• Drive insights to actions by performing qualitative and quantitative complaint analysis for assigned business units, and partnering with Business Unit Senior Management, Data Analytics, Function and Process Owners, Compliance, Risk, and other Client Advocacy groups to identify trends and themes from client problem data• Define recommendations for additional business reviews that may be used to define root cause and/or business process, procedure or client communication enhancements• Support Client Advocacy both directly as a Relationship Manager, as well as provide support, coordination, and guidance to other Client Advocacy Analytics Relationship Managers (CAARM)• Provide support for advanced and more complex areas such as Business Unit, Compliance, Legal, and Regulatory exam requests• Mentor other CAARM teammates in support of meeting standards in analysis, documentation, reporting, and presentations• Provide the Program Manager feedback that supports the growth and development of CAARM teammates, in addition to providing individual support of targeted business units and designated senior-level responsibilities• Accountable for individual contributor responsibilities, as well as senior-level responsibilities that support the broader needs of Client Advocacy and the CAARM team

• Responsible for collecting, aggregating, reporting, and analyzing client problem data from various sources within expected timeframes• Identify, highlight, and communicate client problems to Client Advocacy teammates/leadership and business units for future problem avoidance• Partner with other Business Unit Senior Management, Data Analytics, Function and Process Owners, Compliance, Risk, and other Client Resolution groups to identify trends and themes from client problem data and define recommendations for additional business reviews that may be used to define root cause and/or business process, procedure or client communication enhancements• Responsible for documenting the business responses to complaint themes and drivers and incorporating those into client complaint reporting• Represent the Client Advocacy team as a change agent when necessary. This may include, when appropriate, advising teammates of the larger mission of Truist's Mission and Values and support efforts to include timely Client centric remediation, risk reduction, and long-term root cause resolution with the establishment of appropriate controls• Maintain a concentrated effort and expertise in several functional areas and must be versed in related impacts for assigned Business Units• Remain familiar with standard concepts, practices, procedures, and systems within the assigned functional areas to identify related processes which differ in such a manner to cause the client's experience to be inconsistent or less than satisfactory

• Promote a positive public image in the community and instill the Purpose, Mission, and Values in the team and in support of the Truist culture.• Drive the Business Development of the branch to deliver both strong team performance through personal productivity, in the areas of Truist strategy including but not limited to Small Business, Mass Affluent, @Work Financial Wellness, and Integrated Relationship Management (IRM) partnership.• Drive branch revenue through Small Business development and new client strategies. Prioritize growth of Small Business expertise through branch routines of face-to-face appointments with clients, outbound calling, and prospecting as well as the growth of the Mass Affluent segment.• Active in making Human Capital decisions including interviewing, selection, hiring, workforce scheduling, development planning, annual performance reviews, ratings, and performance counseling including administering disciplinary actions for all branch teammates.• Responsible for successfully executing on the Branch Engagement Routines by leading, growing, coaching, and motivating teammates to full the Purpose, Mission, and Values for our client’s financial success and team empowerment.

• Ensured a consistent optimal customer experience by sharing responsibility greeting customers and processing transactions to ensure customers bank when, where, and how they want.• Conducted outside sales efforts commensurate with market opportunity to generate new business clients, while also maintaining and expanding existing customer and business banking relationships.• Educated associates, customers, and surrounding community about best practices to achieve and maintain financial wellness in addition to emerging bank technology and digital solutions such as mobile, online, and ATM offerings, all designed to make banking easier.• Led branch team of associates responsible for impacting new revenue generation through identifying customer needs and providing appropriate guidance and perspective about Regions solutions.• Coached and developed branch associates through execution of Regions’ sales, service, and coaching process.• Adhered to all business transactions and practices within span of control, ensuring compliance with all regulations, bank policies, procedures, and internal audit requirements.• Resolved escalated customer and associate issues and provided counseling to associates as needed with some guidance and direction from human resources.• Managed recruiting and selection process for the branch.• Maintained relationships with line of business partners who assist customers when more complex financial needs are discovered to ensure that customers were presented with a holistic relationship.

• Strategized with Haimark stakeholders to develop both short and long term organizational goals, and improving upon current placement in the marketplace.• Secured and maintained key partnerships with more than 75 blue-chip international Tour Operator partners.• Traveled throughout Southeast Asia and India with key client contacts to collaboratively establish, contract and promote luxury travel programs.• Structured and managed complete launch and maintenance of legacy reservation system (RESCO).• Established and managed fleet deployment based on current and projected sales.• Responsible for assembly and execution of all client contracting (2014: $90M).• Established, trained, and developed U.S.-based reservations team and operational procedures to effectively service consumer and travel trade markets.• Created and maintained an effective channel of communication between our sales team, administrative operations team, on-site operations team, and key clients.

• Through key corporate initiatives, became an active member of the Chinese Students and Scholars Association at the University of Illinois at Urbana-Champaign, participating in and sponsoring events to promote a successful portfolio of student money management solutions.• Established over 650 student banking relationships during the months of August and September, exceeding our goal of 300 for the second half of 2012.• Fully responsible for management of branch specific P&L performance, ranking in the top 5 in the Bloomington, Champaign & Decatur region in 2012.• Led and fostered the development of 8 direct reports.• Ensured complete adherence to established corporate mandated customer service and audit benchmarks.

• Active member of the Old Town and West Loop Chamber of Commerce.• Led and fostered the development of 9 direct reports.• Regularly scheduled and presented student banking presentations at the University of Illinois at Chicago.• Was awarded the Operational Excellence award for scoring 93% on our control review in 2011.• Led the implementation of sterner Fraud Protection Practices for our Business Banking sector within our market.