Head of Wells Fargo's Growth and Specialty Segments organization with team members across 12 domestic and 1 offshore location. Major lines of business include Chat, Small Business Bank, Affluent, High Net Worth, and Ultra High Net Worth Servicing, Global Remittance Services, CD IRA Services, and Misc. Back Office Operations. ​Responsible for capability management including customer service deliverables, maintenance of operational requirements and the development of future capabilities.

Serve as a key member of the executive leadership team directly accountable for spearheading organizational transformations, multi-site operations, customer experience, and propelling operational efficiencies. Additionally, enhanced employee and customer experience and foster a diverse, equitable, and inclusive culture.➥ Direct a workforce comprised of ~2K global employees across locations in Texas and the Philippines inspiring a best-in-class customer and employee experience while driving performance and operational efficiencies.

Senior executive leader and advocate for a team of 800+ Banking Professionals. Additionally, propelled operational excellence by transforming operational processes concentrating on the enterprise purpose, management practices, and professional development.➥ Led all contact center operations, policies, procedures, and operating structure while attaining 160% in sales performance and 120% to plan in customer experience NPS metrics. Had strategic multi-site ownership over all bilingual (Spanish Teams) in U.S.➥ Established the channel's Accelerated Governance Framework enhancing Compliance & Business Controls for U.S. by and improved results by ~30%.➥ Impact change through the Transformation Advisory, Customer Experience, and Employee Experience Councils. National Chair of Latinos in Leadership, member of Women in Leadership, and Minorities in Leadership Business Resource Groups.

Directed care member worldwide campaigns employing a customer-centric approach while concentrating on non-English customers and developing brand experience. ➥ Spearheaded the language control policy for non-English and Spanish support customers.➥ Drove control, quality, and speed-to-market process improvement strategies for diverse card products.

Successfully functioned in an executive role focusing on process improvements while identifying operational and reputational risks.➥ Led the voice of the customer feedback to identify and manage emerging and reputational risks while enhancing the Customer Experience.➥ Propelled exceptional Customer Experience by enhancing operational effectiveness from Bank Complaint feedback through process improvements by accurately identifying, measuring, and tracking true Customer sentiment and developing strategic roadmaps that met and exceeded regulatory requirements.➥ Mitigate risk while improving controls, policies, procedures, and operational efficiencies relating to reputational challenges in all our consumer-facing activities for the Consumer Bank, Mortgage, Card, Auto Finance, Merchant Services, Branch, and Call Centers.➥ Develop action plans and develop actionable executive level analysis to improve the Customer Experience and reduce emerging risks by monitoring all distribution channels (Regulatory, Executive Office, Social Media, Surveys, Call Center, Branch Interactions) for ~3M complaints annually.➥ Led root cause analysis work to determine process gaps, enhance the digital experience of Customers, and develop action plans to foster best in class service.➥ Lead digital transformation efforts in Consumer Practices to analyze & enhance the Digital adoption & Multi-Product experience for our Customers.

Responsible for strategy, risk management and agency products and operations of 700+ credit counseling vendors emphasizing customer and shareholder results. Effectively plan, manage, and execute expense budget for the Credit Counseling Industry of ~$45MM annually. Managed a 900K account ($1.2B) portfolio for Vendors making ~$65-$70MM in monthly payments. ➥ Led efforts to maximize early stage collection processes for all internal credit card products. Manage, influence, and guide strategy efforts to drive results of front-line employees across various contact centers in the U.S., Mumbai, and Manila. ➥ Efficiently coordinated multiple projects which include moderate to complex design, analysis, and evaluation of strategies which support an on-going effort to seek creative and proactive solutions. Strong focus on operational efficiencies, process optimization, and performance metrics.

Responsible for the oversight, direction, and operations management of the Financial Education initiatives and community development outreach programs. Support initiatives to improve recovery efforts for Customers in early stage collections. ➥ Manage of all Agency grants. Direct team of 4 Outreach Program Directors with responsibilities of expanding financial literacy nationally. Lead community affairs and philanthropic programs as well as the business development initiatives for the Agency and Foundation.➥ Act as the face of the organization in interviews with Fox Business, CreditCards.com, AARP, and others. Responsible for financial literacy initiatives with banks/credit unions, gov agencies, and community organizations. ➥ Manage Bankruptcy counseling division of ~$11MM in annual revenues and 90 employees by developing relationships with attorneys nationwide in support of more than 27,000 monthly financial counseling sessions➥ Responsible for expanding the Housing Counseling business unit while managing and building relationships with Freddie Mac, Fannie Mae, HUD, and others to fulfill Agency mission. Maintain and develop relationships with Top 10 banks in support of corporate goals of more than ~$20MM in annual revenues.

Led effective team in all aspects of Project Management, Business Development, and Creative Initiatives for organization.➥ Implemented new accreditation resulting in $1.1MM in increased annual revenues due to improved credit risk➥ Negotiated and managed contracts with Equifax, Experian, and other strategic vendors for the Agency➥ Managed Creative Services Dept. dealing with financial education sent to 80,000 clients and 500,000 non-clients ➥ Streamlined processes for Creative and Education Depts. translating into savings of more than $826,000 per yr.➥ Implemented e-statements with an adaptation rate of ~31% w/in the first month. Equated to $238K annum savings➥ Developed relationships with major community, professional affiliations, and creditor partners in support of improving financial capability initiatives. Also managed efforts to maintain the $18MM in revenues from partners

Managed critical projects dealing with company revenues and/or regulatory compliance pertaining to software development and enhanced the CMS to improve Call Center efficiencies. Developed the GUI design for Agency’s legacy software. This included implementation of simultaneous logistical regression scoring models that improved client retention, company revenues, and reduced total talk time by ~75% due to automation.