* Lead projects such as streamline/automation, program enhancements, and productivity baseline/improvements* Review and update relevant policies/procedures to ensure they reflect regulatory requirements * Experience with using Waterfall and Agile methodology* Act as Lead Controls Coordinator for Process related Projects.* Strategic lead for line of business as it relates to documentation for tracking and monitoring. * Assist is strategic planning to reduce cost/headcount

* Executed a third party relationship through contracting, project planning and creation to meet requirements for the bank’s Add on Products Consent Order.* Participated in corporate audit documentation collection, to assist with the closure of the banks Add on Products OCC Consent Order.* Responded to all third party insurance carriers responses as it relates to the control enhancements to meet the banks Add on Products Consent Order.* Built and managed controls including but not limited to SLA performance, Complaints, Dissatisfactions, Customer Cancellations and Did Not Authorize requests.* Assisted with monitoring of data and call files provided by the carriers to adhere to the quality routines outlined in the Add on Products Consent Order.* Managed third party vendor for adherence to performance SLA’s, policy and procedural reviews, and proven documentation of requirements.* Manage a team of 6 associates to audit compliance of all bank Add on Products Consent Order requirements. * Act as Controls Manager for all IPP Projects/Issues to ensure consistent control discipline* Developed monitoring/testing procedures, routines, and process improvements controls across all APP/TPP IPD carriers.

* Created a Monitoring Form that was implemented throughout the entire LOB including vendors.* Work with (Risk and Compliance) to assure all CFPB requirements are met with all assigned projects.* Facilitation of all Credit Protection listening sessions along with monitoring all calls for Regulatory, Compliance, and Customer Delight issues.* Responsible for medium - large projects for an operations department, product or business unit. * Provides consulting expertise to line managers and vendors on productivity issues.* Responsible for a Quality team that monitors calls for Service, Retention, and Claims department.* Developed streamlined procedures that decreased labor time and eliminated redundancies. * Developed and implemented an After Call Survey within Insurance Services and all vendors/partners.

* Lead a team of 45 call center agents on servicing a multimillion dollar credit portfolio* Six Sigma Certification * Worked on multiple multimillion dollar projects as it relates to credit card portfolio and system upgrades.