Promotion. Reporting to the CEO, reasonable for end-to-end product development and operations for the company. Manage team of operations support staff and engineers. Participate and guide strategy discussions on company and product direction. Lead onboarding and ongoing customer support flow and serve as a SME for customer questions.• Improved process that led to decreased customer response times, and higher first touch resolution over a three-month period.o Improved training aids to increase customer support team knowledge base.o Implemented standard follow up rules to improve customer satisfaction and resolution timelines by 50%.• Grew partnership between product engineering and business teams to better prioritize customer needs and enhancements to the product platform.o Conduct feedback session with customers and built sprint pipelines to enhance the product based on how the customers use the product versus past practice of anticipating how customer may use it.o Established recurring internal sessions to align on ongoing priorities and roles/responsibilities to maximize team that has limited resources.

Promotion. Reasonable for roadmap design/prioritization using agile methodology, remote management of developers, business and customer control evaluation, vendor sourcing and evaluation, and building/refining process for partnership engagement across sales and customer success.• Designed and implemented standard requirements definition process to reduce definition to dev start time by 60%• Provided guidance and wrote BSA/AML policies focusing on control framework for effective risk management.• Provided thought leadership to other groups in the organization to implement processes to streamline their operation for quicker throughput of requests and deliverables to customers.

Serve as the product lead for the Compliance as a Service (CaaS) platform. Responsible for end-to-end management of the CaaS platform, vendor sourcing and review, and customer feedback and implementation to the product.• Identified, scoped, wrote, and implemented all business requirements for platformo Identified masking issue and implemented fix that reduced manual reviews by 70%• Met and evaluated 3rd party providers to support enhancements to platform• Partnered with Customer Success team to implement customer defined enhancements to platform

Organization structure change. Job responsibilities from Business Risk & Control Manager role remained the same.

Promotion. Program Manager for Middle Market Banking’s Financial Crimes Periodic Review Program. Partnered with multiple business partners and senior leaders to drive work from individuals’ offices and teams to centralized environment to simplify overall end-to-end process. Managed team of Project Managers using agile and waterfall project methodology, championed their projects, while leading and driving performance improvement. Designed and consulted on multiple BSA/AML impacted projects in a SME capacity.• Delivered month-over-month improvements on time and budget.o Reduced past due numbers 33% month over montho Increased quality results from under 50% to 90% within 6 months• Key participant in end-to-end design of Commercial Banking’s Change Management program• Drove overall program structure efficiencies while managing internal and regulatory risk initiatives.• Built detailed project plans with key deliverables and due dates.• Guided underperforming Junior Associates now excelling.

Promotion. Transition role to Manager. Responsible for managing projects that focused on the development and implementation of policy and procedures for BBG’s exit team. Supported BBG remediation milestones to satisfy remaining population requirement for regulators.• Managed and delivered multiple projects.• SME to Business Banking Group front offices and partner groups for bank systems and exit procedures.• Managed and delivered multiple projects.• SME to Business Banking Group front offices and partner groups for bank systems and exit procedures.

Promotion. Responsible for overseeing Know Your Customer (KYC) and due diligence activities. Led and researched transactional, risk, and compliance reporting. Ensured timely and accurate completion of projects including small single day, to large, multi-month. Managed 3 Relationship Associates.• Leadership initiatives included all Operations and Risk Management.• The ultimate escalation on critical customer support issues.• Member of multiple company Advisory Councils.• Led the office in achieving the #1 Quality Speed to Market customer satisfaction initiatives.

Promotion. Team Lead and trainer of junior Relationship Associates on BSA/AML procedures, compliance review, and risk reporting to CSM. Responsible for a portfolio of customers and also shared a leadership role with Relationship Managers and Customer Support Managers in managing portfolios of commercial middle market accounts.• The Point-of Contact with large Multinational customers.• Created and led the first KYC / AML initiatives.• Member of multiple Advisory Councils with the Wholesale Customer Experience Team on process documentation, operational risk, and process improvements.• Ensured high-profile customers passed audits.

Transition to wholesale side of the business as the sole support for large F50 companies. Identified and resolved client issues and acted as a liaison between the client and bank operations, sales officers, vendors and Relationship Managers to ensure the delivery of quality services and to meet client needs. • Conducted analysis to identify trends ensuring compliance. • Identified exceptions or recommended products, procedures, or services to streamline the client’s interactions with the bank. • Performed post implementation product usage and customer billing reviews.

Transitioned to work directly with clients to assist in onboarding process of new relationships to group. The Point-of- Contact to answer questions and resolve issues regarding service or products. • Member of multiple Project Teams and Advisory Councils. • Represented the team on the Shareowner Online CEO redesign and integration project. • Prepared work orders for dividends and annual meetings.

Promotion. Managed a team of up to 7 Tellers. Managed compliance process for transaction reporting and monitoring. Trained Tellers and Bankers on policy and procures for transaction review and approvals.• Led team in meeting and exceeding sales.• Achieved the highest customer service and satisfaction scores.

Promotion Responsible for managing relationships with personal and small business customers. Managed the credit application process for various types of loans. Worked with customers to assess their needs, gather required information, and propose solutions that met those needs.• Met and exceeded all sales goals and standards.

Greeted customers as they entered branch and provided service options. Managed key and code logs for the branch. Provided support to bankers in gathering documents or tracking down information.• Obtained MBA.