-Responsible for driving Enterprise customer listening initiatives, real-time customer interaction analysis, and product development to care for 100MM customers-Lead cross functional teams consisting of operations, business analysts, data scientists, data engineers, software engineers, product managers, and designers from product ideation through to multiple lines of business production deployment-Lead product benchmarking and net promoter score programs

-Accountable for Dealer onboarding, payments, disbursements, investigations, lien perfection, complaints, and collections across a $40B annual originations portfolio consisting of 17,000+ dealer relationships-Led a cross functional experience of operators, product managers, process managers, software engineers, designers, data scientists, business analysts, and data engineers to solve for complex data problems with a focus towards standardization, automation, and solution reuse-Obsessed with customer-backed & self-service data solutions

-New product and project initiatives-Social Innovations & Corporate Social Responsibly-Customer analytics & product insights-Management Rotation Program (MRP) development advisor

-Designed project management strategy and execution for Financial Services-Coordinated project intent and execution among Financial Services leadership, local lines of business, and corporate initiatives-Infused program improvement and process engineering methodologies in applicable projects-Management Rotation Program (MRP) development advisor-Focus areas: strategic initiatives, community partnerships & social innovation, customer complaints resolution, audits & regulatory exams

-Designed project management strategy and execution for Financial Services-Coordinated project intent and execution among Financial Services leadership, local lines of business, and corporate initiatives-Project Management Development Program (PMDP) advisor-Project highlights: Operations Lead for Home Loans Credit Bureau Reporting and Disputes, SXSW Sponsorship, Techweek Dallas

-Designed project management strategy and execution for Financial Services Enterprise Services-Coordinated project intent and execution among Financial Services leadership, local lines of business, and corporate initiatives-Infused program improvement methodologies in applicable projects

-Served as a liaison between ING DIRECT and Capital One to facilitate integration activities across all lines of business-Responsible for design and execution of special projects at direction of senior leadership-Worked with senior leadership to coordinate business operations Legal Day One closing checklist in sale of ING DIRECT and ShareBuilder to Capital One

-Negotiated and drafted contracts relating to procurement of information technology, mortgage services, bank operations, marketing, printing, fulfillment and promotional materials and services, other products, statements of work, business process outsourcing, and consulting services-Developed and updated legal templates and processes for procurement activities resulting in streamlined sourcing efforts and improved speed to execution-Configured and implemented a 3rd party contract management solution, Selectica, for enhanced contract lifecycle management-Participated in Bank sale M&A diligence -Responsible for timely assignment of all Bank contracts ensuring business continuity and contractual compliance post sale

-Negotiated, reviewed, and drafted vendor contracts for the business units within ING DIRECT in compliance with ING DIRECT's procurement policy-Worked with business unit executives and decision makers to ensure business needs were met while also protecting ING DIRECT through sound contract drafting and execution-Reviewed business unit spend reports and overlapping vendor services across multiple departments in order to identify cost saving opportunities for ING DIRECT-Assisted with legal projects as assigned by in-house counsel, such as: researching regulations, drafting position memos, and updating internal bank policy

-Evaluated mortgage applications, credit reports, and income documentation to determine loan approval or denial status based on ING DIRECT's guidelines-Worked with mortgage brokers and loan coordinators to ensure loan documentation complied with ING DIRECT's guidelines-Underwriting lending authority $600,000

-Evaluated mortgage applications, credit reports, title reports, appraisals, and income documentation to determine loan approval or denial status based on Indymac Bank's guidelines-Worked with mortgage brokers, business development managers, and customer account managers to secure documents required to close mortgage applications-Certified in underwriting prime and non-prime loans up to $650,000

-Evaluated mortgage applications, credit reports, title reports, appraisals, and income documentation to determine loan approval or denial status based on investor guidelines-Advised sales managers on how to structure mortgage applications to conform to investor guidelines-Ensured corporate underwriting policy was carried out through all phases of the mortgage application and closing process

-Administratively adjudicated workers' compensation claims from various federal agencies in compliance with standards set forth in the Federal Employees' Compensation Act-Drafted development letters, denial letters, and acceptance letters advising federal workers of their claim status-Impartially advised both the employing agencies and their respective employees/claimants during the initial adjudication phase of the claims process -Developed and executed a training program to prepare the initial adjudication unit for new compensation software

-Researched and drafted interrogatories, request for admissions, and request for documents -Assisted in compiling a fee application-Drafted motions to dismiss or convert Chapter 11 cases for undue delay

-Prepared research write-ups for the law and motion calendar-Assisted in the adjudication of four administrative mandamus actions-Observed a bench trial involving property tax issues and drafted a statement of decision