Design and simplify processes for small businesses/non-profits to increase revenue and improve customer experience.

Led five project managers focused on operations optimization, improving customer experience, and mitigating risk. Managed all banking center processes, including 700 procedures and 200 documents/forms/guides. Ensured federal regulation compliance via collaboration with Anti-Money Laundering (AML), Compliance, and Legal.Primary respondent to audit and regulatory requests, including FRB and CFPB.Managed high-profile national Economic Impact Payment program, ensuring full access to… Show more Led five project managers focused on operations optimization, improving customer experience, and mitigating risk. Managed all banking center processes, including 700 procedures and 200 documents/forms/guides. Ensured federal regulation compliance via collaboration with Anti-Money Laundering (AML), Compliance, and Legal.Primary respondent to audit and regulatory requests, including FRB and CFPB.Managed high-profile national Economic Impact Payment program, ensuring full access to Federal stimulus checks and advance child tax credits on overdrawn accounts. Coordinated eight departments, reviewed almost 600K accounts, and deferred $2MM.Initiated and implemented process structure for centralized area that annually processes 10K+ requests. Show less

Lead team in making CD/IRA process compliant with federal regulations. Coordinated four teams responsible for identification, scanning, data entry, and storage of 180K records. Implemented technology improvements, process updates, and tracking systems. Developed detailed customer call scripts and instructions for 400+ banking centers to ensure customer satisfaction.Reduced customer wait time 33% and generated 500 labor hours/year by implementing increased wire transfer approval… Show more Lead team in making CD/IRA process compliant with federal regulations. Coordinated four teams responsible for identification, scanning, data entry, and storage of 180K records. Implemented technology improvements, process updates, and tracking systems. Developed detailed customer call scripts and instructions for 400+ banking centers to ensure customer satisfaction.Reduced customer wait time 33% and generated 500 labor hours/year by implementing increased wire transfer approval authority for banking centers without additional losses. Achieved over $800K/year and 4,250 hours/year savings and reduced error rates by 50% through processing centralization and converting paper CD/IRA forms to electronic versions. Managed all aspects of rollout, including user training and coordination with processing area. Show less

Implemented and led hardware and software vendor meetings to ensure Service Level Agreement compliance, timely reporting, efficient product transition, and joint development of annual vendor goals.Processed over 200 requests monthly with a 99.5% order accuracy rate. Managed orders and workload balance from approval through delivery and provided detailed updates to end users and IT.

Streamlined sourcing as the lead negotiator for a master agreement with a large, publicly traded software vendor for $1.5 million in products and consulting services for 100 users in four departments. Achieved $500K annual savings by successfully managing all aspects of a multi-department, three-commodity, $9 million/year spend sourcing project, including project planning, spend analysis, RFP development, vendor proposal review, recommendations to senior management, contract… Show more Streamlined sourcing as the lead negotiator for a master agreement with a large, publicly traded software vendor for $1.5 million in products and consulting services for 100 users in four departments. Achieved $500K annual savings by successfully managing all aspects of a multi-department, three-commodity, $9 million/year spend sourcing project, including project planning, spend analysis, RFP development, vendor proposal review, recommendations to senior management, contract development, and leading negotiation sessions. Show less