• Led a cross-functional team of 8 members to implement technology adoption projects, developing strategic training plans for 500+ employees, achieving 95% proficiency within timelines.• Managed the full life cycle phases and sprints for the adoption of 10+ tech platforms in Agile/Scrum environments, optimizing end-user functionality, accessibility, and experience.• Directed 20+ project initiatives to create and maintain technical procedures and guides, reducing onboarding time and improving technical process application.• Developed comprehensive communication strategies for tech implementations and change management for 1,000+ employees, ensuring adoption and alignment with organizational goals.• Created and facilitated leadership development programs for 200+ leaders, enhancing their competency skills, and improving effectiveness by 50% as measured by post-training assessments.• Enhanced the Learning Management System (LMS) user experience by implementing innovative features, resulting in a 30% increase in engagement.

• Developed and implemented strategic plans using data-driven feedback to successfully onboard customers to self-serve online solutions, resulting in 80% annual customer adoption.• Leveraged analytics and technical strategies to drive a consistent 15-30% annual increase in loan production through targeted customer engagement and optimized processes.• Coached and developed a team of 12-20 employees to deliver tailored solutions and excellent customer service, boosting customer satisfaction ratings to over 96%.• Directed process improvement projects using stakeholder feedback to make data-driven decisions, resulting in increased productivity, improved staffing efficiency, and optimized workflows.• Managed and resolved escalated customer situations with empathy and effectiveness, ensuring conflict resolution and consistently maintaining high customer satisfaction.

• Coached team members and implemented performance development plans to deliver tailored financial solutions to customers, boosting annual customer satisfaction ratings to over 90%.• Partnered with cross-functional teams to identify gaps and propose solutions for the new account opening process, resulting in a more efficient onboarding process.• Investigated potential customer fraud and forgery through data analysis and security protocols, effectively resolving incidents to safeguard customer accounts and minimize organizational losses.

• Responsible for creating a positive image of the organization by delivering exceptional customer service and support. • Evaluated and responded to customer inquiries, providing tailored solutions and recommending products and services to enhance customer satisfaction and loyalty. • Performed transactions efficiently and accurately, maintaining the organization's reputation for reliability and trustworthiness. • Recognized for consistently exceeding performance targets and contributing to improved customer experience through personalized service and effective problem resolution.