-Serve diverse clients to drive impactful business value through improved customer experiences-Build global relationships through proactive account management and exceptional project delivery-Develop an analytic strategy and manage customer experience projects for new and existing clients-Lead individual teams through research and analysis of client data sets and qualitative data discovery including interviews, focus groups, observations, process mapping, and review of client documentation and metrics -Develop recommendations for improvements with calculated ROI impact related to project initiatives -Conduct internal and client-facing presentations to provide thought leadership, insight, and process improvement-Partner cross functionally to translate business needs into new solutions incorporating innovative technology including AI features for Fortune 500 companies -Mentor staff on process to derive insights from data and build recommendations for business case success

-Implemented the first CX focused team for Retirement Services which included survey creation, maintenance, closed loop response, and response analysis, customer journey mapping, personas, text analytics, reporting, and established alternative listening posts-Collaborated with CX leaders from nine business lines and data security to introduce company wide survey system and CEM, Medallia-Created and implemented the Up-Market Client Advisory Board for clients with revenue of $1M+ and managed the event planning, budgeting, and execution -Established presence at semiannual conferences hosted by outside business lines to engage clients in person and gain exposure to over 2K current payroll clients -Presented Medallia updates on semiannual basis to business unit end users and provided individual training to 65 Executives and Managers -Analyzed data and presented to Executive leadership on trends and recommendations on service and product strategy

-Managed 10-15 Client Services Representatives as Registered Principal in multi-level call center servicing Financial Advisors, Business Owners and Plan Administrators assisting with 401(K) plan administration -Recruited, interviewed and hired Representatives and conducted semi-annual performance reviews -Lead training on systems, standard operating procedures, and retirement plan products -Coached Call Quality team and revised Call Quality procedure, exceeding performance metrics -Managed call queues daily to meet service levels using Genesys and CMS-Lead Client Experience within retirement services, coordinated with business partners to analyze Net Promoter scores and verbatims using Cognos and Clarabridge, converting data into actionable insights

-Directed the overall operation of a store including Business Development, superior customer service and promotion of TD Bank through community involvement, promoting and reinforcing the TD Bank WOW! The Customer Philosophy -Lead and encouraged support with retail and internal campaigns -Created, planned and executed off site sales events within the market-Demonstrated sales proficiency and compliance during customer interactions with business development and products, including small business, cash management, not-for-profit business, government entities, consumer and commercial loans-Managed store budget within determined deposit dollars and assured reporting of progress vs targets -Certified as a WOW Zone program instructor, going out into the community to teach K-12 financial literacy