Responsible for execution of key initiatives which directly support the strategic plan for the Consumer BankManage a team of project managers and analysts who each own programs and functions that directly tie to strategic objectives committed to at the highest levels of the company internally as well as regulators and shareholders externallyPartner with various stakeholders throughout the lifecycle of a project or program, including executive leadership, to ensure vision is shared and intended benefits are archivedPrioritize work within the Consumer Bank portfolio to ensure balanced approach to enable delivery of transformational initiatives, while maintaining business as usual needsAdvocate for the associate and customer experience in prioritization and design of non-Consumer Bank driven initiativesIdentify opportunities within transformation efforts to drive incremental valueCustomer journey mapping to identify current and future state of business processesDevelop new business architecture practice within Consumer Banking group to support transformation initiatives

Drive Consumer Banking priorities across various transformation initiativesIdentify opportunities within transformation efforts to drive incremental valueCreate disciplined approach to tie together strategic business objective with technology priorities and create shared value Customer journey mapping to identify current and future state of business processesDevelop business architecture practice within Consumer Banking group to support transformation initiatives

Drive efficiencies within the Contact Center through analytics by deploying solutions and strategies that transform the customer interaction model from primarily voice to lower-cost self-service options, while concurrently improving sales performance and reducing fraudManage an organization of various teams consisting of business systems, business intelligence, communication, project, and agile business resources to drive support and execution of contact center strategy Develop and implement Contact Center call reduction and digital migration strategies by partnering with Digital, Marketing, Fraud, Retail, and Technology leaders to impact customer behavior and reduce overall frictionExecute on enterprise-wide digital transformation, automation, AI, and core banking strategies as in partnership with Consumer, Operations, and Technology leadership, while measuring and monitoring their respective impacts to the Contact Center through data and analyticsElevate customer expectation and satisfaction of IVR platform, and manage security and AI integrations Drive development of data and analytics products to meet business objectives, including overlays and joins of disparate systems and sources to provide holistic understanding and insights of business operationsDevelop, lead, and executive cohesive communications strategy, including documentation and delivery thought knowledge managementPartner with first, second, and third line risk partners to reduce, mitigate, and remediate risk across various aspects of the businessProduction support of Contact Center owned applications and systems to ensure quick issue remediation and prevention

Ownership of agent desktop for internal associates as well IVR platform with high containment rate Product Manager for Contact Center’s agile release train to refine, prioritize, and drive development of features and epics which support the organization’s goals.Facilitate collaboration between business, risk, and technology teams throughout feature refinement and prioritization phasesDrive development and delivery of the Contact Center’s automation and efficiency strategies, enhancing the customer journey

Initiate, plan, and execute business, infrastructure, automation/AI, and regulatory projects within the Contact Center and Collections groups as commissioned by project sponser and oriented by key stakeholders. Managing and mitigating all risks or issues throughout the project, and ensuring all team members' contributions are delivered to complete the project on time and within budget. Represent the Contact Center on enterprise level projects as a strategic partner to ensure the success of the project relative to the needs of and impacts to the Contact Center, and in turn ensuring execution of those initiatives down the Contact Center vertical.

Managed a problem resolution team, with direct reports across three sites, handing complex and in-depth customer cases. Liaison with various back office groups for high-impact customer problems to identify issues, trends, and collaborate on solutions.

Managed a team with exceptional sales and customer service goals, specializing in online banking support. Consistently performed in the top quartile among peer teams while developing individual bankers and creating an engaging team environment.

Assisting both English and Spanish speaking customers with general banking needs as well as troublingshooting online banking issues, while promoting products and services through needs-based selling.