• Developed 50+ process maps aligning to enterprise L1/L2/L3/L4 taxonomy, and participated in risk assessments/control updates for key Multifamily areas including Servicing, Common Services, Loss Mitigation, Regulatory Reporting, REO, and Seller/Servicer Oversight• Teamed with system architects on the execution of 16 AWS Cloud migrations for Servicing systems • Served as the sole Business Transformation Consultant/Business Architect in the multi-year development of the Payments Orchestration Service (POS), a cross-divisional system that tracks and reconciles incoming/outgoing fees for Acquisitions, Servicing, and Special Asset Management (REO, delinquent) loans • Wrote Agile documentation (Epic Hypothesis Statements, Lean Business Cases, Discernment Decks), Jira Feature and Child stories, and business context diagrams that helped secure governing body funding for the Payments Orchestration Service, Property Service Platform (PSP), and Centralized Approvals & Delegation Service (CADS)• Created artifacts and documentation supporting the retirement of the Cash Receipts Tracking System (CRTS) asset (included updating of current/interim/target state wire, check, and ACH processes; report analysis; migration of the historical transaction database to the new Payments Orchestration Service)

• Created original BPM documentation for Capital One's Paribus, Jewel, and Wikibuy electronic shopping/coupon platforms (including development of SIPOCs, RACIs, CTQs, FMEAs and 26 current-state L3 processes• Conducted risk and control gap analysis, identifying the need for additional key and operational controls for all three systems; applied resulting controls across all process documentation• Produced multiple collateral and marketing process narratives for the legal and agent-servicing departments in preparation for upcoming audits

• Drove LEAN-based, process-related initiatives, developing strategic intent, streamlined processes and reduced redundencies within the 'Know Your Customer' (KYC) regulatory initiative for Capital One Commercial Bank• Mapped new automation processes that eliminated manual steps, improved end-to-end timelines, and reduced overall costs for onboarding new accounts• Consulted in the creation of new consequence management processes that significantly reduced the volume of aged KYC refresh cases (accounts aged 60+ days declined 75%)

• Transformed business intent into targeted direct mail and digital marketing campaigns. Consulted with internal lines of business to determine project scope, timelines, success metrics, and new tactics to improve marketing strategies and processes.• Addressed audit findings and system updates by rewriting corporate Credit Review proess guidelines and requirements documentation (impacted: Capital One Retail, Commercial Bank, Models, Data Analytics)• Executed Organizational Change Management (OCM) initiatives including creating executive and corporate communications, computer-based trainings, and role- and system-based job aids• Created original content for internal regulatory, information security, and IT risk program websites and monthly newsletters (including Basel II and the Credit & Commercial Infrastructure Program/C&CIP)• Responsible for Command Center and crisis communications for internal software launches and the merging of acquired bank loan platforms

Responsible for managing internal and external communications, public relations, employee and executive communications for international business markets. Worked within the Nu Skin Personal Care and Pharmanex divisions.• Responsible for strategy planning, execution, and management for the NuSkin personal care and Pharmanex herbal supplement brands in nine Asian, South Pacific, and South American markets• Supervised international public relations agencies and teams in assigned country markets, advising on corporate and brand strategies, new product launches and driving inaugural and ongoing press coverage• Wrote speeches, positioning statements, and leadership talking points; conducted intensive media training for divisional president and executives supporting market launches and addressing legal, regulatory, and scientific issues/concerns• Leveraged corporate sponsorships of the Salt Lake City Winter Olympic Games and athlete associations (US Ski & Snowboard Association) to garner publicity for NuSkin and Pharmanex flagship products

Analyzed product and marketplace trends to develop compelling programs targeted to women. Collaborated with external clients on strategies and campaigns that relaunched existing and supported new product launches for Johnson & Johnson brands (Renova, Retin-A), Nu Skin Enterprises, Z-Cote (zinc oxide sunscreen ingredient), Clairol, and Callaway Golf Apparel by Nordstrom.

CLIENTS: Four Seasons Hotels and Resorts, The Peaks at Telluride (Colorado), Spa Finders, St. Lucia Tourist Board, Carefree Resorts, I/SPA• Responsible for the development of public relations plans, press trip coordination and promotions surrounding grand openings for Four Seasons Hotels and Resorts properties in Bali, Mexico City, Istanbul, New York City, and Hawaii.• Extensive writing including client and property press kits, executive speeches, remarks and talking points.• Coordinator and escort for multiple domestic and international press trips to represented travel destinations and hotels. • Developed and executed corporate media tours, press conferences, new product launches, and media events.• Conducted executive media training for clients in preparation for broadcast and print interviews.