Direct strategic initiatives, leading a team of cross-functional employees to deliver change across platforms, processes, and service offerings; manage strategic agenda and portfolio of customer back initiatives. Build and develop high-performing teams overseeing prioritization, development and execution of initiatives to ensure program delivery within strict time and budget constraints. Equally adept at agile (scrum) and waterfall project methodologies.- Led loan servicing division’s data transformation effort for $54MM program to migrate 9 legacy on-premise data platforms with 10 terabytes of data onto new cloud-based infrastructure; impacting 21MM user files, 1,200 compliance controls, 800 operational reports and 8 financial lending models.- Defined and directed Process Improvement agenda for Dealer Line of Business, rolling out Lean/Six Sigma principles for building customer back products, services and experiences across organization of 4,000 associates/20 micro businesses.- Partnered with internal Business Risk Office and Business Process Owners to close regulatory control gaps within 40 operational processes; improving control coverage from 54% to 96% in 4 months.- Drove annual strategic planning cycles, setting leadership imperatives, targets, and roadmaps from established business cases that align to the organization vision; managed quarterly review and project prioritization process with key internal stakeholders to ensure optimization of resources to achieve more than $20 million in annualized cost savings. Monitored overall portfolio health, providing routine updates on program status.- Motivated and led a high performing team to stand up a dedicated digital concierge call center function within 60 days; improved online enrollment by 15% and digital payment rates by 12% within the first 90 days.

Directed and provided oversight of strategic, integrated marketing campaigns and communications programs; led a geographically dispersed team of 15 marketing, communications, analyst and technology employees, overseeing all aspects of marketing, communication, branding, and web content. Leveraged storytelling and creative digital content to drive brand awareness. - Owned development and delivery of executive communications for the SVP of Mortgage Originations and MVP of Mortgage Sales (emails, blogs, intranet posts, national all hands call talking points, quarterly sales summits, MS PowerPoint presentations)- Managed $1 million marketing budget to support sales staff with marketing collateral, advertising development / placement and social media strategies- Developed associate engagement, change management and sales marketing strategies for nine new product launches in 2015, including the industry-leading 90% loan-to-value jumbo loan- Launched three new digital tools (calculators, videos, educational content) and mobile applications to improve mortgage loan officer efficiency and productivity; provided ability to take applications and manage leads, contacts and appointments through iPads- Launched mortgage promotional offer test exclusive for retail bank customers, resulting in 18% lift in lead volume and 38% lift in application volume during test period- Created communications process for the loan originations command center, facilitating front-line communications for 1,000+ employees across three operations sites and nine distributed sales hubs through email, intranet and visual strategies- Managed a team of marketing staff that led sales execution of limited time promotions and cross-sell offers to Capital One’s base of 45 million customers- Managed a team of event coordinators that facilitated Capital One’s participation in local, regional and national real estate trade shows to develop brand awareness and build relationships in the realtor community

Directed and provided oversight of various sales and marketing initiatives for the Centralized Sales Mortgage Division.- Led project to transition mortgage originations marketing call volume from the Capital One 360 Bank call center to the mortgage call center (approx. 4,000 calls per week) to streamline the customer experience and improve call-to-application conversion- Led effort to stand up a secondary centralized sales site in Wilmington, DE (primary site was in Plano, TX), including corporate real estate allocations, network and systems integration, recruiting and interviewing all candidates- Managed sales readiness efforts for annual Black Friday and 100K Miles Venture promotions to originate new mortgage applications, including sales training, FAQ development and sales contest execution- Served as SME and primary sales liaison for web development team during www.capitalone.com redesign effort, influencing all copy and content that was published for mortgage products- Developed pre-qualification best practices and lead conversion training for mortgage loan officers- Partnered with Head of Sales Support to identify and prioritize enhancements and features to build into the Salesforce.com Customer Relationship Management tool- Represented Capital One at multiple trade shows targeting real estate agents looking to partner with new financial institutions / mortgage lenders

Managed the development and implementation of large-scale infrastructure projects and marketing campaigns; developed product and business strategies, spearheading complex initiatives that delivered value-added solutions and created process improvements to enhance productivity and efficiency. Provided recommendations regarding business promotions, marketing strategy and execution, overseeing brand management, product launches, digital marketing, and sales collateral. - Built out retail sales process and lead flow model for ING integration, managing conversion of retail mortgage loan officers from the legacy Capital One originations system to ING's mortgage origination system- Managed projects to transition post closing function from St. Cloud, MN to Plano, TX (ING integration) as well as stand up a new Plano pre-funding operations fulfillment team in Plano in less than 45 days- Launched lead aggregation tool on Capitalone.com website that integrated directly with Salesforce.com customer relationship management software, achieving 18-20% lead capture rate from visitors of mortgage landing pages- Managed project to improve Community Reinvestment Act rating from Unsatisfactory to Outstanding by developing marketing programs to increase originations volume in low-to-moderate income assessment areas; project won Circle of Excellence award in 2012 (Capital One's highest honor)

