- Communicate with employees, customers, vendors, and insurance in all facets of automobile repair- Assure that employees have the required supplies and automobile parts in order to complete their tasks- Liaison between customers and insurance companies, ensuring repairs are completed safely - Complete estimates/supplements within the cloud-based auto shop management software (CCC ONE)- Ensure work flow is at a sustainable level, balancing quality and efficiency- Negotiate with vendors to create win/win scenarios and keep costs down- Thoroughly document all communications within the customer file

- Manage and lead the day-to-day operations and help shape the strategic direction of the lounge- Reorganized the bar station which resulted in a 30% increase in overall efficiency- Increased overall (bar, tobacco, food) revenue by 20% through advertising new cocktails/cigars on social media and word of mouth, as well as hosting events to bring in new clientele- Maintaining and expanding knowledge of the Toast POS system, as well as maintain and share metrics and goals for individual & team performance- Built personable and professional hospitality team and ensure staff were well-trained and consistently supported- Responsible for staffing, recruiting, training, scheduling, coaching, inventory, planning of promotional events- Ensure quality and safety controls are followed- Provide direction and influence decision making- Communicate with vendors regarding new products and promotions to scale profits- Develop and implement strategies and policies to direct operations - Improve customer base by engaging in friendly chat with customers which ensured a base of recurring persons- Utilized Toast, a cloud based restaurant management software

-Managing customers and internal business units in providing high level operational support while servicing accounts with regards to Servicemember benefits and protections in relation to the Servicemember’s Civil Relief Act (SCRA)-Ensuring efficient and compliant day to day processes, acting as a liaison and single point of contact for our customers, internal departments, and external business partners. -Interfacing with Compliance, Legal, Risk and external Regulators-Navigating customers through all applicable aspects of SCRA with respect to customers’ relationship with the Bank-Ensuring communication, both verbal and written, are timely, and comprehensive-Leveraged the Department of Defense (DoD) website to confirm active duty tours-Pro-actively reach out to Servicemembers based on any review of internal materials or external systems to ensure expectations are met and protections are secured, including the possibility to provide maintenance to accounts where applicable -Subject matter expert to help drive operational compliance

-Managing projects towards basic Management Information Systems (MIS), responsive MIS, discovery analytics, predictive analytics and prescriptive analytics -Evaluating Third Party Vendor’s information security program effectiveness and challenged the effectiveness of third-party policy implementation based on evidence of process -Identifying under-performing areas in the supply chain and suggest improvements or resolutions to problems-Simplifying the controls implemented by third parties and assessed on defined policies to ensure that the inherent risk is captured -Identifying opportunities and arriving at effective business solutions in areas of inventory management, logistics, and cost reduction through the use of statistical tools and techniques-Acting both divisionally and cross-divisionally to review material risks and concerns, contributing to a consolidated picture of the business, gap analysis, and future threats-Bringing momentum to action plans to address risk and leverage findings and best practices

- Managing highly complex customer escalations on behalf of the Bank, Executive Leadership Group and Regulatory Agencies, Attorneys, Consumer Protection Agencies, and Congressional Offices in regards to the most sensitive and high visibility complaints including fraud, social media and Regulatory risk related issues -Investigating customer issues, challenging current policies and procedures, and providing a best-in- class Customer Experience as part of the complaint resolution process- Resolving and responding to customer complaints with formal, written correspondence. - Utilization of the customer care, complaints management system - Act as the liaison between the customer and business lines and communicate with internal and external partners to meet or exceed customer expectations- Maintaining a strong rapport within Risk/Compliance, Office of Fair Banking (OFB) and Legal counsel- Organizing and facilitating conference calls with multiple divisions. Negotiating with customers and business lines in order to create win/win scenarios for all parties involved and resolve complex complaints- Exceptional level of knowledge of company products and services- Providing maintenance to accounts where applicable - Training and coaching new colleagues and tracking their progress once they acquire a work load- Multiple months of top closer in the department, with over 300 closed cases per month.

- Collecting on debts owed to the bank from overdrawn checking accounts and overdraft lines of credit through problem resolution and various negotiation techniques- Analyzing and researching high-risk accounts to identify potential fraud issues and eliminate further risk to the bank- Directing focus groups across PDM to gather information and feedback to assist senior management in the development and implementation of a new incentive plan- Representing PDM as a Customer Experience Champion which helped to identify ways to improve the Customer Experience processes, policies, and standards in support of the Credo