Lead and implement strategic initiatives, such as establishing a Voice of the Customer program.Act as a an 'air traffic controller' and key liaison between the GM and the broader organization, managing communications and resolving issues to allow leadership to focus on high-impact work.Develop systems for tracking and analyzing key performance indicators (KPIs) to ensure alignment with strategic goals.Oversee internal operations and team coordination, including planning, content development, and executive updates.Coach and guide team members to ensure efficient decision-making and alignment with overall objectives.

Bolstering small to medium sized businesses to accelerate their growth through operational systems, goal setting, planning and accountability for execution.

In my role as a Director of PMO at Affirm, I spearheaded the strategy to save 20% of the FY24 operational budget, resulting in approximately $15MM in savings. By leading the creation of agent ownership of cases in SalesForce, we achieved over $500K of annualized savings. Additionally, I successfully implemented Asana Portfolio, Program, Project management & intra-team sprint planning, resulting in over $1MM of annualized savings for Shared Services. My team also owned all of the internal business process, operating cadences and strategic planning for Operations.

In my role as an Operational Reporting Consultant for the COO at Wells Fargo, I led the initiative to centralize operational data and create a self-service reporting tool. By consolidating 50+ data sources into a central data lake, I enabled streamlined reporting and analytics for the entire enterprise, driving efficiency and informed decision-making.

In my role as a Product Operations Manager at Wells Fargo, I led the consolidation of 4 user interfaces into 1 for all allegation management programs, resolving regulatory issues. Managed Product Roadmap, strategy, and communications for the Employee Allegation workflow application. Led enterprise-wide project team in a complex organization, overseeing the largest enterprise waterfall-to-agile migration at Wells Fargo.

*Served on cross functional leadership teams for Product Development Strategy and Customer Engagement/Retention*IMS was an early stage, B2B SaaS FinTech start-up - Acquired by RealPage*Partnered with Product Management at Commercial Real SaaS startup to write user stories & acceptance criteria, owned UAT process and execution before releases*Designed and executed end-to-end SaaS client implementation strategy in 6 months*Recruited and hired 15 FTE to build implementation team *Managed 18 FTE in a Customer Success environment - Increased customer satisfaction by 200%*Executed Customer Success organizational change which increased operational efficiency by 62%*Hiring, onboarding, training, methodology and governance; decreased implementation time by 75% within 6 months*Designed and implemented capacity model, client rebate program and professional services product offering at FinTech start up; managed end-to-end RFP and implementation of project management software, Mavenlink

*Diamond award recipient, Q4 2017*Manage worldwide implementations for largest Card client & 4-6 other clients*Led program for outsourced implementation support team in India (80 contractors)*Implemented multi-year global, commercial credit card programs via TSYS and SaaS in GRAM and Works SaaS platforms *Led software design & execution program to facilitate internal handoff from Sales to Implementation; reduced assignment timeline & capacity by 50% at Bank of America

• Team of 14 Large Corporate & Commercial card account specialists & dedicated service consultants • Oversee portfolio of 8,000+ Large Corp & Commercial card accounts • Contact for client escalations & client on-site visits-resolve escalations, retain business, sales reviews• Key projects – Client notes enhancement, proactive activities roll out, collaboration with business partners, transition into new service model, improved emergency handling, new AHT capacity model• Manage risk through non-standard process documentation, procedure review, and on-site audit champion• Liaison between servicing, implementation, fraud, clients & large corporate sales team• Leader of Associate in Motion team, liaison for employee engagement and associate satisfaction

Large Corporate & Commercial Credit Card Servicing Associate•Facilitated project for process improvement, improved casing mechanisms for 200+ associates•Production rate 202% higher than peer average production•Consistently in Top 20% for productivity and non-phone response times•Coached and developed peers in email etiquette, productivity, and tracking mechanisms•Managed over 300, $20 million + annual spend, accounts within 4 months •Invited and participated in Risk Ideation Session for risk management process improvement•Member of Associate in Motion team, liaison for employee engagement and associate satisfaction

• Ranked #1 banker in Virginia Feb. 2012 and Q1 2013 in sales • Sustained performance with One Team, up to 400% to goal over 9 quarters• Retail Banking & Distribution Top Performer Award, Banking Center One Team Award Q1 2013, #1 in KPIs June 2013, #2 in KPIs October 2013• Successful graduate of the BOA Signature Program• Facilitated projects and meetings to improve sales metrics for direct team and market• Initiated sales plan, increased revenue by 50% in two branches• Coached and mentored associates to support development plans, increased associate success rates