• Managed overall function of the Diagnostic Imaging Support Services department to include pre-registration pre-authorization procedures, in order to financially clear diagnostic exams for all Lifespan facilities (500-600 daily) while managing staff of 15-20 full time employees.• Primary advocate for outpatient services to department heads at Rhode Island, Miriam and Newport hospitals to ensure all concerns were addressed, regarding escalations, complaints, troubleshooting, process improvement and new process initiation.• Served as liaison to other departments and outside organizations on internships, process improvement, department policy and procedure, evaluation of special circumstances and exceptions.• Implement new initiatives and improve operations for established workflow regarding work queue assignments and patient record keeping for Nuclear Cardiology department.• Direct supervisor, responsible for hiring, performance management, training and operations.

Lincoln RIMerrill Edge is a Subsidiary of Bank of America and has expanded significantly to the Lincoln RI region. Obtained Series 7 and 66. Assisting customers with transition of Estate, Trust , Retirement, Brokerage, UTMA/UGMA and 529 accounts, with strong focus on asset retention

Manager of Customer Assistance Center.Primary function centers around customer acquisition with regards to loan modifications. Focus on direct bank customer outreach, as well as, nonprofit agencies working with distressed home owners in need of assistance. Proven track record regarding operations and customer acquisition initiatives.Demonstrating success with regards to marketing strategy and strong business acumen with regards to territorial market stategy and business partner education. Also responsible for management of office staff proficiency and performance. mobile tours, presentations,project management, escalatons, bank liaison and workflow

Daily management of Customer Assistance Specialists, servicing loan modification customers throughout New England, mainly out of Dedham, MA. Responsible for daily appointment scheduling and mentoring new associates.Meet daily with customers and handling escalations, as well as, inter department, non profit and government escalations and inquiries, as well as routine follow up on existing service in process.Travel extensively throughout all New England states to represent Bank of America, serving as a liaison for special community, government and customer events, which included public speaking, training and face to face customer interaction. Customer Assistance Specialist, promoted to Assistant Manager in June 2011.

Manage and administrate daily activities of all Workflow Department and Service Representatives, ensuring optimum service levels, while complying with department standards.Responsible for department training, scheduling, task management, employee reviews, corrective action, monthly reporting ,analysis of critical errors, regarding client transactions, and resolution. Department Liaison to Governance / Compliance, as well as Risk Management and Sales divisions. Participated and presented in weekly and monthly inter-department and project manager meetingsResponsible for monitoring, researching, editing and approving responses to customer and public complaints and inquiries, ensuring compliance to all policies and procedures. Investigated and reported all suspected fraudulent activity.