Served as VP, Business Analysis Manager-Workforce Management, overseeing the strategic roadmap to support business goals to reduce downtime and improve service support within Wealth Management Operations. Collaborate with senior leaders to ensure effective strategic initiative implementation and resolve staffing and service-level obstacles. Utilized Alteryx and Tableau for information management, reporting, and process improvements.- Recruited and developed forecasting, scheduling, real-time administration teams in four sites and 3 states, supporting 750 employees to service over 5,000 financial advisors and increasing client base. - Developed and implemented a Workforce Management business segment supporting the expansion of investment servicing professionals, currently supporting 750 employees in five sites across the United States and the Philippines- Managed successful project implementations of Avaya/Cisco phone, IVR, and call routing to Genesys, and workforce management application to Alvaria, developing multi-tier service support model to reduce downtime. - Decreased forecasting variances by 20% and expenses by 35% by implementing Capacity Planning to Short-Term Forecasting enhancements. - Developed front/back office production KPM dashboard utilizing Alteryx and Tableau. Developed internal WFM controls, procedures, and service delivery expectations resulting in successful audit readiness.

Senior Operations Leader supporting 2,000 employees in handling over 7.2 million calls across 10 sites around the world. Directed multiple teams in the streamlining and execution of strategic planning, scheduling, and the delivery of Customer Service support for Branch Escalations, Banker Support, Home Lending, and Merchant Services departments by efficiently leading multiple teams. Managed business development efforts through initiating service delivery improvement and integrating call center solutions.- Leader of successful call center migrations for New Customer Engagement, Chase Wealth Management, and Merchant Services organizations into the Center of Excellence (centralized management group).- Improved customer contact quality by 10% and cut average handle time by 20% through planning and executing multiple call center associate quality and call handling improvement strategies at the US and global site levels.- Developed expense reduction and process improvements initiatives through operational and service delivery process improvements, enabling India and Philippines partners to reduce headcount by 15% and 20% in overtime expense.- 4 consecutive years of passing internal control reviews.- Project leader for Alvaria, Avaya and Servicing application upgrades.

Led team of system engineers at the second-largest pharmacy store chain in the U.S. to deliver NICE platform support and organizational training for 3,000 health care professionals. *Led teams in United States and India towards support of network, server and application issue resolution. *Project Manager for workforce management, quality and survey application upgrades.*Improved platform availability from 94% to 98% within 1 year.*Designed and implemented IEX development lab, training processes, and procedures that reduced post implementation defects and delivery time by 15%. *Managed call center department training on version enhancements, advanced forecast and scheduling methods.

Provides theater level finance and policy support to the Army Central Command (CENTCOM) leadership during oversees deployments. Supervises implementation of finance initiatives from strategic and operational level within the Kuwait, Iraq and Afghanistan theaters of operation. * Managed $20MM per quarter for 3,000 troops. * Provided logistical support for units traveling within the theaters of operation and the United States * Developed policy initiatives to improve internal control standards that were implemented in 4 countries

Created Workforce Management department for the Home Warranty Division of a global provider of title insurance and settlement services. * Led implementation of IEX workforce management application that resulted in first and second year headcount expense reduction by 30%.* Managed migration and logistics for new 300-seat Arizona facility and completed Texas operations site closure.* Coordinated hiring and training of 600 employees for call centers in five site facilities, four states, and two countries.

Managed Customer Service Payment Research staff of 20 and consolidated four operational sites for one of the country’s leading financial services institutions.* Improved performance by 45% and reduced expenses by $2.5MM. * Reduced resource needs by 10% through process improvements.* Developed training programs to transition research staff capabilities into customer service roles.

Project and Vendor Management towards development of a new Workforce Management center that supported 2,000 seat Customer Service department, across six sites and four countries.* Developed and implemented new Workforce Management Center and technologies.* Vendor and project management lead on IEX, Avaya, and Genesys CTI systems installations.* Led development of call center metrics, information management and documentation compliance.