Lead teams of inbound and outbound relationship managers and supervisors to assist Chase Home Lending customers navigate out of the default process. Manage customer experience projects, develop and implement product roadmaps, map and manage customer journeys, lead training, advise executives, provide data and statistics for decisions making, and ensure compliance with federal law and investor policy.• Led enhanced call handling training, improved customer satisfaction scores 36.51% to date, from 63 to 86% average.• Worked with business partners to develop a strategy to contact 1500 customers impacted by an escrow shortage error and correct the issue.• Identified regulatory points of failure. Implemented corrective actions and process changes.• Mapped customer journey from 1 day past due through foreclosure. Provided a clear picture to executives of how, when, and why we contact customers and our regulatory risk points through the process.• Identified strong correlation between rising Interest rates with heavier inbound volume during 2nd half of each month. Collected data and ran statistical models that showed a strong correlation between rising interest and population increases in risk segmentation, resulting in heavier inbound volume from our medium, low and very low risk population. Ran forecast models to predict future increases or decreases to interest rates and their impacts on call volume, customers and our product offerings and uptake. • Lead calibration sessions with business executives and partners.• Prepare and Present Customer Outreach Monthly Business Review for Executive Management.

Evaluated and mitigated risks to adhere to new Customer Experience (CX) requirements. Established new relationships with business partners to obtain buy-in for the new process. • Improved data access within experience team, resulting in 14% time saving across the team.• Led design of a consent proposal for modifying the CX focusing on human centered design principles. • Improved customer satisfaction metrics by redesigning survey questions focused on member experiences.• Developed a new experience data flow that consolidated 20 sources into four experience-centric dashboards.• Designed program roadmaps and work task breakdowns with cost-benefit and ROI analysis.

Managed property and liability claims to assist Progressive customers and claimants. Investigated and identified fraud and collaborated with fraud prevention teams to resolve issues.• Created reports of investigation findings, worked in collaboration with fraud, police, witnesses and other insurance companies to determine appropriate coverage and pay-out amounts.• Established business relationships and negotiated with other insurance companies to resolve joint liability issues. • Delivered excellent customer service through strong communication in a fast-paced environment.

Led program management for aircraft safety system overhaul. Utilized agile practices to oversee projects from inspection to completion. Administered investigation, training, and identification programs. Directed the T-X Aircrew Safety System requirement and development program. Supervised efforts to ensure the compliance of non-compliant areas.• Led 24 teams across 12 locations to manage program operations and assets worth $273.8M.• Directed implementation of new aircrew safety systems; achieved the highest survivability for aircrew, minimized maintainers’ workload, and decreased task time by 60% and cost by 30% for overall maintenance.• Established operational and management policy standards for the project and program management organization. • Represented chief command on strategic efforts, negotiated with representatives of the US Air Force, US Navy, Defense Logistics Agency, US Customs, and civilian business leaders with accurate logistical and defense insights.• Led delivery of a strategic systems program 33% ahead of schedule and 42% under budget.• Supervised KPI’s and data management for the organization and briefed executive management regularly.• Developed and implemented policies and regulations in compliance with federal laws and military regulations.• Performed regulatory compliance assessments to assure information, program, and coaching reliability and integrity.

Oversaw flight operations to assist the executive command in achieving and maintaining Head Quarters Air Force level success by leading production and activities of a 46-membered matrix team, devising policies and processes, and liaising with applicable entities. • Directed programs and projects for staff development initiatives and aircrew training, which included personnel files, service efficiency, and professional improvement of 46 employees in 4 unique specialties and 6 different units.• Improved budget shortfall by 90% and staffing shortfalls by 40% via efficient procedure knowledge, historical data, organizational partnership negotiations and strategic planning.• Identified training requirements and served as a liaison between all agencies and staff for programs, budget, operations, and equipment management procedures.• Led risk evaluation process, assured compliance with laws and regulations of US, DoD, AFSOC, UK, and EU.• Received Air Force and major command level awards for individual and team performance.• Delivered weekly status, risk and issue mitigation briefs and scorecard reviews with executive leadership.

Trained and supervised Afghan personnel at site by leading and operating projects accountable to Commanding General, International Security Assistance Forces – Afghanistan.• Improved training programs, complied data metrics, reinforced motivation program, and attained buy-in from Afghan soldiers, resulting in boosting training completion from 5% to 93%.• Designed and implemented convoy operations training and planning program to highly train and prepare unit personnel for a variety of situations• Led multiple program efforts simultaneously with accountability to 450 personnel and $46M in high-value assets from concept, design, procurement, and execution in compliance with regulatory requirements.• Developed advance training compliance policies to improve personnel knowledge of safeguarding data.

Managed mobility operations program for Executive level officials, ensuring compliance with Department of Defense tasking orders, Air Force Mobility Command regulations, and all US and DoD travel regulations, as well as foreign import laws as necessary. Led 8 personnel to break down and rebuild each task group and attached pallet to ensure 100% compliance. Assigned to revitalize an entire non-compliant section after an inspection failure. Within 4 months had broken down and rebuilt each task group and associated mobility pallets. Ensured mobility training compliance for all assigned group personnel to include firearms proficiency, Chemical Biological Nuclear training, and Tactical Combat Casualty Care training.• Assigned to revitalize an entire non-compliant section after an inspection failure. Within 4 months had broken down and rebuilt each task group and associated mobility pallets. Ensured mobility training compliance on 73 reportable and required training requirements.• Maintained program and established a detailed playbook for future section leaders to follow.• Retooled Quality Assurance program, ensuring all Group assets met with compliance for mobility and safety, and that firearm and high-value investment items were audited and accounted for.• Reduced Quality Assurance discrepancies from an average of 14 per item with 2 major discrepancies to 2 discrepancies per item with 0 major discrepancies.

I was assigned to lead training operations for 1500 assigned Aircrew consisting of 6 scheduled and multiple "just in time" training sessions per week. Developed lesson plans, procured, developed, and maintained training aids, and presented the course material in a timely and efficient manner. Hand-selected to stand up a selectively manned unit and build the Aircrew Protection unit from the ground up.• Rewrote 12 lesson plans to meet Air Force training requirements. Reduced in-class time from 2 hours per class to 1.5 hours per class for annual refresher courses.• Leaped at the opportunity to merge training for Aircrew and Decontamination teams, reducing impromptu training events for decontamination to 0 and ensuring training requirements were met.• Selected out of 40 candidates to stand up the Aircrew Protection Flight within a selectively staffed special operations unit leading a 10 person team.• Researched, procured, and wrote instructions for maintaining 52 non-standard articles of equipment.• Established relationships with base entities and civilian vendors to identify and procure protective survival equipment. Presented findings, costs, and plans to executive leadership for approval and testing waivers as needed.• Worked with partners across the Air Force to find overages in equipment items that could not be sourced through civilian channels, such as Night Vision Goggles. Coordinated logistics and account transfer to take ownership of these items.• Maintained accountability of over $12M of sensitive and accountable assets and a $15M annual budget