Handpicked to assist and lead major enterprise programs to significantly increase customer satisfaction at Bank of America.. Identify top 10 enterprise customer problems based on customer complaints and operational data, determine the root causes, and work directly with LOB executives to eliminate/reduce problems and complaints.* Implemented 100+ corrective projects and moved transactions to digital environment where possible. Significantly reduced top 10 complaints and increased first contact resolution. Achieved an increase of 3 points on the national ASCI survey 2013 results.* Led Account Maintenance and Customer Contact Data programs, 2 of 8 of a possible 25 projects selected for the #1 corporate initiative, Project Better. Established the first set of standards for managing customer contact data.

Selected to identify, prevent, and mitigate operational risk issues. Teamed with LOB Executives to proactively address issues and drive a risk culture and framework that could stand up to OCC scrutiny. Reported monthly to the Board-appointed Risk Committee on overall health, status, issues, and mitigation execution plans.* Addressed company policy/regulatory compliance as well as liability, recovery, and impact on reputation. * Resolved credit reporting, outbound calling, online, ATM, and digital transaction issues.* Developed alternative staffing models to minimize turnover, increase coverage, and elevate skillsets.

GWIM Business Exec- Operations; LOB Transition Executive. Advised senior management, determined and implemented improvements, and managed national support for legacy PB&I business unit; developed and executed long-range strategic plans/ processes/programs, implemented short-term tactical initiatives to enhance unit/product lines, production, and service quality. Implemented and monitored technology updates/changes to ensure operational productivity and effectiveness. Maintained role as LOB Business Transition Executive. 2006/2007 LOB Client Delight Executive.* Led award winning Six Sigma Client Rationalization Project to determine where and how best to service clients’ portfolios and Bank of America’s best interests. Managed multiple projects including segmentation, alternative delivery, portfolio reassignment, and portfolio management.* Launched 3 Client Relationship Centers to enhance customer support while meeting corporate goals.* Executed 2 flawless back-to-back merger transitions for legacy PB&I, LaSalle (2006), Countrywide Investments (2007) by focusing teams on both LOB execution and change management activities. Also lead Merrill Lynch transition for PB&I.

Joined Premier Banking and Investment as Transition Program Execution Manager. Led team of consultants supporting the Bank of America / Fleet Boston merger transition projects and initiatives. Created PMO to align business goals with technology spend and ensure accountability and governance within Six Sigma framework. Supported Executive with day-to-day responsibilities and ad-hoc needs; supported Senior Leaders with all aspects of program planning and service / fulfillment issues.* Credited with the timely, flawless execution of Premier Banking transition initiatives across the NE. Established core team of individuals to implement all transition initiatives and support the build out of Premier Banking in the NE. Led all aspects of implementation planning, Client and Associate experience, communications, systems conversion and training. Completed September 2005.* Built core team of individuals to address immediate business goals and plan for 2005 initiatives, successfully executing all major PB&I initiatives.* Resolved service and fulfillment issues in support of LOB. Provided matrix management to engage all business partners. Managed technology relationship and engagement with PB&I.