Acted as a Team Leader of a customer service team to enable operations of commercial banking clients. Created routines based in operational excellence to improve efficiency and quality while continuing to diminish risk. Lead multiple remediation projects that showcased my ability to collaborate with partnering teams, managers, and directors to establish procedures that mitigate risk.• Leveraged Salesforce Service Cloud to review customer cases for quality and completeness• Assessed themes in customer case quality to drive process improvements• Change management champion by implementing new processes and procedures that would promote efficiencyand increase overall customer satisfaction• Enabled the team to boost the quality of work to 98% audit passing rate through weekly process overviews• Worked on a portfolio of clients that totaled over $250 million in total deposits

Drive store sales across specialty business areas (Beauty, Tech, and Apparel) by activating a customer-centric team of experts. Implement new operational process to create the most efficient process possible through goal setting and consistent feedback. Led team of 75 leaders and associates.• Created and executed recruiting plans and selected highest level of talent• Implemented training material and schedules for new team members and leaders• Led the development of 7 executive leaders as the District Training Captain• Leveraged operational metrics and apply thought leadership to assess and redirect goals where/when needed to achieve sales growth of 15% higher than previous year

Led a high-achieving front-of-the house team in daily operations, including product transitions, sales floor brand and customer service. Led team of 125 leaders and associates.• Implemented a performance review on a weekly basis where store metrics were analyzed as well as an open forum with leaders to assist in goal setting and adjusting current goals if needed• Created an innovative culture by reducing the amount of team members needed to complete necessary tasks through revamped daily processes and operations, in turn saving $20,000 a month in payroll expenses• Understood ambiguous projects and provided clarity to team members and leaders to ensure elevated execution

Led the HR team to support overall store operations, including recruiting, training, compliance and team development. Managed the administration of HR policies, processes, and practices. • Led the increase of overall team engagement from a 63% to 80% for team members resulting in a decrease in staff turnover in excess of 40%• Created and implemented training seminars for all leaders on how to establish and maintain a positive team culture.• Orchestrated the Campus Recruiting Team through many on-site events including career fairs, resume building, and leadership presentations• Owned the succession planning of leadership throughout the store and district

Management development program to enhance leadership abilities, strategic thinking, and talent development. Emphasis on training & development, employee relations, and organizational culture.

Filing, Completed a company directory, including all locations and workforce personnel