• Program Manager of Mystery Shopping Assessment, responsible for Branch On-site and Off-site Assurance Reviews ♦ Mitigated compliance risks, identified gaps and remedial actions ♦ Explored AI solutions to streamline assurance workflow

• Project Manager of Customer Satisfaction Survey Program ♦ Developed text analytic and classification models ♦ Drew customer insights, trend analysis and process improvement from data ♦ Vendor management, expense control, procurement process and outsourcing review• Champion of Complaint Analytic and Reporting ♦ Developed Tableau dashboards for trend analysis ♦ Streamlined and automated data processing and reporting with SAS (SQL) and Python

• Champion of Customer Engagement Platform ♦ Conducted business analysis to define user requirements, customer journey and strategy ♦ Worked with IT for API and integration with other platforms• Responsible for Event Triggered Campaign ♦ Developed campaign initiatives and result tracking ♦ Campaign management by Eloqua

• Champion of Complaint Governance Framework ♦ Developed MS Access database and Power Query to structuralize data reporting ♦ Automated surveillance tracking ♦ Policy development ♦ Improvement actions • Project Manager of Customer Satisfaction Survey Digitization and Complaint Platform Enhancement Projects ♦ Defined phases of development and user requirements ♦ Conducted UAT and production testing