Partner with the C-Suite to define strategic plans, new business opportunities and drive initiatives to implementation. ● Led creation of interim post-Public Health Emergency Strategic Plan. ● Drove integration of group therapy practice to fruition of new expanded corporation. ● Interim leader of group therapy practice in a void due to departure of executive. ● Driving business planning for growth. ● Re-imagined and leading agency government and private grant operations. ● Provide thought leadership to facilitate relationships with elected officials to create opportunities for the agency. ● Lead business management for new businesses from planning through execution. ● Represent management team internally and agency externally to drive mission forward.

Represent corporate clients as on-site leasing and sales agent. • Team with partners and management to position portfolio for optimal results. • Closed over 150 deals in first 3 active years.• Lease luxury start-ups.• Re-lease and pre-lease existing portfolios of corporate properties.• Provide input and feedback regarding pricing and marketing strategies.• Conduct open houses and private showings for new development condo sales and manage buyers through process.• Provide excellent customer service to prospects and existing tenants.• Manage leasing process in On-site from application through lease signing.• Partner with Property Managers and building staff regarding building operations.• Manage pricing, marketing, leasing and renewals for private clients.

Provided thought leadership across all business management, analytics and corporate planning and strategy efforts within the core Retirement and Individual business that provided over $4.6B in revenue, $1B in direct expenses and $5.5B in net flows (2013 FY). - Developed and led specific corporate strategy initiatives that primarily focus on growth, innovation, risk, and operations across the core Retirement and Individual financial services. - Built long-term Business Strategies and the effective communication of these strategic positioning to the key stakeholders (e.g., Board of Trustees, Committees, Regulatory and Rating agencies).- Created business cadence for CEO and managed selected meetings within the cadence to ensure appropriate governance of the organization. - Crafted communications from the CEO to the Board, Executive Officers and employees.

Managed strategy, needs analysis, design, facilitation and delivery for the major corporate projects and new products for field-based sales and service teams. Managed corporate Business Acumen Programs.• Managed multiple teams of internal subject matter experts and external designers to design and implement programs to improve institutional knowledge and company specific business acumen.• Led design, development, and implementation of learning programs to develop the business acumen of all levels of employees from c-suite new hires to entry-level employees both newly hired and experienced. Drove cross-functional integration and knowledge transfer, as well as productivity and employee engagement.• Built, managed and facilitated blended training and enablement programs.• Drove cultural change to a learning organization where leaders are accountable for educating others.• Partnered with senior leaders to develop practicum learning components and coached them in preparation for facilitation.• Supported Retirement Services field team training needs.

Consulting assignment at TIAA Retirement Services. • Developed business requirements, training and sales support materials and presentations for the sales team, relationship managers and clients for Compliance Services.• Developed and delivered consultative relationship management training for Retirement Services field teams.• Coached subject matter experts and leaders in delivery of training components.

• Served as Chief-of-Staff for Managing Director, National Wealth Advisory Services. • Led development and implementation of on-going training, practice management, sales support, communications and infrastructure needs for an advisory field force of 475 personnel. • Managed a team of Sales Support Specialists to drive advisor readiness and client engagement.• Co-Led Human Resources team responsible for accelerated recruiting, hiring, onboarding and of 100+ advisors.• Partnered with Wealth Management Education, Marketing and Product Development in the creation and rollout of new products and services including training, coaching and communications.• Managed a team of internal subject matter experts and external designers to design and implement new national Practice Management processes, routines and on-line tools for all advisory teams and management to drive enhanced productivity and sales management. Led design and implementation of associated training.• Created and managed accreditation process for over 300 new advisors to ensure successful completion of the training and professional development program and control risk to business.• Led Best Practices research study that identified strategies, behaviors and tactics that were systematized into general practice to drive growth within current and potential client base.• Led internal communications for Wealth Management Group including town halls, quarterly updates and ad hoc communications. • Directed a cross-functional team to deliver national conferences for over 750 attendees annually receiving outstanding ratings from attendees for motivation and ability to improve their practice. Developed metrics to measure business outcomes of conferences.

Managed projects within the start-up of the business to launch the organization’s new Wealth Management Group to address clients with higher accumulations.• Managed creation and delivery of Wealth Management Advisor Professional Development Program. • Built Director Professional Development Program to enable sales management and coaching. • Managed the relationships with internal stakeholders and vendors to create and implement programs.• Managed facilitation and delivery of program by external subject matter experts and internal leaders.• Led creation of initial advisor processes as part of overall end-to-end process and value proposition.

Created an internal communications function for the organization managing daily communications to all employees in a rapidly changing work environment. • Designed and managed an internal visibility campaign for the organization’s new Chairman and CEO.• Managed professional team in developing internal communications to increase employees' knowledge of our values, business initiatives and corporate culture. • Drove C-Suite communications strategies to enhance intra- and inter-divisional communications.

Managed four units with over 135 employees responsible for sales, service and asset retention through face-to-face visits, outbound and inbound telephone campaigns, correspondence, e-mail and seminars. Advocated the voice of the customer and of the field as contact center management representative on Marketing Council and Service Council for oversight of corporate-wide functions.• Increased sales revenue by more than 150% over a two-year period. • Launched new business unit dedicated to relationship management for high net worth customers. • Managed one additional unit responsible for responding to inquiries and resolving complaints addressed to the Chairman, other executive officers and regulatory agencies. • Established goals for each unit and oversaw creation of business plans, budgets. • Evaluated a complex work environment and created transition plan to increase sales and financial counseling focus and improve productivity and workflow processes. • Business owner for CRM pilot with Marketing to test predictive modeling and CRM systems.

Managed the project and technology initiatives to support the contact centers. • Managed a team of project professionals, business analysts and technology specialists. • Ensured project activities complied with company and client business requirements and appropriate regulatory authorities.• Represented customers' interests during the planning, design, and execution of CRM-related projects. • Led internal consulting projects to drive effectiveness, organizational structure and change.• Created position descriptions, compensation bands and organizational structure for the area.

Managed start-up of call center dedicated to providing services for individual customer accounts. Consolidated functions from a number of back office areas into the contact center. • Managed growth of unit from 14 associates to 48. • Revised workflows to increase productivity resulting in increased productivity and customer satisfaction metrics. • Project Manager for team to revise IVR, including efforts to support a new family of mutual funds and after-tax annuities. • Partnered with IT, Telecommunications and outsourcing firms to develop unique solutions to provide seamless service and exceed customer expectations. • Business owner for start-up of interactive online services providing customers ability to manage accounts and transact through web services. • Started operations planning function within the call centers to forecast volumes and staffing needs across all call centers nationwide.

• Supervised call center dedicated to providing financial counseling to retirement plan participants including the retirement planning process, arrangement of benefit payments, tax-related questions and arrangement of survivor benefits. • Supervised 45 associates. Conducted evaluations of team leaders and assisted in the quality evaluations of representatives. • Evaluated call volumes and created staffing plans and schedules. • Conducted analysis to increase customer service levels resulting in the consolidation of call centers.

Supervised team of counselors in providing financial counseling and service to retirement plan participants. • Managed workflows to ensure that incoming inquiries were responded to within corporate standards and regulatory guidelines. • Coached counselors in face-to-face counseling, writing and presentation skills. • Led retirement and financial services seminar and counseling teams in the field in both community and employer settings. • Led revision of content and format of retirement and financial services seminars.• Conducted employee evaluations.

• Provided retirement counseling to customers through correspondence, face-to-face visits and seminars. • Managed changes impacted by life events for plan participants.• Partnered with institutional services and plan administrators for employee engagement.