Own end-to-end program management and facilitation of New Hire onboarding and orientation; Work closely and collaboratively with HR leadership onboarding new hires for 8 multi-functional Lines of Business teams across the company resulting in partnering responsibilities in The People Office (HR), Global Learning and Development, Identity Access Management (IAM), IT Help Desk. Daily duties include but not limited to: Coordinating employee benefits and incentives, managing hiring processes, processing payroll via Kronos Timekeeping System; perform full and regular reviews of training materials, identifying areas that need to be updated or recreated ensuring that delivery includes multiple styles and methods; develop and align (KPIs) for Designated LOBs

As the Call Center Manager I - Technical Support at Worldpay, I oversaw multiple teams to deliver exceptional customer support, ensuring adherence to service level standards and company policies. I acted as an escalation point for resolving difficult customer issues and provided feedback to reps on call quality and areas for improvement.

In my role as a Due Diligence/Risk Manager at Chase, I led a team of specialists in daily risk assessment and data extraction. I managed projects that increased quality rate by 60% and employee satisfaction by 37%. Recognized for outstanding performance, ranking in the top 5% from December 2015 to July 2016. • Led team in risk assessment and data extraction• Managed projects to increase quality rate and employee satisfaction• Recognized for outstanding performance

As the Client Service Center Manager at Chase's Telephone Banking Center, I led a team of front-line bankers to provide exceptional customer service, resolve complex issues, and maximize call center productivity. I redesigned the New Hire Orientation Program, decreasing attrition by 37% and served as the POC for Compliance and Control strategy planning sessions in the absence of management.

As the Assistant Branch Manager- Vice President at a Chase Retail Branch, I led daily operations, sales, and customer service efforts to drive branch success. By motivating staff to surpass sales targets, we achieved a remarkable 65% reduction in branch losses within the first year. Additionally, the implementation of the Teller Referral System significantly increased teller incentive pay and referrals, enhancing overall branch performance.

In my role as Relief Unit Manager at Chase's Telephone Banking Center, I led a team of Telephone Bankers to provide top-notch customer service. I conducted quality assurance assessments, offered training on system enhancements, and enhanced communication between Retail Banking areas for improved efficiency.

In my role as a Telephone Banking Specialist at Chase, I served as the primary point of contact for customer inquiries, problem resolution, and sales opportunities. Utilizing various bank software applications, I provided prompt and accurate customer service in a Windows environment. My achievements include being recommended to facilitate and implement the Relief Unit Manager pilot, coaching new team members, and consistently delivering outstanding customer service. At the completion of the pilot, the Relief Unit Manager position was implemented