• Executed the transition of 6 consumer and business card processes from the Norfolk, VA site, which involved: risk assessment of current process, writing new procedures, aligning staffing, eliminating re-work, creating control monitoring to insure the stability of the process. • On boarded a team of 22 associates which involved: training, developing and implementing performance metrics, and ongoing coaching and development. Monitored and enforced compliance to enterprise vendor payment standards. I was personally responsible for payment compliance for half of the line of business across the enterprise.• Developed and implemented dashboard reporting and tracking tools to monitor vendor compliance that resulted in the identification and transfer of 69MM to compliant spend channels.• Supervised the transition of 3 multiple multi-million dollar companies to appropriate payment streams. To this end, I created a project plan, coordinated multiple internal and vendor partners in weekly progress meetings, kept senior management informed, and exceeded execution expectations based on the breadth of the transition.

• Mapped and designed the process change and production support processes for the vendor in charge of the aggregation services for Online Banking. This secured both the internal as well as vendor protocols for change management. • Redesigned vendor reporting and defined a more rigorous and holistic approach to identifying which vendors pose material risk to the Mobile and Digital Banking teams insured that Vendor Administration properly reflected the necessary assignment changes. • Created user requirements for the bank’s application management tool to insure that dashboards and reporting are configurable to include vendor impacts.

• Designed and implemented the end to end settlement process for 30 different Legal Vendor and Recovery Agencies. This process involved developing a file structure to transfer and maintain individual settlement details, monitor for settlement completion, code the accounts correctly, and send all necessary customer and credit bureau updates. This successfully implemented process change was subject to significant regulatory and compliance scrutiny.• Designed and implemented the process for Bank of America and its collection vendors to respond to Validation of Debt Requests on Card and Deposit Accounts. • Executed a Customer Correspondence Transformation that created 250MM in annual cost savings, eliminated risk in contacting Cease and Desist Customers, improved the customer experience through enhanced customer communication, and reduced risk around the handling of correspondence on sold accounts.

• Directed the annual tax reporting process for the Consumer and Business Card Accounts (400M-700M accounts). Created process controls which abated or avoided $500M annually in IRS fines and fees• Applied tax regulations to internal Recovery behavior to identify under represented reporting populations and worked with compliance, legal, external counsel, and corporate taxation to define accurate reporting criteria. • Created dispute resolution process developed and delivered annual training to over 500 managers and lead associates, created a web based training and dispute form for increased efficiency and cycle reporting.

• While meeting all of my team’s critical deadlines, I managed the business lending the business lending platform and process transition for 33 separate processes including bankruptcy, settlements, correspondence, SCRA, repayment plans, 1099-C reporting, and refund requests.• Supervised associates and processes being executed in Greensboro and Delaware.• Executed the transition of 6 consumer and business card processes from the Norfolk, VA site, which involved: risk assessment of current process, writing new procedures, aligning staffing, eliminating re-work, creating control monitoring to insure the stability of the process. • On boarded a team of 22 associates which involved: training, developing and implementing performance metrics, and ongoing coaching and development.

History and English Teacher