• Led overall Ally Invest Customer Care and Experience department which serves clients through multiple channels – e-mail, chat, and phones. • Spearheaded a strategy to Integrate service operations across banking and invest which created better experiences for customers through needs based consultation focused on solutions.• Successfully scaled Customer Service operations which included re-building support from the ground up. This included Learning & Development, Workforce Management, Telephony System migration, Knowledge Management, and Process Management. • Responsible for implementing operational changes which facilitated more effective communication, collaboration, and support within and across business lines. • Developed and led a cross functional project to increase size and scale of Customer Service through establishment of a nationwide remote workforce resulting in a 200%+ increase in headcount. • Implemented a system of LEAN huddles, coaching, and problem solving to address gaps in our client service offering which drove efficiency and effectiveness. • Brought those closest to the action closer to decision making inputs which allowed for faster resolutions to issues and increased client satisfaction.

• Led dept. programs for Leadership Development, Associate Pathways, Knowledge Management, and Measurement & Evaluation of learning programs • Strategically aligned with Investor Services leadership to address needs to re-establish coaching culture through series of training courses which contributed to 15% increase in retail client advocacy. • Instituted significant change management effort with business partners to ensure established process for sustainment of coaching model through process confirmations. • Implemented reorganization of department to ensure clearly defined lines of work which managers and specialists were delivering against. • Successfully delivered upon stakeholder goals by launching training for Client Experience, DISC, Pathway Programs, Prospective Manager Development Program, and Leadership Development Courses. • Recipient of multiple President's Club awards for leading change management effort with coaching and leadership development endeavors.

• Led service department for Managed Portfolio products • Instrumental in driving transformative cultural change in department which led to significant Associate Engagement score increases in 17 out of 17 categories. • Delivered record client experience results with QOQ increases in 7 straight quarters accounting for 27% increase in client satisfaction. • Designed and launched support models for new managed portfolio product offerings which helped contribute to $1.8B in assets under management. • Effectively scaled operations by shifting functions to Clearing & Middle Office which led to a 24 hour decrease in portfolio investment after funding which led to 1.5M hours of client wait time savings annually.

• Led support for four lines of business: Resource Desk, Office of the President, Associate Account Services, and Stock Plan Services. • Transformed business through implementation of Ownership & Follow-Up Tracker along with regionalized model which yielded better support of clients, branch partners, and executives. • Championed broader chat usage and engagement which resulted in ~600% increase of incoming contact volume and ~$3M in expense savings through reduction in needed FTE. • Increased internal client satisfaction scores YOY for last 3 years which resulted in (5) Excellence in Service awards for department. • Collaborated in development and implementation of Resource Usage metric in Investor Services which measures internal departmental usage and associate independence.

• Led a diverse dept. responsible for client service, tech support, and a workshop sales team. • Implemented business lead referral process to Service teams which resulted in ~$500,000 in additional annual revenue. • Identified expense risk in business plan of Dual Registered Workshop Team which led to reduction in workforce and resulted in ~$1mm expense reduction. • Worked closely with Investor Services leadership in roll out of Education Lead referral process.