Implements 𝐜𝐡𝐚𝐧𝐠𝐞 𝐢𝐧𝐢𝐭𝐢𝐚𝐭𝐢𝐯𝐞𝐬 𝐢𝐧𝐯𝐨𝐥𝐯𝐢𝐧𝐠 𝐦𝐚𝐣𝐨𝐫 𝐜𝐥𝐢𝐞𝐧𝐭𝐬 such as Kaiser Permanente, Santander Bank, JetBlue, USPS, and several local and multinational customers. Secures buy-in from business executives, team leads, and other stakeholders to synchronize plans and ensure timely execution. 𝑲𝒆𝒚 𝑪𝒐𝒏𝒕𝒓𝒊𝒃𝒖𝒕𝒊𝒐𝒏𝒔:🚩 𝐒𝐭𝐚𝐧𝐝𝐚𝐫𝐝𝐢𝐳𝐞𝐝 𝐢𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧 𝐨𝐟 𝐦𝐮𝐥𝐭𝐢𝐩𝐥𝐞 𝐫𝐞𝐜𝐮𝐫𝐫𝐢𝐧𝐠 𝐜𝐡𝐚𝐧𝐠𝐞 𝐜𝐲𝐜𝐥𝐞𝐬 by creating a written system and obtaining approval and support from key business and project leads.🚩 Developed 𝐤𝐞𝐲 𝐚𝐜𝐜𝐨𝐮𝐧𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐦𝐞𝐚𝐬𝐮𝐫𝐞𝐬 𝐚𝐧𝐝 𝐭𝐚𝐫𝐠𝐞𝐭𝐬 for own role which helped determine personal and project milestones and objectively measure success. 🚩 Addressed client needs by serving as 𝐒𝐮𝐛𝐣𝐞𝐜𝐭 𝐌𝐚𝐭𝐭𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐭 and providing comprehensive support as an overnight change manager. 🚩 Obtained 𝐏𝐮𝐛𝐥𝐢𝐜 𝐓𝐫𝐮𝐬𝐭 𝐬𝐞𝐜𝐮𝐫𝐢𝐭𝐲 𝐜𝐥𝐞𝐚𝐫𝐚𝐧𝐜𝐞 to perform work for the United States Postal Service (USPS).

𝘐𝘯𝘵𝘦𝘨𝘳𝘢𝘵𝘦𝘥 𝘗𝘭𝘢𝘯𝘯𝘪𝘯𝘨 𝘢𝘯𝘥 𝘋𝘦𝘭𝘪𝘷𝘦𝘳𝘺 𝘪𝘯 𝘍𝘪𝘯𝘢𝘯𝘤𝘪𝘢𝘭 𝘈𝘥𝘷𝘪𝘤𝘦 𝘢𝘯𝘥 𝘚𝘰𝘭𝘶𝘵𝘪𝘰𝘯𝘴 𝘎𝘳𝘰𝘶𝘱Entrusted to lead a wide range of change initiatives, including 𝐞𝐧𝐭𝐞𝐫𝐩𝐫𝐢𝐬𝐞-𝐰𝐢𝐝𝐞 𝐭𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐚𝐭𝐢𝐨𝐧𝐬 and even minor process improvements. Created sound change strategies, applied Prosci principles, and used extensive knowledge of the change discipline to engineer successful outcomes, efficiencies, and high employee adoption.𝑲𝒆𝒚 𝑪𝒐𝒏𝒕𝒓𝒊𝒃𝒖𝒕𝒊𝒐𝒏𝒔:🚩 𝐈𝐧𝐬𝐭𝐫𝐮𝐦𝐞𝐧𝐭𝐚𝐥 𝐢𝐧 𝐭𝐡𝐞 𝐬𝐮𝐜𝐜𝐞𝐬𝐬𝐟𝐮𝐥 𝐫𝐨𝐥𝐥-𝐨𝐮𝐭 𝐨𝐟 𝐚 𝐧𝐞𝐰 𝐜𝐚𝐥𝐥 𝐫𝐞𝐜𝐨𝐫𝐝𝐢𝐧𝐠 𝐩𝐥𝐚𝐭𝐟𝐨𝐫𝐦 (𝐍𝐈𝐂𝐄 𝐄𝐧𝐠𝐚𝐠𝐞) 𝐭𝐨 𝐦𝐨𝐫𝐞 𝐭𝐡𝐚𝐧 5,000 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐬𝐞𝐫𝐯𝐢𝐜𝐞 𝐫𝐞𝐩𝐫𝐞𝐬𝐞𝐧𝐭𝐚𝐭𝐢𝐯𝐞𝐬 𝐚𝐜𝐫𝐨𝐬𝐬 𝐭𝐡𝐞 𝐜𝐨𝐮𝐧𝐭𝐫𝐲. Achieved favorable results by working closely with the project team, facilitating focus group discussions with frontline staff and management, identifying needs and mitigating potential derailers, and developing a training and implementation strategy.🚩 𝐒𝐞𝐫𝐯𝐞𝐝 𝐚𝐬 𝐜𝐡𝐚𝐧𝐠𝐞 𝐩𝐚𝐫𝐭𝐧𝐞𝐫 𝐥𝐞𝐚𝐝 𝐟𝐨𝐫 𝐚 𝐩𝐫𝐨𝐣𝐞𝐜𝐭 𝐚𝐟𝐟𝐞𝐜𝐭𝐢𝐧𝐠 𝐚𝐥𝐥 33,000+ 𝐔𝐒𝐀𝐀 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞𝐬. The program aimed to improve employees’ financial security by putting in place a new Employee Credit Counselling program.

