• Spearhead the development and implementation of comprehensive systems encompassing transaction coordination, internal communication, information management, central database administration, and marketing strategies for lead management & generation. • Lead end-to-end contract management, ensuring smooth processes from contract initiation to closing and listing launch.• Establish and maintain standard operating procedures (SOPs), detailing all protocols and benchmarks to uphold consistent standards and enhance operational efficiency.• Vendor relationship management, including evaluating performance.• Generated $1MM in sales in 2022 and increased sales by 106% YTD 2023.

• Owned the daily operation of a customer service organization, 10 Team Leaders, 2 coaches and 200 frontline agents both on site and virtual.• Led and directed overall customer/client experience and outcomes while optimizing performance through Net Promotor Scoring, increased NPS by 41%• Partner with internal and external stakeholders to establish global business strategy.• Developed methodology for front line readiness to drive a consistent client experience. • Managed workforce capacity to successfully align to the execution of business priorities – Increased service level performance by 17%. • Mitigated risk through direct customer interaction on escalated issues.• Manages escalated issues and interacts with customers, managed the customer experience process.• Inspires, motivates, coaches and develops front-line leaders and staff with an emphasis on personal and professional development.• Achieved 110% to Scorecard goal YOY.

• Owned the daily operation of a customer service organization, 9 team leaders and 2 coaches and 180 frontline agents (Outbound Sales, Private Client, Branch Appointment Setters & Onboarding).• Established two customer success teams from pilot to live phase to support the onboarding of Workplace Banking and Nation Digital Retail Expansion customers.• Engage in weekly coaching sessions and employee development activities. • Increased deposits by 18% through customer onboarding and retention outreach.• Achieved 115% on Sales Scorecard YOY.

• Supported sales and customer experience strategy execution within Business Banking Service & Sales• Implements initiatives to grow revenue including acquisition, growth, retention and cross-channel experiences through CIM treatment development and execution. • Partnered with business leaders to identify variability in performance and provided solutions to address performance gaps.• Directed the development and delivery of readiness materials for frontline success.

• Led day-to-day activities of Business Banking customer service team of 20 in a contact center environment.• Established measures of success and drove outcomes to optimize performance by 13%. • Managed data analytics and reporting output for the team. • Direct responsibility for team conduct, development, corrective action and all employee experience functions.

• Traveled across the country to train employees in the Business Banking support discipline. • Developed training material for new hires to the department as well as directly supervising over the first six weeks of new hire onboarding.• Continued mentorship and development of skills related to performance