• Advanced knowledge/understanding of applications (Hogan, CACS, Hogan, eCar, ECIP, Microsoft Office suite, SharePoint, Jira, Change Management, Enterprise Confluence) • At primary role, managing a team of highly motivated individuals, ensuring high levels of customer satisfaction through effective coaching, and providing feedback to meet business standards/targets, train and develop staff to enhance their skillset. At times working with employees that required guidance to meet standards. Collaborate with peers and upper management to implement changes and strategies, staff services Overdraft Collections.• In multiple projects/instances, facilitated new hire material and business specific metric training for multiple employees and leaders in classes across multiple sites and functions.• Partner with cross functional teams as well as upper management to develop action plan and implemented action plan to address compliance/risk concerns around ACI Speedpay errors.• Have validated Controls and actively worked alongside IT&V teams and business partners as part of ongoing project, partnering with leaders and business partners to perform Comprehensive Reviews of procedures and letters (Change Management, Specialty Services, Servicing, BIM, Kanban Team, Technology, QA) leading multiple efforts including research, collaborating, presenting and working alongside implementation teams to execute on procedure updates and procedure writing partnering with Compliance, Legal an Control as needed, managing and mitigating operational risk independently identifying gaps and presenting resolutions to key business partners.• Worked closely with CCS partners to develop initiatives including engagement repository for leaders to leverage to increase engagement amongst staff. • Well established SME and point of contact for multiple business partners (QMT, OET, etc.)

• Demonstrated great verbal, written and interpersonal communication skills by effectively developing and leading training sessions across multiple functional teams. • Reviewed existing processes and procedures to develop materials used for training and managing performance expectations. • Managed, developed and coached agents servicing customers across a wide array of products, influencing employees, guiding them to meet department standards.

• As manager, led a team of leaders to meet company standards of sales to achieve, local, regional and company wide sales, margin targets. • Partner with Buyers from across the organization to match sales data, projections to identify growth opportunities to introduce products to sales force to increase profits.• Conduct and lead training and meetings to develop leaders and front line staff to increase efficiencies. • As front line manager in a previous role, led team of front line sales staff to meet store standards, coach, guide and help develop skills to increase productivity. • Manage day to day operations, including, staffing, hiring, training, etc.