Provided Functional & National leadership to a team of 90+ operations professionals located in 6 US locations responsible for providing escalated support to Fidelity’s 197 Retail Investor Centers, 6 Regional Phone Sites, Web Channels and internal business partners.

Managed a team of fifteen customer service representatives supporting the escalated operational needs of Fidelity's High Net Worth clients with $1M + in assets.

Developed operational metrics & reporting for the department; Managed XTRAC workflow and identified process improvements; Implemented new products and systems; Presented scorecards to management & Senior Leadership.

Managed all aspects for departmental training, developed new training programs, developed internal web site to effectively communicate cross-site initiates, updated training & procedures based on output from departmental quality program, acted as management liaison with Compliance to ensure departmental P&P adhered to Fidelity & Regulatory standards.