Responsible for managing the Bank’s enterprise wide Vendor Management program with a focus on up front due diligence, vendor monitoring, reporting, and risk mitigation activities to protect the Bank from risks associated with third parties. Responsible for managing the Bank’s Records Management program and records retention policies.

Improved the the bank’s Vendor Management program to ensure consistency in third party relationship tracking, risk rating, and maintenance of due diligence documentation across all vendor risk levels. This was accomplished by adjusting both the banks inherent and residual risk assessments to align with the most recent guidance, refining the due diligence documentation list to focus on essential documentation, and cross departmental follow up to consistently reinforce proper vendor Relationship Manger habits. Improved upon process in place for various BSA functions to ensure the bank operated within our established policies including those for CIP, beneficial ownership , NAICS, NRAs, as well as hemp and other high risk rated banking. Created a new review process for privately owned ATMs. This resulted in better information quality in the customer reviews that lead to adjusted review frequencies and better identified possible money laundering activities of our POATM customers. Created a communication flow to ensure any new account openings flagged as high risk are automatically filtered to Compliance for account opening approval. This streamlined the previous communication and improved on the accuracy of high risk customer account classification.Managed the banks records management program for both secure document shredding and storage. Maintained the bank’s bait money, alarm, and camera systems and established auditing procedures for both the branch and Compliance teams. This includes daily, monthly, and annual audits. By establishing these procedures we’e improved regular alarm and camera system function while spending less on their maintenance. Branch compliance with regular alarm, and bait money auditing has improved from a regular exception rate of approx. 25% to a consistent result of 0 monthly exceptions.

Promoted the sale and adoption of Gatehouse Auto’s automotive digital marketing products by dealerships in Western NC and Eastern TNFostered dealership relationships by serving as their trusted advisor as an automotive digital marketing subject matter expert.Functioned as skilled contributor to a team consisting of remote employees stretching throughout the Southeastern United States

Work with nearly 20 dealerships in Southern California to help them optimize their digital presence and marketing strategy. Through focusing on themes of personalization, SEO, SEM, and reviewing analytics that provide insight on customer behaviors I help shape an engaging website focused on customer experience and conversion.In addition to a primary focus on the dealerships websites my responsibilities extend to developing customer engagement strategies on multiple social media platforms including Facebook, Twitter, and Instagram. In the competitive digital vehicle marketplace it is imperative to convert the dealers web traffic through all customer touch points and their social media platforms are an essential tool in this process. Through social media and integration of customer experience reviews into the dealerships websites I work closely with them to manage their online reputation to ensure negative and positive reviews are acknowledged to positively shape customer opinion. Through a hybrid support system consisting primarily of remote support with quarterly dealership visits I’ve helped my engaged dealerships consistently improve lead generation and website conversion which have contributed to year over year increases in vehicle sales.

Responsible for creating a dealership culture that focuses on customer retention and dealership profitability in 40+ dealerships.Train dealership staff on the competitive advantage of GM’s in vehicle technology and how to translate that technology into selling points for a diverse clientele.Drive district metrics related to vehicle delivery including OnStar activations, GM mobile app usage, reactivation of OnStar in used vehicles etc.Assist with escalated customer service technical support situations utilizing network of digital channels and in person troubleshooting with the customer.

Lead and motivate team to achieve success around company goals ensuring customer satisfaction through education, technology translation for a broad audience, and technical device repair.Design, implement, and evaluate strategies for employee motivation and recognition that are tailored to team opportunities. Assist in talent selection including facilitating hiring events, interviewing, and advising in final hiring decisions based on current team opportunity gaps and available positions.Serve as technical support resource in cross functional work environment including sales, technician, and leadership teams.Provide mentoring and follow up with technical support and training teams to ensure continued optimal customer experience and employee career pathing .Travel to North and South Carolina Apple store locations to analyze and identify opportunities and strengths within their technical support and training teams. Presented findings to leadership in effort to maximize their talent and processes to achieve an improved level of support.

Organized all training through formal and informal methods for cross functional team including leadership. This process involved talent selection for specific trainings, staging the locations for the trainings, organizing the necessary equipment, as well as facilitating to small to medium groups.I designed, facilitated, implemented, and evaluated training for the entire staff on Apple’s Joint Venture program to drive B2B relationships with local SMBs. This training was used throughout many of our North and South Carolina locations and drove an immediate awareness and trackable result. Coordinated trainings across multiple locations to ensure they met desired outcome. Tracked team metrics across all locations to ensure success and quality of the the result against the goal established for the training.

Certified by Apple as a technician in all Mac computers and operating systems dating back to Snow Leopard. Also certified to service all iPhones from 3Gs forward.Assist customers with hardware/software issues on Mac computers as well as mobiles devices such as iPhones, iPods, iPads, and Apple Watch as well as Apple Manufactured accessories. Exceeded company goals for customer satisfaction, repair queue management, and customer support sessions per hour delivered.Performed in and out of warranty repairs on all Apple Products.