FINRA oversees and enforces rules governing the activities of its member firms and their associated persons to protect investors and maintain market integrity. As a senior product manager, I reshaped external customer experiences to enable greater efficiency in onboarding processes for our member firms.

Client Relationship Manager | Program Strategy | Feature DevelopmentNava is a public benefit corporation set on reimagining how government serves the public through digital innovation. As a consultant and product leader, I developed program strategy and delivered innovative features in support of our clients' goals.

Experience Design | Customer Research | Program ManagementManaged the digital transformation of customer and banker user experiences across channels and four program areas in the Payments, Virtual Solutions and Innovation space. Led customer and banker research, journey mapping, product design, the identification of capabilities, KPIs, and cross-functional collaboration with architecture and technology to move the bodies of work into implementation.

Product Design | Strategy | Program ManagementResearched and developed a digital strategy for commercial credit cards in the North American large market space, and evangelized it to prospective clients nationwide. Collaborated with international partners to redesign offers and add-on features for corporate travel and purchase cards. And, served as Product Manager for a multi-billion dollar federal card program which involved supporting sales and marketing campaigns for new business, the onboarding process of acquired agencies, oversight of training materials, and the development of a customer education plan.

Research | Relationship Management | EducationImproved user experiences for 20 customer agencies through relationship management, user interviews, user activity analysis, creation and dissemination of marketing and communication materials, customer training, and the creation of service solution bundles, all of which drove utilization and grew a pipeline of over $5MM in sales opportunities for services offered by the agency.

Research | Design | EducationDesigned the layout and content for a new template in an internal tracking application used by the agency nationwide. Performed interviews and usability testing to ensure that the language, layout, and functionality were user-centric and would lead to an increase in productivity. Collaborated with partners in operations, technology, and engineering to bring the wireframes to life, and led the implementation of the new template. Gave technical trainings for the new tool via remote and in-person sessions for employees nationwide. Wrote and published a technical guide to enhance usability.

Content Design | Editing | StrategyOversaw the operation and publications of the Congressional Correspondence Unit as a senior editor, updated the agency’s style guide in accordance with new policies, and ensured adherence to the established style standards. Developed communication strategies for other departments within the agency which included an internal campaign for an agency-wide change management initiative. The products of the campaign were: intranet content creation and organization design; survey development; executive speeches and talking points; executive speech coaching workshops; content writing for brochures; FAQs; event planning and scripting services; social media management and content design; and employee engagement workshops.

Research | Synthesis | CommunicationManaged a fleet credit card product and served as the program’s spokesperson for federal agencies nationwide and abroad. Performed evaluative research (field studies, user interviews, and market studies) to redesign and optimize the card product from a cost and customer experience perspective, which resulted in a $1MM annual cost reduction for the government. Developed marketing and communication materials to evangelize the new solution, trained employees on the new product offering, and served as Executive Speechwriter to the Commissioner of the agency.

Green Lifestyles Network (GLN) uses its website, blogs, social media sites, podcasts, monthly ecoFilm Salons, Green Carpet events, web based Green Lifestyle TV, and monthly newsletter, to create a new vision for all media by inspiring, educating, and challenging everyone to be more sustainable and mindful.*Directed workload priorities and supervised media contributions from a team of six volunteers and one intern for the Green Lifestyles group, encompassing social media management, press releases, database upkeep, community engagement, and promotion of eco-friendly products.*Implemented and analyzed website performance metrics using Google Analytics to gauge effectiveness and optimize user experience.*Conducted research to identify suitable venues for Green Carpet events and ecoFashion trunk shows across the greater Los Angeles area.*Represented GLN's marketing initiatives as a Board Member, actively contributing to weekly conference calls and collaborative brainstorming sessions.*Ensured consistent and engaging social media presence through regular post maintenance and interaction.

A subsidiary of Monster.com, the program recruited the best and brightest students in their sophomore and junior year of college for weekend job fairs and training sessions, staged each June and July at universities around the country. During the summer of 2005, I worked as an Event Planner at 3 universities in Illinois, Texas, and Maryland.*Coordinated keynote and guest speakers, including local personalities and Members of Congress, for their informational sessions and media interviews, ensuring seamless preparation and execution.*Collaborated with the logistics team to manage the weekend schedule of events, proactively implementing last-minute changes to enhance event flow and attendee experience.*Supported the Senior Client Manager in organizing informational sessions, facilitating sponsor companies' recruitment efforts to attract top talent for future employment opportunities among students.

A subsidiary of Monster.com, the program recruited the best and brightest students in their sophomore and junior year of college for weekend job fairs and training sessions, staged each June and July at universities around the country. During the summer of 2004, I worked as a Career Counselor at 2 universities, in Georgia and California.* Mentored and guided five student groups nationwide, providing personalized job coaching, public speaking guidance, leadership seminars, and resume building workshops.*Provided ongoing career counseling and peer mentorship to students post-diversity weekends, ensuring their smooth transition into the workforce and offering continued support as they progressed toward graduation.