As an accomplished Trust Officer and executive leader with 20 years of experience in trust administration and portfolio management at leading financial institutions in Minneapolis, I have a proven track record of success. I excel in generating new business opportunities, expanding existing accounts, and delivering exceptional customer satisfaction. I am passionately committed to understanding my clients, as I believe everyone’s story is unique, and I take great pleasure in crafting strategies to help them achieve their goals.My unique blend of investment and legal knowledge allows me to deliver optimal client results, and I am adept at distilling and clearly conveying complex financial and legal matters to diverse audiences. As a subject matter expert on personal trusts, special needs trusts, charitable trusts, grantor trusts, disability trusts, and estate administration, I work closely with a team of skilled professionals to help our clients manage their estates, investments, liabilities, and legacies.My background enables me to effectively serve high-net-worth clients with complex trust and estate plans, as well as those planning for incapacity and disability concerns. Helping clients achieve their most important goals, regardless of their wealth or challenges, is incredibly rewarding. The most fulfilling part of my job is building long-term relationships with clients and understanding their values and vision for their legacy.Additionally, I have extensive experience in committee membership and leadership roles.

Sr. Director - Pooled Trust Services and Guardianship Options

Designed and developed projects to determine regulatory risk and develop a strategy. Promoted Community Banking and Branch Delivery services meet customer financial needs. Monitored and evaluated team and employee performance. Managed performance of the project team and evaluated overall team performance
. Achievements:• Developed $2.5 million initiative to implement "Sales and Service" platform for 3133 branches to improve customer relations. Created program, training and materials for employee development program for over 30,000 employees.• Partnered to develop a uniquely creative and functional financial service and recruiting program for active military service members across 26 states. Implemented a dedicated 24/7 call center staffed with knowledgeable service member mind.• Handled all aspects of facilitating workshops, onsite and virtual meetings and trained leaders in more effective users experience relationships.• Addressed Consumer Financial Protection Bureau improvement recommendations to resolve customer complaints. Worked with modeling personnel and focus groups to identify and research customer issues. Developed training and solutions to resolve customer problems and improve CFPB ranking. • Implemented cash automation solutions for 16 pilot branch locations and a full rollout to more than 250 locations. Provided user training for pilot locations and developed deployment procedures for expansion.

 Served on Quality Assurance leadership team providing program planning and design for performance effectiveness.Performed QA testing and analysis for continuous monitoring of operations. Prepared reports and performed audits to evaluate results. Key partner on Merger and Acquisition Team.Achievements:• Lead design team using Process Modeling to develop process changes. Researched technical issues for solutions and identity vendor resources. Documented 2300 current processes and identified opportunities for improvement. • Improved operations utilizing Enterprise strategy and Process Modeling to increase efficiency. Streamlined procedures using agile and waterfall methodologies to identify and implement 185 process improvements. • Directly and indirectly (through direction of subordinates) coordinated multiple work streams for successful customer integration.

 Worked with executive leadership to develop Line of Business and Risk Compliance for effective risk management. Ensured compliance with federal, state and local financial laws and regulations. Identified gaps and developed control solutions to mitigate risk and minimize losses from internal processes, systems and human errors. Achievements:• Developed and implemented Enterprise Compliance Risk Assessment program. Provide compliance training development and monitoring for consistent quality assurance performance.

Provided brand leadership and administration maintaining budget and revenue goals and financial regulatory compliance. Promoted bank services to meet customer financial needs and requirements. Supervised, trained and developed staff to ensure excellent customer service and achieve high Retail Quality Assurance audit assessments. Achievements:• Managed daily operations of $90 million retail bank branch. Maintained bank sales, service and regulatory compliance. • Implemented Quality Assurance procedures for accurate monitoring of branch performance. • Enhanced customer relations with improved employee retention and engagement. Utilized coaching and mentoring to develop customer service skills retain quality personnel. Reduced employee turnover by 60% increasing staff morale and performance. • Expanded retail bank branches customer base by 30% over three years with community networking and development. Recognized with Pinnacle performance awards.• Mentored, trained and assisted in development of 12 Small Business Experts within the assigned district.

Shared responsibility for daily operations of a successful 90 million dollar branch. Assisted in providing brand leadership and administration maintaining budget and revenue goals and financial regulatory compliance. Promoted bank services to meet customer financial needs and requirements. Supervised, trained and developed staff to ensure excellent customer service and achieve high Retail Quality Assurance audit assessments. Achievements:• Maintained bank sales, service and regulatory compliance. • Implemented Quality Assurance procedures for accurate monitoring of branch performance. • Utilized coaching and mentoring to develop customer service skills retain quality personnel. • Recognized with Pinnacle performance awards.• Mentored, trained and assisted in development of 12 Small Business Experts within the assigned district.

Provided brand leadership and administration maintaining budget and revenue goals and financial regulatory compliance. Promoted bank services to meet customer financial needs and requirements. Supervised, trained and developed staff to ensure excellent customer service and achieve high Retail Quality Assurance audit assessments. Achievements:• Managed daily operations of retail bank branch. Maintained bank sales, service and regulatory compliance. • Implemented Quality Assurance procedures for accurate monitoring of branch performance. • Coach mentored and developed 27 Sales and Service staff members• Enhanced customer relations with improved employee retention and engagement. Utilized coaching and mentoring to develop customer service skills retain quality personnel. Reduced employee turnover by 40% increasing staff morale and performance. • Expanded retail bank branches customer base by 22% over three years with community networking and development. Recognized with Pinnacle performance awards.

Series 7, 63 and Life and Health Licensed-Presented customers with investment options to meet short and long term financial goals

 Influenced and motivated a staff of 21 to consistently contribute in a successful revenue generating environment. Exceeded quarterly growth and retention goals in 7 out of 9 quarters resulting in Pinnacle Achievement. Developed and participated in networking activities to drive new business relationships. Trained and assisted in development of 12 Small Business Experts within the assigned district.