Served as the face of USAA in Virginia, Maryland, and New York. Challenged to upskill team members, hit targets, and deliver unparalleled customer service and a high-touch experience to members.𝑲𝒆𝒚 𝑪𝒐𝒏𝒕𝒓𝒊𝒃𝒖𝒕𝒊𝒐𝒏𝒔:🚩 Coached teams to focus not only on service, but also on sales and profitability. Enabled teams to quickly identify opportunities, provide targeted solutions, and close deals. Efforts resulted in a 20% 𝐢𝐧𝐜𝐫𝐞𝐚𝐬𝐞 𝐢𝐧 𝐜𝐨𝐦𝐦𝐢𝐬𝐬𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐚𝐧 𝐨𝐯𝐞𝐫𝐚𝐥𝐥 𝐫𝐢𝐬𝐞 𝐢𝐧 𝐛𝐫𝐚𝐧𝐜𝐡 𝐩𝐫𝐨𝐟𝐢𝐭𝐚𝐛𝐢𝐥𝐢𝐭𝐲 𝐛𝐲 +10% 𝐲𝐞𝐚𝐫 𝐨𝐯𝐞𝐫 𝐲𝐞𝐚𝐫.🚩 Coached, nurtured, and influenced dozens of people that were 𝐩𝐫𝐨𝐦𝐨𝐭𝐞𝐝 𝐭𝐨 𝐥𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 𝐩𝐨𝐬𝐢𝐭𝐢𝐨𝐧𝐬.

𝐖𝐨𝐧 𝐭𝐡𝐞 𝐃𝐢𝐬𝐭𝐫𝐢𝐜𝐭 𝐀𝐰𝐚𝐫𝐝 𝐢𝐧 2009 𝐟𝐨𝐫 𝐚𝐜𝐡𝐢𝐞𝐯𝐢𝐧𝐠 𝐭𝐡𝐞 𝐡𝐢𝐠𝐡𝐞𝐬𝐭 𝐝𝐢𝐬𝐭𝐫𝐢𝐜𝐭 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐚𝐧𝐝 𝐩𝐫𝐨𝐝𝐮𝐜𝐭 𝐯𝐨𝐥𝐮𝐦𝐞. Led a team of associates in the Loudoun County district to achieve consistent sales, service and operational excellence. Mentored and coached 16 Branch Managers and integrated the skills of the District Sales and Service and District Operations Consultants to advance the team. Leveraged the business partners in Capital One Financial Advisors, Home Lending and Small Business to deliver a united and profitable brand to clients.