Providing strategic and tactical expertise in multiple consulting engagements.• Implemented a referral model with Bain Consulting for their client company.• Reviewed the Digital Native Bank environment for a hedge fund exploring entry into the space.• Client Acquisition, on boarding and engagement techniques.• Best practices in providing a winning client experience for Wealth Management in the high-net worth segment.

Served as Lead Product Owner for implementation of Saleforce.com, including AI capabilities across Wealth Management, US Retail, Private Bank, and Small Business (12K users). Recruited, on-boarded, coached, and managed a team tasked with ensuring banking and investment functions were available via digital channels (call center, branch, online and mobile). Ensured digital functionality was compliant when integrated into bank’s global system product processors via launch calls / working sessions between consumer, business, and project workstreams. • Generated $172M save over 10 years by implementing Salesforce.com and retiring legacy systems, 34% increase in NPS, 32% increase in lead conversion. • Spearheaded sprinting of 2K+ user stories within Agile project environment between multiple lines of business to assure products and services were digitally viable.• Produced 25% improvement in productivity and time savings from reengineered 360-degree view, account maintenance, and sales lead execution.• Delivered 7 Salesforce releases with zero critical defects prior to implementation by clearly defining user stories and collaboration with SIT, UAT, and friendly user testing.

Led company’s Book of Business implementation, a CRM tool to support client experience initiatives. Tool enabled clients to be supported by Bankers in branch they prefer to transact and incorporated a dashboard with interactive graphs that Bankers used to target clients for servicing, digital engagement, and cross sell within strict information security, compliance, and AML parameters. Managed multi-disciplinary team from Sales, Operations, Compliance, Legal, and Product to define requirements (via Agile process) and deployed changes in a reengineering effort.• Grew branch footings 15% vs. 4% for control group and deposits grew 16% vs. 7% for control, strengthening bank’s margins.• Increased booked loans 30% by interfacing with Credit Team to produce a POS pre-approved credit account opening system. • Created simplified Teller referral to Banker process with streamlined scripting resulting in 50% increase in referrals with a booked sale.

Headed outbound calling strategy and vendor relationship for Lead Management System.• Structured on-boarding outreach initiative, maximizing retention and cross selling via automated triggers that aligned with Net Promoter, Key Driver, and J.D. Power metrics.• Analyzed data to develop sales prospects by comparing client profiles and behaviors and determining those with a thin relationship to similar clients with a deep relationship.

Responsible for designing and enhancing the Citi Financial Planning Application (CitiPro) application and its financial planning report. The financial plan integrated Citi’s banking, investments and insurance offerings. This integration simplified client’s goal implementation and expedited Citi’s revenue realization

Formulated and implemented company- wide directives and reported directly to the Chief Operating Officer of Citicorp Investment Services. Managed investment team work groups and produced business requirements for the Smith Barney clearing broker conversion project, EAB acquisition and the Golden State Bank insurance policy account conversion.

Managed a team of 25 bank and investment officers, 3 Supervisory Principals, and 65 Acquisition Officers who supported a client acquisition effort. Coordinated and managed the movement of a New York based brokerage, banking, and customer service business group to Texas effectively reducing expenses by over 50%.

Strengthened and developed relationships of corporate business groups and high net worth global clientele (Licensed in FINRA 6, 7 ,63, 65, 24 as well as Life, Health and Property & Casualty Insurance)

Executed trades on-line or directly with floor personnel for all aspects of securities trading. Facilitated the interface of several business groups including systems, trading, foreign currency, funds transfer, tax shelter, trade settlement, margin, cashiering, e-mail, reorganization, order room, cage, and client experience. Monitored account activity and ensured proper settlement of various transactions to comply with all FDIC, SEC, FINRA, and NYSE rules, regulations, and AML policy.