Client Service OfficerResponsible for retaining and growing a dedicated portfolio of clients, acting as the escalation point for service issues and the overall level of service to clients. Provide proactive service engagement with customers, look for opportunities to improve service efficiency as well as respond to complex queries. Conduct regular client reviews from a service delivery perspective and provide detailed, timely and up to date information on client relationships, highlighting issues as appropriate. Ensure the effective implementation of ongoing service improvement initiatives in response to clients’ needs, while supporting the achievement of the Banks/function's objectives.

Team Leader, Client Service, International Cash Management: • Liaise with Sales, Relationship Bankers, Product Management, Implementation Management and various stakeholders during the onboarding process for all cash management products. • Responsible for an elite base of North Americas Corporate and FI clients to negotiate pricing, manage global onboarding and maintain ongoing relationship. • Oversee single point of contact structure ensuring overall quality, timeliness and resolution for all aspects of client service with end to end ownership. • Consult with clients on international cash management including; Foreign Exchange, Electronic Payments and Collections, Sweeps, Liquidity Management and Reporting for the Americas, Europe and Asia. • Perform service calls with key clients and strategize with business development on loyalty building initiatives. • Employ LEAN methodology to develop and implement Standard Operating Procedures while coordinating with global teams. • February 2015 – December 2016, manage the RBS wind down of the International Cash Management business focusing on client exit strategy, account closing and account receivables while ensuring we follow Treating Customers Fairly principles.

Team Leader, Client Service Billing, International Cash Management: • Build and manage team of international billing specialists; encouraging personal development, team collaboration and continuing process improvement. • Manage the invoice process for an Oracle based proprietary system to ensure accuracy, delivery and collection for North America clients with global annual revenue of EUR50M across billing systems in 48 countries. • Reduced the amount of invoice revenue outstanding from 25% to 3% with a reduction in average days outstanding from 180 to 60. • Deliver profitability reporting that provides information on invoice revenue, outstanding payment and collection efforts. • Provide annual billing budget information: monitoring adjustments; identifying variances and implementing corrective actions when necessary.

Team Leader, Client Service, International Cash Management: • Manage a portfolio of top revenue Corporate and FI clients, providing first-line service and support. • Handle payments/collections, account services and electronic banking products client queries. • Responsible for quality of the data management systems for the Americas Client Service organization. These systems act as the solution base and knowledge content for all client issues. • Provide on-site training for the Americas Client Service teams. • Manage the annual budget of over 80 employees for the Americas Client Service organization. • Design internal Service Level Agreements to improve client satisfaction. • Coordinate and create action plans on client satisfaction initiatives and surveys.

Senior Internal Auditor - European American Bank (ABN AMRO Bank):• Conduct risk assessment of assigned department or functional area in established/required timeline. • Establish risk-based audit programs. • Determine scope of review in conjunction with the Audit Manager. • Review the suitability of internal control design. • Determine compliance with policies and procedures.

Internal Staff Auditor

Internal Staff Auditor