-Develops and executes strategies to increase library membership and patron engagement.-Identifies and addresses areas of patron data security risks, increasing trust and reputation within the community.-Provides essential support for library functions and aiding patrons with account issues and setup, use of technology and resource utilization.-Directs work by delegating daily tasks to team members and ensures the timely, accurate completion of assignments for enhanced patron experience..-Assists with strategic planning by identifying key trends and factors to improve library usage and engage non-users by analyzing census, city, and library data.

In this role, my primary objective was to design training content and facilitate training sessions for teams to ensure understanding of new processes and adherence to policies and standards. In addition, I evaluated key risk indicators (KRIs) to identify new trends and causes of major variance in decision making. I reduced compliance risks by complying by monitoring regulatory requirements and updating policy/procedure, and training with changes. Here I was accountable for supporting decision-making and corrective actions by communicating financial findings with senior leadership and non-technical business partners. I also manage departmental data by leveraging Excel, Moody's Analytics, Access.Below are my career highlights:-Led the successful implementation of ServiceNow framework and policy to a team of 150 credit analysts, underwriters, and relationship bankers over a 3 month period.-Presented complex credit analysis and recommendations to leadership and non-technical partners for additional discussion, collaboration, and corrective action -Led initiatives impacting cross-functional departments to improve credit policy and procedure to mitigate compliance risk and improve quality performance and decision making-Collaborated with internal parties to determine root cause of material risk and resolve it within regulatory requirements-Identified common errors and gaps in training and policy for credit analyst team and design training content and facilitate training sessions for first- and second-line teams to ensure understanding and adherence to policies and standards.

This position was another good opportunity for me where I reduced compliance and regulatory risks by evaluating policy/procedure for gaps, improving job aides, and mentoring/coaching junior underwriters with their decision making, improving department's risk rating. In my day-to-day operations, I liaised with 3-5 customers weekly to discuss mutually agreed upon workout solutions for appropriate repayment plans and property retention. Here I served as a Subject Matter Expert (SME) for the department in quarterly Enterprise Risk Management (ERM) round tables to discuss training gaps and resolve potential compliance, regulatory, and reputational risks. I also Implemented quality assurance reviews to improve overall program efficacy.Below are my key accomplishments:- Increased 14% risk management quality and production score by ensuring compliance with operational and risk management policies.- Managed income analysis and cash flow for individuals and corporations to render credit decisions with a 95% YTD average acceptable rating.- Finalized 15-20 monthly credit risk and cash flow decisions by assessing credit reports, financial statements, applicable ratios, and supporting documentation to ensure accurateness.

In this role, I supported verbal and written communication with title companies, borrowers, realtors, and attorneys to negotiate purchase proposals and close costs for property liquidation. I was responsible for reducing training and program gaps and mitigating various departmental risks while serving as subject matter expert. I leveraged fraud investigative techniques and practices to mitigate fraud-related losses. I also liaised with senior leadership to resolve material HUD compliance risk and met all regulations.Below are my notable achievements:- Enhanced 90% average quality score rating with various monthly scores.- Recognized as Service Member Finalist for delivering exceptional risk management and customer service.- Oversaw various projects with pipeline of 40+-liquidation applications end-to-end such as negotiation, initial request, decision, and closing.- Increased team's quality rating by 10% (from 77% to 87%) by conducting peer reviews and delivering feedback, reducing the department risk rating.- Administered 20 credit risk projects monthly by completing evaluations and continuous monitoring of policy/procedure and program compliance.- Finalist for 2019 Service Member Award, a nomination only 1% of employees receive for exceptional risk management and customer service.