Responsible for large, complex projects for a complete line of business (approximately 1500 FTE) that is regional, national, & international in scope. Recommends policy and procedural changes. Develops measurement criteria and project plans including cost and resource estimates. Consults with senior management in evaluating current methods and developing strategies to implement changes and improvements brought about by the project.

* Usage of NICE/InContact telephony system to manage multiple queues and skills • Participation in Vonage telephony transition project & Verint Monet set up and transition• Set up of agent access to Vonage platform• Real-time monitoring of volume, trends• Responsible for loading sales leads into dialer and ensuring any missed leads are reloaded• Responsible for abandon rate and interval feedback to executives daily

• Organizational ownership and integration for administration, set up, & access levels (risk mitigation) of WFM & Noble (Alvaria) systems (telephony) pre- and post- install • Partnered with IT and telephony vendor to refine existing WFM and telephony processes • Implemented agent scorecard for site which helped improve overall quantitative results and evaluate performance • Manage schedules of BPO as well as local agents & real-time monitoring of all schedules/adherence • Continuous improvement in key metrics in 2020 • Coaching of supervisors and senior advisors on performance metrics and best practices • Participated in hiring and interviewing of candidates • Established test scripts to ensure regular maintenance as well as upgrades roll out as intended • New WFM vendor vetted • Produce monthly business review presentation of KPI’s (SL, AHT, ASA, etc.) for Executive Leadership • Managed project to automate KPI’s/scorecard into SAS • Trained and certified in Noble (Alvaria) Systems for call center • Participation in Noble (Alvaria) telephony transition project within call center • Site SME for Staffing, Forecasting, Scheduling, & Service Levels • Coaching and performance evaluations of agents and senior advisors • 2018 Overall Exceeds Performance

• Successfully completed training of 8 temporary associates within first month after training• Department Contingency SME

• Diagnose and provide accurate, creative, and timely solutions for moderately complex PC, scanner (Check 21) and application systems issues to ensure usability of Remote Deposit product• Developed Daily metric reporting for Executive leadership• Helped ensure compliance with departmental regulations by compiling and performing procedure review for accuracy• Improved client callback efficiency by volunteering to spearhead voicemail return routine • Initiated VOC (Voice of the Customer) Group, which equated to Project Management, to implement several key change controls and expedited defect resolution within application by partnering with Remote Deposit product management• Provided Voice of Customer (VOC) for future product enhancements

• Responsible for performance management and coaching of a team of 15 Operations Analysts who service Remote Deposit Service/Image Cash Letter clients. • Created spreadsheet to track/monitor daily, monthly, and annualized SLA for inbound call volume• Manage by influence, mentor, act as subject matter expert on various initiatives and projects• Implemented statistical tracking of problem resolution for compliance and metric reporting• Improved operating efficiencieso Met/Exceeded service level goal (93%) 12 of first 14 monthso Saved $180k by leading initiative to lower service level goal to save the hiring of additional 4 FTE• Escalation point between client/business area and internal management• Training of new hires & current employees on new policies/procedures

• Responsible for performance management and coaching of 7 teams of customer service associates (approx. 120-150 associates) in call center environment • Improved overall unit performance• Ranked in Top 5 of other Unit Managers nationally• Improved Associate recognition practices• On call site rotation with other site leadership

• Provide feedback and recommendations to site leadership on trends and issues• Site point of contact for fee refunds o Led center in Refund Kiazen blitzo Trained center management on policies/procedureso 50% Increase in Acceptance Rate in 6 months; Led center from 49.8% Acceptance Rate to 75.2%o Saved over $103k during this period for center• World Class Customer Experience Award – National award given for improving customer experience• Award for representing site in National AHT/Fee Refund meetings• On call site rotation with other site leadership• Approval of payroll for non-exempt employees• Training & Recruiting of new hires & current employees on new policies/procedures

Key Results:• Top manager within call type for 2nd & 4th Quarter, 2005• Site leader in efficiency metric• Associate Satisfaction increased to 85% vs. site goal of 78%• Approval of payroll for non-exempt employees• Training & Coaching of new hires & current employees on new policies/procedures

• Established Reward and Recognition program to reward top performing and improving associates• Assisted in leading Richmond site to open test group to handle escalated call type• Approval of payroll for non-exempt employees• Training of new hires & current employees on new policies/procedures• Performance Management of team of associates