Recognized as a strategic leader early on in my career with Wells Fargo (WF), I was steadily promoted within foreign exchange (FX) client services and business development to my current role as the Vice President for contract and payment operations and investigations. I currently lead three operations managers and support 42 team members worldwide.Key Accomplishments:▶ Shifted performance goals and implemented incentives to reward innovation, risk management, cost reduction, and automation. Increased employee engagement, developed new career paths, and improved client service offerings.▶ Directed system automation and customer education project. Implementation reduced multi-currency account investigations from 12 to 3 business days, yielded cost savings of over $2M in the first year, and boosted customer experience scores.▶ Transitioned over 10,000 multi-currency accounts to a new platform to meet external audit requirements. Project was executed with minimal customer impact and within the established timeline.

I led an elite customer success team spread across multiple geographical locations. Our operations supported corporate, commercial, and global financial institutions, as well as FX and WF International Treasury Management Suite (ITM) clients.Key Accomplishments:▶ Hired staff, oversaw team member onboarding process, provided ongoing coaching and feedback, as well as recognized and developed employees.▶ Directed team on legacy Wachovia conversion-related activities for all International Treasury Management products and FX online customers. Converted over 7,000 customers without an increase in staff.▶ Maintained internal quality audit average of 98.6% on customer communication and overall client experience.

I was hired by Washington Mutual (Chase Bank) to turn around the FX department and restore operational stability.Key Accomplishments:▶ Led customer service and operations teams, located in the United States and Canada, accountable for processing and servicing foreign currency products including cash letters, wire transfers, drafts, and collections.▶ Developed and implemented tactical business, sales, and marketing strategies to increase product awareness, market share, and company profitability.▶ Produced an FX roadshow for 37 different United States regions to educate Washington Mutual branch personnel on the benefits of FX payments as well as ease of payment formatting and selling points. Increased FX business revenue and volume by 500%.

Customer Experience strategy, quality assurance and performance. This was additional to my position as Director of FX Payments and services.