Supported business owners by working with stakeholders to recommend solutions to business problems.• Reduced expenses by $500K by identifying and retiring an application that is no longer being used.• Assumed full responsibility for supporting another application and Call Report while a coworker was on medical leave.• Updated system settings and submitted vendor requests for system development efforts supporting new products and changes to existing products which met or exceeded deployment timelines.• Ensured back-office processes dependent on file transfers and reports are not impacted from system conversions by performing validations.• Identified opportunities to enhance existing processes and increase efficiency by 25%.• Led compliance and audit related matters.

Led various departmental initiatives exploring opportunities to increase productivity, enhance customer service, reduced cost, and boosted fee revenue.• Recovered over $360K due to over-billing and identification of defective hardware. • Led negotiation for service contract resulting in 4-year plan at 50% discount totaling $25K.• Implemented enterprise-wide application, ImageCentre, which expedited the processing of transactions, collection of funds and reduced risk associated with physical transportation of checks.• Increased productivity and security by implementing online access of Brinks iCash reports.• Tested and deployed the use of selective statement inserts to focus on various market segments.

Managed a staff of 18 comprising of four departments, Deposit Processing & Customer Service, Reconcilement, Legal & Research, and Exception Processing & Fraud Review.• Implemented the first check fraud detection system which reduced risk exposure.• Led successful audit with a satisfactory rating which is the highest rating available.

• Developed project plan to implement an enterprise-wide BCP Program for parent holding company and all its subsidiaries.• Created awareness program and successfully implemented the first enterprise-wide online training program that heighten employee awareness and complied with OCC requirements.• Developed Business Impact Analysis templates to document business processes, quantitative/qualitative metrics, interdependencies, resources, critical times, and vital records needed by business lines to resume operation that complied with OCC requirements.• Reengineered RecoveryPlanner (RP), a data warehouse, to accurately reflect the hierarchy structure and lead the system conversion from RP4 to RPX.

• Oversee all departmental functions for two departments, Legal Processing (9 functions) and Account Reconcilement (over 1,000 internal and corresponding bank accounts).• Reduced risk exposure for late reporting of unclaimed property from over $3 million in penalty to only $2,000 that involved over 600 COD/IRA accounts with combined balance of over $30 million.• Lead vendor initiative to develop, implement, and train staff on a new application to track future escheatment of COD\IRA accounts and completed project on time and within budget.• Centralized banking office functions for the monthly review of Regulation D and the daily processing of levies from three government agencies by building consensus with all parties involved; thus, increased operational efficiency, reduced risk exposure, and increased compliance for regulatory requirements.• Reduced expenses by over $100,000 by streamlining procedures and eliminating redundancies.

• Oversee all departmental functions for three of the four regions, East Bay, North Bay, and San Jose with 30 staff members.• Reduced annual expenses by over $900,000 by consolidating internal courier routes, renegotiated external courier service and vehicle pricing, and identified discount/rebate programs.• Reduced risk exposures and ensured compliance by implementing over 1,000 Courier Client Agreements.• Initiated the development and implemented procedures to establish internal control for the tracking of all company issued properties; thus, reduced risk exposures.

• Managed the day-to-day sales and operations goals for branch with over $96 million in deposits.• Exceeded all operations and sales goal within three months.• Improved audit awareness and received the highest level of audit review by providing training, enforcing procedures, and monitoring adherence to regulatory requirements.

• Manage the daily product support for “My Bank of America” (MBOA) which is an account aggregation product with over 250,000 clients.• Developed and implemented management reports that tracked the success of MBOA.• Managed vendor relationships, deliverables and monitored service levels.

• Working in a cross-functional team, represented the bankofamerica.com division on the Privacy Business Advisory Team to develop privacy guidelines that addressed regulatory requirements for Web development, online privacy disclosures, and online privacy practices.• Identified impacted line of businesses, assisted with implementation, monitored compliance, and communicated results to senior management.

• Developed and implemented the first electronic wallet offered by any financial institution that enhanced consumer shopping experience on the Internet.• Grew customer base for Bank of America’s eWallet to over 300,000 users within one year.• Performed gap analysis between vendors and retailers offerings to the bank’s eWallet needs.• Collaborated with both internal lines of business and external vendor throughout the development process.• Designed and created HTML user interfaces for consumers and Customer Service Representatives.• Developed test scripts and conducted UAT for all phases of the eWallet.

• Managed and implemented the Deposit System Migration (DSM) Project to transition 4,000 relationships consisting of 20,000 accounts from Continental Bank to BofA’s national platform.• Developed and facilitated training to establish hierarchy and billing for client relationships.• Assisted Operations with automating several manual processes which resulted in increased efficiency.

• Managed a staff of 12 employees overseeing enterprise-wide Account Analysis Applications.• Consolidated three billing systems from Wholesale, Middle Market, and Retail Banking Divisions totaling over $20 million in receivables by collaborating with IT, Project Management, and Oracle on the development and implementation of the Account Analysis Receivables System which streamlined management reporting, improved fee collections and tracked fee waivers.• Increased annual revenue by $800,000 through the identification and subsequent implementation of fees for services previously provided to business clients but not charged.

• Served as Subject Matter Expert to Retail Banking Division on Account Analysis and US Savings Bonds.• Identified and developed solutions to business objectives.• Consolidated two Account Analysis Systems into one system resulting in annual savings of $200,000.• Initiated discussion with the US Treasury Department to centralize the purchase and redemption of US Savings Bond.

• Lead conversion-related activities for assigned banking centers for the merger between Security Pacific National Bank and Bank of America.• Provided management updates on all conversion related activities.• Completed several enterprise-wide projects such as new Customer Service Telephone Kiosks, Online Teller Training Applications, and Centralized Cash Balancing.

• Held various positions within Retail Banking in both Operations and Sales as Customer Service Representative, Utility, Operations Manager, Loan Officer, New Accounts Manager, Preferred Banker and Branch Manager.