Held position during 9 month rotation as part of Navy Federal Executive Leadership Program. Responsible for program management of fund services operations and analytical teams that oversee wires, cashier’s checks, ACH Origination and Western Union relationship. Plan, direct, and oversee the operational and analytical functions of the Funds Services branch that are responsible for management of wires, ACH Origination, cashier’s checks and Western Unions. Collaborate with internal and external stakeholders to ensure compliance with regulations and standards related to products. Served as strategic advisor to SVP and EVP, Savings & Membership Department related to payment products.

Plan, direct, and oversee the functions of the Strategic Planning and Forecasting and branch that are responsible for providing recommendations as it relates to the optimization of long term staffing and space planning efforts for a 3,500+ agent Contact Center. The team is responsible for managing the models and methodology necessary for calculating Contact Center staffing and budget requirements for nine different staffing campaigns and over 40 unique skills. Also responsible for coordinating with Contact Center leaders as well as back office counter parts to review, forecast and recommend action plans to handle new promotions, product changes/enhancements, and/or environmental changes that impact long term Contact Center performance. This position serves as strategic advisor to senior and executive management. This role provides oversight in four areas that include forecasting, staffing requirements, space planning and performs operational analysis to ensure that the responsibilities have been met.

Planned, directed, and oversaw the functions of the Workforce Management branch and team responsible for optimizing the resources and staffing for a large, complex, multi-location, 24/7 Contact Center. Provided oversight of scheduling practices and methodologies to meet established Service Level goals for nine different staffing campaigns and over 40 unique skills. Was responsible for the implementation and execution of tasks related to the scheduling of MSRs including tactical forecasts, real time performance reporting, scheduling of training, leave management, and event scheduling. Also served as liaison and consultant to Operational leaders providing guidance and recommendations to meet both operational and service goals. Monitored and analyzed call volume, call patterns and traffic flow, and takes action to manage staffing and service levels as well as ensured scheduling software and technology was leveraged effectively to meet performance scheduling objectives.

Oversee 40+ person contact center branch responsible for troubleshooting Member issues with Navy Federal electronic services, such as mobile banking, online banking, web bill pay, phishing and e-deposits. Also oversee the strategic direction and operations of Navy Federal online chat and eMessaging.

Lead Project Manager for a 1,600+ agent contact center and responsible for leading highly visible, complex projects created by or assigned to CCO. Major Projects included:o Online Chat – Lead cross divisional team of over 100 people for implementation of chat application on navyfederal.org.o Contact Center Restructure – Lead CCO organizational restructure of over 1,600 employees at three locations. o VRU Redesign – Lead redesign of Navy Federal automated phone system, which services over 40 million calls a year

Oversaw the day-to-day operations of the Events division, including six to ten full-time staff, for the production of three to five events a year, attendance ranging from 5,000 to 75,000 people. Responsible for operating plans, budget creation & management (ranging from $500,000 to $4,000,000), ticket operations & sales, event marketing, vendor & venue contract negotiation, volunteer recruitment, sponsorship implementation and event day activities. Liaison to governing bodies (i.e. ATP, USTA), National Park Service, venue staff, vendors, hotel partners, university administrators and sponsors. Events included Legg Mason Tennis Classic (ATP), AVP Louisville Open, Hall of Fame Showcase (college basketball), and several fundraising events.

Responsible for development and production of Prince George's Classic Weekend, a celebration of historically black college/universities, including a Welcome Reception, Battle of the Bands, Fashion Show, and college fair, culminating in a college football game at FedEx Field. Oversaw the day-to-day operations of the event,management of $5 million budget, and liaison to all facilities, vendors and sponsors. Developed strategic plan for branding, marketing, ticketing and execution of the weekend.

2004 FedEx Orange Bowl - Florida State v. Miami2005 FedEx Orange Bowl/National Championship - USC v. Oklahoma2006 FedEx Orange Bowl - Penn State v. Florida StateOversaw $50 million budget related to game operations for both FedEx Orange Bowl and Orange Bowl Basketball Classic. Coordinated plans with stadiums, vendors, ESPN, ABC, airports and hotels. Managed event and team operations, including game day ops, security and escort plans with FBI and local law enforcement, scheduling team practices, and transportation plan for teams, limo service and courtesy cars.

Primary-underwriter of commercial lending group with 120 clients and $370,000,000 in assets. Structured and priced senior debt packages, negotiated legal documents, ensured credit quality, and successfully completed Bank of America Credit and Risk Training