Motivational manager with a track record of success in leading teams of 14-50 professionals across various departments, including Customer Care, Fraud Prevention, Card Security, Mortgage, SWAT and Private Wealth. Currently managing the Premier team, focusing on developing multi-skilled teammates who provide exceptional service to our affluent clients. Key Accomplishments:• Consistently achieved the highest manager survey scores in the Client Care Center, year over year.• Leading engagement for the entire contact center, resulting in higher teammate retention rates, client outcomes and better days at work.• Act as a mentor to new leaders in contact center and provide tools for their success.• Transitioned four teams of Care teammates to Mortgage ad hoc, allowing the bank to meet investor guidelines for service levels within two months. • Started and successfully ran the multi-skilled and situational SWAT team, built to help rapidly train and deploy a team to help groups struggling with service levels.• Maintains the highest teammate retention and promotion rate in the contact center.• One of two site leaders for Orlando – Chancellor building, and back-up site commander. • Actively engaged in multiple business resource groups, helping Truist’s diversity, equity, and inclusion goals. • Planned and ran Orlando contact center volunteer events for several hundred teammates in both community development (CRA) events, and local volunteering.

Summary: Dedicated coach with a focus on developing and improving the skills of teammates in their current roles while helping them pursue career advancement opportunities within the bank. Experienced in leading teams in Customer Care and Private Wealth Management, where I have coached teams to consistently meet OSAT, financial solution goals among other KPIs. Helped teammates pursue career advancement opportunities within the bank. Conducted trainings for new hires and teams in other centers to ensure consistent service across the bank. Held weekly coaching sessions with teammates to identify areas of opportunity and leverage areas of strength for better client and teammate outcomes.Key Accomplishments:• Received the 2013 Gold Service Excellence Award for being within the top 2% of performers, company-wide.• Coached the only team in Orlando to consistently meet OSAT and financial solution goals for 2013-2014• Participated in planning floor-wide activities to boost morale and raise funds for teammate events.• Acted as the Mass Affluent Champion for Orlando, ensuring all teammates are equipped to service mass affluent clients.• Selected as the new Sales Champion for Orlando, driving results through meetings with coaches and floor contests.

Worked directly with clients to satisfy their initial needs and concerns, elevate their experience with SunTrust, as well as identify opportunities for them to expand their relationship with the bank.Key Accomplishments• Earned the 2012 Platinum Service Excellence award, awarded to the top 1% of performers company-wide.• Selected to work in a number of smaller, specialized queues on top of normal work to focus on client satisfaction, including eBanking and Mass Affluent clientele.• Achieved Top Performer recognition for 7 months in 2012 and 4 months in 2013 before being promoted to coach.• Chosen to mentor new hire class due to my knowledge of systems, policies, and procedures, as well as my consistent performance.• Consistently met department core booked product goal with an average of 17.6 per month, thirty percent above the goal.