Lead all internal and external audit/ regulatory engagements for Global Data Centers, Media & Backup Storage, and Continuity of Business control processes: information security, third party management, change management, configuration management as well as backup and recovery.• Proactive governance of Global Data Center Site Operations, Media & Backup Storage Risk and Controls through the effective management of the Managers Controls Assessment (MCA). Ensures that the MCA is complete, with a standardized global baseline and effectively represents the key controls for the areas.• Effective management of the non-compliance issues (control and audit) to ensure timely, effective and sustainable remediation of control breaks.• Deliver monthly scorecard for inclusion in the Monthly Operating Report for reporting to Senior Management.• Lead global risk management meetings to review issues, third party risks, emerging risks/ programs and risk management direction.

Served as a Primary Compliance Liaison for the past eight years responsible for preparation and participation in all audits (internal and external) that involve Global Voice Integration / Global Contact Center. • Participated in over 35 Internal Audits and have completed all with 100 % pass rate and zero findings issued during this timeframe.• Reviewed and implemented Corporate Initiatives / Policies / Standards with a strong focus on ensuring compliance with CISS current version standards, SDLC process adherence for all Global Voice Integration / Global Contact Center projects.• Created and managed all Corrective Action Plans (CAP’s) and Risk Exceptions (RE’s) open in the Global Voice Integration / Global Contact Center area. Work closely with Information Security, Risk & Control, and Issue Management Teams. • Successfully drafted, tracked, and reported monthly progress and processed the closure of over 150 CAP’s and RE’s open in the Global Voice Integration / Global Contact Center space.• Created, implemented and processed the required annual updates of standardized Policy and Procedures Manual being used within all Global Voice Integration / Global Contact Center teams within IT.• Worked closely with Risk & Control to create the Policy Control Manuals (PCM’s) for the Predictive Dialer, Voice Recording, Faxing, Contact Center Integrations, and NIVR functional teams.• Managed Assessment and testing of vendor processes and controls for quality and performance, including Annual Third Party Information Security Analysis (TPISA) reviews, Vulnerability Assessment (VA’s), and ADD’s.• Served as Relationship Manager and managed the annual TPISA reviews for NICE Systems (Voice Recording Software) and ASPECT Software (Predictive Dialer Vendor)• Served as Records Management Officer for the past eight years for Global Contact Center space ensuring adherence to Corporate Records Policy as well as Export Compliance requirements.

Managed daily operations for the REL Predictive Dialer Divisions supporting 3000+ customers/users worldwide.• Oversaw multiple initiatives concurrently resulting in increased revenue and improved customer satisfaction, eliminating manual steps and rework.• Served as liaison between IT and Business groups to ensure highest level of product satisfaction was delivered.• Implemented a consolidated predictive dialer operation in one central location servicing 22 states.• Coordinated development and implementation of the first predictive dialer system installed in Puerto Rico.• Participated as Guest Auditor/SME for several Internal Audit reviews.

Managed staff consisting of System Administrators and Developers supporting 18 departments company-wide. Delegated all daily work assignments for System Administrators.• Implemented the Technical Services Help desk providing 24x7 support for customers in a fast-paced call center environment.• Mentored top/bottom performers in their career aspirations.• Selected for participation in a management mentoring program providing career guidance.• Prioritized and distributed projects for development group.

Managed a staff of 40+ collectors responsible for the reduction of delinquency for CitiGroup First Mortgage Portfolio, consisting of 500,000 loans and ensuring all loans were serviced according to regulatory guidelines.• Interviewed prospective employees and made hiring decisions.• Developed and executed customer contact strategies for the collections department.• Responded to all executive-level customer complaints.• Delivered monthly performance reviews to collection personnel.• Developed and implemented incentive programs which improved individual and departmental performance.