Experienced Coach to members of the Better Up community. Coach members to advance their career and achieve their personal goals.

Work as a member of the Resettlement Team to welcome and support refugees during their first months in the United States. Leads partnerships with Travelers Aid, Financial institutions, Computer Service Providers.

* Assess client needs based on several factors used to determine the strategy needed to execute the appropriate coaching plan customized to client's unique goals and needs.* Coach senior-level leadership on topics related to personal and professional growth and performance with the end result to empower organizational leaders in propelling future success.* Facilitate one-on-one, small, and large group settings taking the person, process, or organization through the change required to achieve the desired outcome.* Serve as a trusted advisor on all matters related to personal, relationships, health, finance, career transitions, and other goals/interests.* Utilize tools, resources, and industry best practices including models and theories to advise clients on tough decisions resolving past, present, and future problems/bottlenecks.* Align cohesive workforce teams who feel empowered to perform at optimal levels.* Develop coaching/training sessions which ignite creativity to engage clients in meaningful ways.* Provide consistent follow-up to ensure clients feel valued during their journey.* Build positive sustaining and mutually beneficial relationships with clients.

* Pioneered the customer support strategy for PNC's online banking channel.* Sourced and carefully selected the appropriate technology ensuring total customer support and satisfaction.* Implemented online chat, messaging, and digital bots used to enhance the customer experience and addressed issues.* Improved overall company culture and morale ensuring alignment of organizational objectives by establishing cross functional team collaboration for information and perspective sharing.* Implemented agile methodologies incorporating design thinking practices utilizing customer research to define the customer experience.* Incorporated product enhancements to improvements in NPS, Net Promoter Score* Leveraged a variety of technical applications to augment the customer experience overall* Led cross functional teams to select vendors for new technologyOther roles at PNC:E Commerce Channel ManagementCIO Retail DistributionStrategic Initiative ManagerConsultant, Executive Management Special AssignmentManager, Pittsburgh Sales and Service Call CenterConsultant, Branch Reengineering