Director of Operations for the BrightWay Credit Card product, our mission is to deliver clear and fair value to hard working Americans in need of building a better relationship with credit.

Customer experience leader responsible for customer experience and digital product sales growth at Capital One Retail and Direct Bank. Leadership oversight for 400+ employee contact center operations to include strategic planning, digital sales strategy, customer experience, talent development, and change management.In recent years, I’ve led operations teams through the strategy work behind the integration of two decentralized businesses into one with the combination of Capital One’s local banks and ING DIRECT, USA. Throughout this business transformation I have contributed meaningful change in the areas associated with the customer experience, product strategy, and long-term execution of the digital sales agenda.

In true start-up fashion, I executed the creation and development of the Wilmington Customer Experience Center including the recruitment, training and engagement of 200+ Associates within a 12-month period.

Market Leader for an innovative team of sales & customer experience associates in mid-town Manhattan. Our space served as a bank for digital first consumers, networkers, entrepreneurs, techies, students, and non-profit organizations. Implement strategies to improve ROI with focus on brand awareness, Customer experience, account acquisition, financial literacy, business development, and community relations.During my tenure I led the New York Team through the brand conversion from ING DIRECT, USA to Capital One 360. I supported national digital product sales efforts to increase our account growth by 20% and delivered a 110% increase in sales year-over-year.Our store was awarded with Volunteer Team of the Year for Outstanding Volunteer and Leadership Efforts in response for our support after Hurricane Sandy.

Coached, mentored, and educated a team of 20 - 25 Sales Associates to exceed performance standards pertaining to customer experience and acquisition goals. Responsible for all aspects of associate development and engagement, delivered a 94% team engagement score during my tenure.Commended with the receipt of National Sales Coach of the Year award in recognition of exceptional performance and achievement of key organizational goals and metrics.