delivery and sustainability for the Property and Casual business for AIG to effectively and successfully support and service over 40M customers annually, 15K agents, 250 contact centers, 52 countries. • Ownership of Global Contact Center Target Operating Model Development & Implementation – Operations & Functional Support• Ownership of Development, Implementation & Sustainability of Global Playbooks – i.e. Quality, BCP, Knowledge Management, Metrics & Reporting, etc.• Spearheaded and developed Global Contact Center Communications Strategy Framework inclusive of delivery channels, scope, audience, branding, frequency, framework, stakeholders, etc.• Spearheaded Global Contact Center Executive Communication functional alignment content and delivery methodology and timeline for AMERICAS, EMEA & APAC Regions.• Partnered with HR to define, develop and implement Global Contact Center Career Family Portfolio – Competencies & Career Progression• Partnered with quality partners, stakeholders and internal customers to develop AIG Global Contact Center Operational Maturity Assessment Models and Guidelines

• Executive Owner of Global Operations including: Front & Back Office Operations – Debt Management Plan - Documentation Collection Administration & Contact Center Operations• Spearheaded & Led Operational Agency Revenue Generation Request for Proposal & Contract Standardization Initiative: AARP, Department of Community Affairs, etc.• Appointed by CEO to Re-org Agency Infrastructure – Business Units, Scope, Leadership Level, etc.• Headed & Implemented Re-Engineering Corporate Strategic Goal Alignment Initiative - Resulted in Increased Associate Utilization, Reduced Client Cycle Time and Increased Client Experience Survey Scores • Spearheaded Corporate Shared Metric Development & Implementation Initiative – Operations – Financial & HR Key Stakeholders• Led Agency’s Business Accountability Review Team Operations Division – Ensured compliance to regulatory requirements at federal and state level and ascertain risk management cost impact analysis at program (product/service), state and partner level. • Developed and Championed Corporate Customer Service Index Initiative• Led Contact Center operational channels including Inbound, Outbound and e-Services (24/7) – CSRs/TSRs• Championed, Negotiated & Implemented Work Force Management IT System & Infrastructure – 33% Productivity Gains Realized• Led & managed RFP Contact Center Contractual Initiatives – Negotiations, Renewal & Service Delivery with strategic key external business partners• Developed and Implemented Corporate wide Operational & Revenue Dashboard Metrics & Standards• Partnered with IT to Design, Develop & Implement Contact Center Knowledge Management System• Defined, Developed & Executive Stakeholder in Contact Center & Corporate Wide First Contact Resolution Metric

• Owned and championed Home Depot Customer Service Communications, Metrics & VOC – Partnered with Board of Directors, CEO and Executive Leadership Team on Press Content, Stakeholders Meeting Readiness and Data Review Efforts• Defined and Developed Contact Center Organization and First Contact Resolution Infra Structure & Metric - Cradle to Grave Ownership• Corporate Customer Service Communications Liaison for External Partner Customer Communication Content Official Messaging, i.e. Attorney General Office and Better Business Bureau• National Customer Service Forum Key Note Speaker & Panelist representing Home Depot• Implemented Social Network Customer Interaction Channel & Feedback Closed Loop Process• Partnered with HR to define, develop and implement Customer Care organization infrastructure, career family, policies/procedures, etc.• Partnered with HR and Marketing in Customer Care In-House Business Case development for Senior Executive which included Customer Experience, Associate Career Development and Brand & Culture Value Proposition – Front Office Customer Interfacing from OSPs and Back Office to OSPs.• Championed & Implemented Systems Applications and Products (SAP) Customer Relationship Management (CRM) for customer service data repository - 1st for US retailer• Developed and Implemented Customer Service Resolution Concession Matrix Infrastructure & Operations Business Partner Ownership Chargeback Financial Practice – 54% YOY Reduction - $2.8M• Led Contract Review & Re-Structure Initiative - Renegotiated Static contracts to Transaction based - Decreased Cost of 42% and Increased Scope of Deliverables• Led & Owned OSP RFP & Contractual Framework Development & Negotiations Efforts & Portfolio• Spearheaded & Led Client Resolution Initiative - Decreased days to resolution 85%

Responsible for 85+ Associates - $45 M Budget – 8 Distribution Facilities - 5 Business Models Spearheaded & Developed Organization Communication Strategy & Alignment for Organization Initiativesincluding: Change Management – Re-Organization, Annual Leadership Meeting, Voice of the Customer, etc. Initiated and led Puerto Rico Distribution Center Closure Initiative - $2.1 M Savings Compliance & Audit Regulatory Point of Contact for Strategic Distribution Supply Chain Implemented Ocean Carrier Off Shore Market Demurrage Initiative - $900k Savings Spearheaded and Renegotiated Specialty Distribution Network 3PL/4PL Contracts - 5% Savings – $2.5 M annually Partnered & Renegotiated on-site Non-Retail Distribution Network Contract - $2.7 M Savings Spearheaded, Developed & Implemented SOP inclusive of Compliance/Audit, Processes, Business Continuity, etc. Led Global Supply Chain Hawaiian Government Contract Partnership - 10 yr contract – $12 M Valuation Owned, created and delivered Senior Executive & Organization Annual Leadership Meeting CommunicationMessaging & Delivery Assisted in Creation, Development & Implementation of Organization Mission Branding & Key Partnership ValueProposition Engagement Strategy

Responsible for 45+ Associates - $125 M Budget – 85 Ramp Facilities – Southern & Western US Territories Led Engineering, Operational and Finance Southern/Western Infrastructure Development for United States PostalService (USPS) Contract Implementation Led Operations SOP Development to ensure Sarbanes-Oxley 404 compliance and adherence. Monitored Contractual Adherence – 30% Incremental Revenue Served as Liaison for FEDEX, USPS and Third Party Ground Handler Operations Contract Compliance