Managed large-scale infrastructure projects and campaigns for the mortgage originations and marketing & analysis teams.- Developed and led communication and training strategy for national rollout of new mortgage originations system to 300 sales and operations associates (including development of 1,000+ training materials, 200+ pages of procedure documentation)- Led business validation activities for system deployments to ensure new features are functioning as designed prior to releasing to production associates- Provided post-implementation support to trouble-shoot issues related to rollout of mortgage lead management system to 5,000+ associates in Capital One Bank branches- Led multi-dimensional project to migrate the community development mortgage sales and operations associates from Capital One Bank to Home Loans- Partnered with Enterprise teams to rollout visual management strategy (business process management tool) and training to all Plano based Capital One people managers- Managed project to switch tax transcript vendors from Equifax to CoreLogic Credco, including facilitation of train the trainer sessions- Facilitated focus group / round table sessions with executive team to understand areas of opportunity to improve business operations - Coached 15 operations teams on how to execute their ideas to remove inefficiencies in their day to day processes (continuous improvement initiative)

Managed associate engagement, performance management and site consolidation activities for bank operations organization of 2,000+ employees.- Launched and managed the Bank Operations Associate Engagement Network to gain insights and identify concerns related to the cultural integration of Hibernia, North Fork and Capital One- Built a documented, repeatable process for managing timelines and deliverables for Capital One’s semi-annual Performance Management cycles, including the development and launch of leadership email templates to ensure consistency of messaging, impacting 3,000+ operations associates - Led planning, preparation and execution activities for three large-scale reductions in force across multiple geographies in the banking footprint, impacting more than 500 associates over two years- Managed all-associate survey analysis and reporting across bank operations - Consulted on change management activities related to the acquisition of Chevy Chase Bank and subsequent integration of associates and systems - Served as project manager for enterprise-wide initiative to develop a consistent pay and leveling structure for non-exempt operations associates in Card, Financial Services and Bank- Managed pay and leveling rollout for ~300 Chevy Chase Bank associates being integrated into Capital One’s Customer Service and Sales organization- Defined and executed communication strategy for all bank operations associates related to core HR programs and initiatives- Managed semi-annual executive talent management process- Developed and delivered content for foundational management coursework (developing and engaging associates, performance management, etc.)- Crafted leadership / management expectations and learning agendas

Owned direct-to-consumer marketing experience for Capital One’s Blank Check product including web copy, collateral package and email correspondence from lead stage through loan funding.- Facilitated consumer research studies related to ongoing customer satisfaction measurement and new product development- Streamlined customer satisfaction survey to provide more actionable customer feedback for Auto Finance leaders and reduce survey length by 30%- Mapped out end-to-end customer experience for all direct-to-consumer auto lending products to identify customer fall-out and pain points – effort led to broader initiative to redesign touchpoints throughout the customer lifecycle - Leveraged consumer feedback to revamp FAQ section of Capital One Auto Finance website, consumer email communication flow and Blank Check collateral package to update inaccurate information, reorganize structure for easier navigation and reword content with a focus on simplicity and comprehension - Managed relationships with vendors for producing and implementing marketing collateral and campaigns- Managed all transactional (e-mail and print) communications for newly acquired auto finance web customers

- Trained strategic marketing new hires across the state of Texas- Supported division level Strategic Marketing Analysts with land purchase feasibility studies, strategic positioning studies and other research projects- Managed statewide brand consistency efforts in model / sales center merchandising and promotional marketing activities including print, outdoor and other media

- Conducted feasibility studies to assess competition and consumer demand for all new land purchases – the most notable of which became Pulte’s first $80 million multi-generational community in the state of Texas (Frisco Lakes by Del Webb & Waterstone by Pulte Homes) - Facilitated focus groups to build out submarket maps for all of Dallas / Fort Worth to categorize desirability, affordability, supply and demand across the metroplex – effort enabled division to focus on most profitable market opportunities - Advised executive management team on appropriate product series, amenities and pricing for new communities- Analyzed under-performing assets and oversaw execution of action plans to increase consumer traffic and sales volume- Collaborated with executive management team to develop the annual strategic business plan and identify the most profitable market opportunities- Led monthly community business reviews identifying opportunities for new sales promotions based on competitive analysis and market performance

- Planned and managed $1.5 million marketing budget- Negotiated placement contracts for various print publications and outdoor media- Managed vendor relationships to design, approve and implement print ad and direct mail campaigns- Designed in-house flyers for individual community collateral- Wrote marketing web copy selling features and amenities of D/FW communities- Wrote and delivered weekly advertorials to the Dallas Morning News and Fort Worth Star Telegram featuring one of Pulte’s 30+ new communities each week - Coordinated Hispanic marketing efforts for trade-show, print and outdoor presence- Managed internal company events for small (20) and large groups (500+) including site selection, activities and catering- Managed college recruiting efforts including presentation and collateral design, pre-screening candidates and attending job fairs

- Wrote and published internal monthly newsletter for Louisiana Department of Natural Resources employees highlighting environmental conservation efforts across the state- Clipped, copied and distributed all relevant news articles regarding natural resource stories printed in major state publications (New Orleans Times Picayune, Baton Rouge Advocate, Shreveport Times)