Responsible for the planning and execution of WebEx Training. • Manages pre-session rehearsals to prep internal partners and external partners on the use and delivery of learning content via WebEx. • Undertakes content review and editing of session materials to ensure design consistency and comparability to WebEx. • Serves as Virtual Classroom Host during the live virtual training session including managing content, guiding presenters, launching polling and troubleshooting technical issues to minimize presenters and participants impact. • Processes session assignments and uploads after session documents to LMS (Cornerstone on Demand). • Collaborates with PwC internal L&D staff as well as external team contractors to share best practices and/or opportunities to create successful VILT delivery.

Assumed advisory and program management responsibilities while managing team of 2 (Content Developer & Implementation Manager). Partnered with the CEO, HR & Global Sales Director to develop, execute and communicate learning strategies aimed at revenue, market and client retention while advancing employee performance. Developed and managed annual learning budgets of $1.8M+. • In collaboration with global senior leadership, project managed an organizational change directive for the development and execution of a global competency framework focused on creating a cultural shift from behavioral to skill-based competencies. Drove employee engagement through global communication initiatives and development plans engaging senior leadership as sponsors and change leaders. • Researched, developed and instituted the first “Women in Commercial” program in support of a CEO directive to increase female representation at the C Suite level/leadership level and increase female staff retention with expanded opportunities for career development. Membership grew from 16 to 35, program components were duplicated globally.• Managed team responsible for planning, development, and execution of curricula (e.g. product, regulatory, diversity, and leadership development) delivering 30-100 virtual and in classroom experiences annually. Established global and regional vendor contracts to address L / D resource and capacity issues. Participated in classroom / virtual facilitations (e.g. customized 4-day executive and personal branding session for Client Delivery Team).• Developed and facilitated Business Banker Cash & Trade Product certification program to address revenue & performance gaps.

Led the development and implementation of training programs for multi-year business transformation to reengineer front/back office systems (applications & product processors) and significantly enhance the client experience. • Partnered with the Global Transformation Office to develop transformation readiness plan for internal stakeholders engaging all levels of the organization. • Represented US Learning and Development at transformation forums, delivered learning metrics and mitigated impacts to learning plan as conversion dates shifted. • Drove development of a retail training repository for access to learning content, completion reporting and program communications. • Collaborated with IT for the development of retail training simulation, facilitating learner engagement in scenarios of “post-conversion” client transactions.• Created and launched Global L/D Coordinator role focused on building in region business relationships for creation, execution, tracking and post-training assessment of multi-year training programs.• Delivered 350+ courses to US branches, back office and call centers including the introduction of first “Virtual Instructor Lead Training” to 600+ branch and business managers.• To ensure employee readiness, conducted pre-conversion visits to branches, back office, and calls centers, developed and delivered additional training within pre-conversion windows.

Project Managed the delivery of U.S. Retail conversion projects. • Managed project life cycle, defining requirements, stakeholder mapping, resource needs, and budgets, coordinated client and vendor meetings, attended technical application reviews and updates, worked with global teams to address and mitigate risk against project timelines.

Managed a network of 380 ATMs and 500K debit cards and a team of 8 Regulation "E" claoms processors. Oversaw the cash delivery to 150 retail branches across 4 states. Managed annualized budget of $7M and a staff of 30+• Developed Six Sigma operational efficiencies aimed at consistent ATM availability of 98.8%. • Managed an ATM services RFP, established new service contract with 3-year savings of $1.1M.• Drove joint venture with IT & Retail Products to convert the Webster Debit card network from NYCE to Visa for transaction processing, fraud and performance monitoring. Creating innovative card fraud prevention tactics.• Advocated and implemented a cross functional training program addressing staff shortage / reductions / work life balance in response to “Voice of the Employee” feedback.

• Led an ATM Operations staff of 10 supporting 6 states; responsibilities included the implementation, vendor and performance management of 3300 ATMs.• Managed the conversion (software & hardware) of the Chase Legacy ATM network to an enhanced web-connected “eATM” platform, facilitating direct ATM marketing and customer demographics. • Supported a Credit Card Services co-branding partnership with Universal Studios with the installation of 19 ATMs in Florida and California.• Member of the Chase-Chemical Retail Merger Team. Responsible for the refresh of the ATM network, including updates to the hardware, software, and network infrastructure. Consolidated several networks into one enterprise using Tandem technology and Gasper monitoring.• Lead ATM/Branch rebranding efforts in the Northeast• Developed and implemented, various Service Quality Programs that increased customer satisfaction from 69% to 74% over a three-year span.