Manage team supporting the Commercial Bank and Professional Services portfolio which encompasses the following:Commercial Bank, Payments, Finance, Human Resources, Corporate Center, Corporate Legal, Risk, Risk Review, Enterprise Business Technology, Contact Center/Intelligent Automation and Corporate Real Estate.

Manage team supporting the Professional Services portfolio which encompasses the following:Finance, Human Resources, Corporate Center, Corporate Legal, Risk, Risk Review, Enterprise Business Technology, Contact Center/Intelligent Automation and Corporate Real Estate.

Supporting Enterprise Business Technology (EBT), BPO and Contact Center

Supporting Enterprise Business Technology (EBT) and BPO

● Manage and oversee day to day operations across the account to ensure that SOW and SLAs are being met.● Continuously build and maintain strong relationship with executives and key contacts across the account through daily communication and weekly meetings.● Lead a team of 7 direct reports and various service teams across the country to meet the needs of the client and address any issues that arise on a daily basis.● Manage and execute projects across the enviroment nationwide (From project inception, project plan development, project tollgates and follow up after project completion) ensuring that strong communication is maintained through the process.● Work with various cross functional teams utilizing various forms of communication.● Oversee monthly billing to ensure accuracy and client satisfaction (Billing of aprox. $800K/month).● Work and review budgets and expenditures to ensure that operational excellence is achieved.

● Project lead responsible to establish project requirements with the client, develop project plan, oversee project execution and ensure that all timelines and deadlines are met and communicated effectively.● Analyze weekly, monthly and quarterly financial and operational data to ensure that all SLAs are being met in accordance with the SOW.● Work with a team of 20+ employees across various departments (operational and billing) to ensure that daily operational scenarios are handled in a timely manner and communication with the customer is maintained.● Lead weekly calls with direct reports as well as the customer to review operations and various working CADs.● Prepare and present all reporting to the management on a weekly and ad hoc basis as well as to executives on a quarterly basis in the QBRs.● Work with peers across business units to share and train on best practices.

● Responsible for working with billing organization to ensure all revenue was captured.● Led billing optimization project that reduced the number of yearly billing errors from 200+ to less than 10 (95% reduction).● Managed the meter collection process through utilizing the XOS tool suite as well as various associates across the enterprise.● Responsible for presenting invoices to over 20+ site managers on a monthly basis and delivering any ad hoc reporting requests.

● Responsible for developing business in new market segment for the company (Remodeling Market) by determining the segment needs (product, marketing, training, etc.).● Developed, scheduled and executed various training with distributors as well as customers to spread product knowledge and grow market share.● Grew market segment from inception to $750K within the first year and to over $2M within the second year.● Developed Therma-Tru R&R college training program to educate peers as well as strategic distribution partners.● Coordinated, set-up and supported local and national trade shows.

● Managed the coordination, printing and distribution of various POP and promotional material for the Lowe’s national account.● Analyzed and updated the brand page and tracking information on a monthly basis.● Provided strategic support for various MarComm projects.