10 years with Capital One Investing (formerly ShareBuilder)FINRA Licensed Series 7,66, and 24.• Managed a team of 3 coaches each responsible for teams of 15-20 customer service associates handling contacts via phone, chat, and email. • Managed a remote manager leading the cross – site team of 8 transfer-in associates responsible for assisting customer with transfer of assets into the firm. Annual assets acquired of over 200 million in both 2015 and 2016. • Interviewed, hired, and managed the Social Media Response Associate and serve as the principal approver of all responses. Partner with the Brand team on the firm’s Social Media strategy.• Key member of cross functional project teams – including product team with responsibility for website sign in, money transfer, and investing mobile app. • Lead writer on Customer Service entries in the American Business Awards for 2013-2016, earning 4 Gold, 4 Silver and 3 Bronze “Stevie” awards from 11 entries including 2 Golds for directly managed teams. • Partner directly with leader of advice team to drive associate referrals of existing online only customers to financial advisors. Facilitated roundtable sessions, created job aids, and provided associate feedback which increased total referrals by 35%. • Author of customer service section of the Work Supervisory Procedures (WSPs). Responsible for monthly and quarterly principal review of quality evaluations, quality reviews, and phone trades. • Write all Voice of the Associate responses including research of issues and advocating for product or process updates on behalf of associates. • Partner with the quality, training and support team to drive process improvements including updates to contact evaluation forms.

• Managed 3 teams supporting the day to day operations of a multi-site customer service team of 140+ associates. Served as primary back up for all functions. • Built and managed Transfer-In Team assisting with incoming asset transfers that are not completed timely. Developed workflow, incentive plan, and case review process. • Completed an IRA Rollover pilot to demonstrate the added value of a proactive team to assist on assets transfers right from the first contact. Results were of 3X increase in transfer completion rate over the business as usual process. Resulted in expanded role for the team and additional associate headcount, including a fulltime Coach to manage the day to day coaching. • Oversaw all Customer Service internal communications and the knowledge base. Ensured the Communications Associates send timely, accurate, and plain language communications. Hired and managed Communications Associates to create and edit associate friendly and brokerage savvy knowledge base articles. • Built and managed the Customer Advocate team which oversees the resolution and tracking of highly escalated customer issues and identifies and reports complaint trends. • Managed a Process Improvement Associate responsibility for tracking and analyzing customer and associate issues. • Met regularly with Legal and Compliance to report on customer complaint trends and suggest website improvements. • Point of contact for all Executive level complaints, including those directly to the CEO of Capital One. • Principal approver of all Social Media responses. Managed project team of 3 associates with scheduled time each day to work on responses and other social media projects/campaigns as needed. • Managed the update of 1500+ website FAQs and online account agreement utilizing customer service associates to coincide with a complete website update. • Attended interdepartmental meetings to ensure the voice of the customer is well represented.

Coached telephone Associates to provide the best Customer Experience. Motivated and developed team members in skills including questioning and recognizing sales opportunities.

Processed incoming customer transfer requests and reviewed daily check for accuracy. Updated customer account statuses. Performed fund verification on large deposit amounts.

Answered inbound calls and emails to resolve customer issues. Mentored team members.

Managed client portfolios and marketed new products. Developed relationships with internal departments and external vendors to create and achieve portfolio goals for each individual client. Created customer loyalty campaigns to increase retention and drive new sales. Implemented corporate programs to communicate clear brand and marketing objectives. Exceeded sales goals by 150% for all of 2005.

Set and exceeded sales goals via inbound and outbound calls. Coached telephone representatives to recognize referral opportunities. Helped create initiatives to increase membership base. Visited businesses to open new accounts.

Premier Banking Client ManagerManaged portfolio of high value clients. Worked with mortgage and investment partners to handle full needs of client base. Handled service and sales needs of clients. Acquired new high value clients for portfolio and retained and grew current business. Assistant Manager of National Direct SalesManaged team of personal bankers. Motivated staff to surpass sales goals and meet answer rates. Identified further sales opportunities with clients with loans in process. Telephone Personal BankerGenerated sales from inbound calls. Recognized cross sale opportunities from credit applications. Trained new personal bankers. Processed personal and business credit applications. Student Loan RepresentativeApproved and processed student loans from application to funding. Prepared student loan files for sale to outside vendors. Handled highest volume of calls at peak times. Cross-sold other bank products to clients as needed.