-Effectively execute and communicate Quality Assurance around controls built for Level 3 processes and proper communication to mitigate risk to the business.-Supplier Surveillance Quality Assurance Validations to include playbook review; BC/DR Plans & Data Security, 3rd/4th Party Audits, Training, Policy/Procedure, Strategies to name a few. -Lead and conduct testing to close identified Supplier Surveillance Findings and Internal Business Issues using Critical-to Quality and Critical-to-Compliance measurements to determine opportunity, risk level, root cause and final remediation/resolution.-Perform Sustainability Assessments for Regulatory MRA's (Matters Requiring Attention) and high risk issues to ensure processes are in place and remain in control, preventing repeat Issues for the bank.-Provide remediation guidance to all levels of leadership to obtain sufficient evidence to close Findings.-Ability to develop, deliver presentations and facilitate meetings at all levels.-Provide timely and constructive feedback to key stakeholders, share best practices, initiate improvements and ensure process capability.-Drove the enhancement of the Quality Assurance Validation process to a risk focused L3 process review.

-Successfully led a team of 22 Specialists and Team Leaders for Customer Complaint Resolution process.-Responsible for complaint dashboard globally across RF Collection sites.-Report out results/trends/opportunities to senior leadership.-Partner with Supplier leaders to ensure consistency with internal/external processes.-Participated with CFPB and OCC preparation/readiness exam.-Partnered with Global Call Monitoring team to establish process to service Spanish complaints effectively.-Identified key areas for Supplier Surveillance to perform audits against process soundness.

-Successfully managed up to 44+ front line associates.-Led monthly performance/productivity client reviews communicating key metric scorecard information to customer base recommending and implementing process improvements.-Effectively drove business results through coaching and developing front line associates to achieve individual and team goals.-Responsible for client relations; coordination of performance reviews, successfully addressing customer complaints and executing call monitoring sessions.-Experience in annual and monthly performance assessments.