• Strategy director and delivery manager for Core Banking Technology Modernization effort; responsible for multi-year, $30mm+ program renovating legacy enterprise-wide technology system (Customer Data, Deposits and Account Analysis/Profitability Manager technology)• Instill Agile framework & mentality across a newly minted Team of Teams, consisting of employees with little- to no- exposure to Agile practices; within 3-months, new ToT was established as benchmark for transformation and regularly served as Group CIO-level pilot• Drive vendor engagements and contracts through Wells Fargo Third Party Service Provider compliance review process (TCRT, TRIMS, eSourcing activities)• Actively engage local higher education institutions for job fair, recruiting and program development supporting hiring initiatives in Charlotte & across the US• Created and lead operational risk tracking program at Technology Executive level to ensure Tech for Tech and related compliance/risk efforts were delivered timely• Lead technology interns, resulting in 100% return-to-firm rate• Addressed Enterprise Change Management policy performance gaps, leading to 97% change delivery improvement• Partnered with multiple stakeholders within Corporate Properties Group and Enterprise CIO Business Services to develop and implement team member seating strategy• Owned programs to remediate widespread technology critical systems failure; responsible for driving program execution, building expertise in JIRA & SharePoint, and presenting through senior executive leadership

• Responsible for developing leadership team & 4000+ employees across Charlotte metropolitan footprint who were connected by a passion and advocacy for expanding Diversity, Equity & Inclusion in the area • Execute engagement programming with adherence to Event & Meeting Policy standards, leading to 20% membership increase • Provide strategic direction and oversight to community involvement initiatives including volunteerism, external partnership

• Leverage technology solutions to coach, connect and empower Team Member Network members• Demonstrate thorough knowledge of Wells Fargo technology practices, branding and Team Member Network guidelines• Serve as administrator for internal SharePoint site; lead SharePoint transformation• Orchestrate volunteer efforts focused on community engagement

• Led call center operations teams with widely varying business processes, exceeding expectations across all areas of focus (in 2017 - 34,807 customers modified, 104.96% funding rate to forecast; 12.77% improvement in customer time-to-close metric performance)• Drove daily focus in production and quality metrics while maintaining long term priority on team member development• Effectively collaborated across multiple operations sites, leading virtual-team approach to pipeline management• Regularly prepared short- and long- term progress and trending reports• Reviewed and approved initiative requests to ensure strategic implementation and execution to match business goals while maintaining focus on efficient, highly-effective processes which reduce organizational risks and costs• Led, contributed or sponsored operational change or risk reduction efforts, including report development, financial analysis and presentation to key stakeholders • Partnered with multiple business groups to accomplish broad-scope initiatives, including process design, Change Control efforts, Customer Impact Tickets, and Shared Risk Platform resolution• Built and maintained relationships as site representative to operational risk partners (Ops Risk Business Control, Servicing Quality Assurance, WF RECOR), outside vendors and government entities

• Responsible for leading and developing line-level management team, with up to 40 total team members (direct & indirect), through pipeline of up to 7500 loans• Developed new processes, updated existing processes or overhauled call center operations focus to align team execution with customer’s financial success• Led inventory reduction effort, accomplishing more than 92% reduction over six-month period• Reduced operational teams’ QA error volume by more than 86% over four-month period • Lead multiple HUD Partial Claims demand-response efforts, including designing processes to reduce risk & ensure long-term viability resulting in more than 96% financial loss avoidance (>$320 million loss avoidance)• Create and deliver process-risk, business detail and customer impact presentations for business partners including SVP-level leadership

• Led a call center team of up 17 Home Loan Processors and as large as a 1,750 customer pipeline, focusing on consistent increases in individual results and team successes• Emphasized developing stronger business & product guideline/requirement understanding while creating relationships with borrowers and fellow team members to bolster customer loyalty, production and quality• Helped develop individual quality metrics, stressing policy understanding and accountability, and led team to top-3 performances across site in 2013• Selected to spearhead divisional results in decreasing rate-lock extensions and increasing production. Leadership effort required coordination of groups across multiple sites and resulted in a 25% reduction in aging inventory• Executed strategic reviews of individual, team and site execution vs. short and long term goals to determine upcoming course(s) of action• Served as liaison between WFHM Distributed Retail Florida Sales Leadership team and fulfillment operations site• Assumed responsibility of both established and upstart processing teams. • Led team of displaced employees to surpass monthly goals and execute site-best funding and quality results during notice period• Designed, implemented and delivered onboard training for team members new to the fulfillment site• Assisted in creating a partner fulfillment site through both direct interaction (travel) and virtual support• Developed annual performance review metrics for individual contributors• Worked in leadership team established to devise and implement site wide programs addressing production, customer loyalty, and Wells Fargo standards & engagement issues.

• Responsible for leading as many as 250 borrowers through varying stages in the refinance process, educating customers on applicable lending regulations and financial aspects of their refinance• Trained in CIP and practiced KYC procedures as part of daily direct interactions with customers• Consistently achieved team- & site- best loan funding and customer experience performance• Represented team and site in operational projects such as inventory management & process improvements