As a member of Ada's Customer Advisory Board, I am connected to a network of thought leaders in automation where we share our experiences with best-in-class brand interactions and how our organizations are using Ada to achieve our business goals.

• Develop, execute and manage software technology utilized to provide an exceptional customer experience by our Support organization• Oversee team of product owners and administrators responsible for managing business as usual and leading/supporting cross functional strategic projects• Lead cross organizational teams focused on creating a seamless support experience for internal and external customers• Partner with stakeholders to create/maintain business as usual and enhancement roadmap of applications

• Lead team of product managers supporting technology for service functions across the customer travel ribbon within our global engagement centers • Execute on new divisional, corporate and joint venture strategies as they are being conceptualized, defining requirements, designing engagement center experience and implementation• Support executive decision making by performing ad-hoc analyses and coordinating alignment on technical solution across the commercial division• Partner with stakeholders to create/maintain business as usual and enhancement roadmap of applications• Oversee product team as the requirements are defined and the design identified; communicate the requirements, solution design, and identified risks to project sponsors for their awareness and approval• Identify and understand industry trends, latest call center technology and propose and execute solutions

• Drive strategy to deliver an exceptional customer experience via Customer Support organization for our Consumer and Commercial customers• Partner with enterprise wide business units to align on customer big rocks, project initiatives, and measure business results• Utilize data to identify trends, develop recommendations and manage action plans • Prioritize project initiatives based on customer impact and risk• Develop and manage project plans, reporting and coordination across business units• Provide Voice of the Customer (VOC) executive level reporting, snap shots and dashboards• Manage company Customer Satisfaction (CSAT) global program • Analysis and reporting of Customer Support Net Promoter Score (NPS) Survey results• Identify and coordinate improvements to process, procedures and customer facing materials• Ensure inspection of customer experience processes and reporting results• Drive performance of domestic/international call centers customer experience/satisfaction

• Responsible for driving the customer and sales experience of our OEM, After Market and Fleet customer interactions by identifying areas of opportunity and providing recommendations to our business partners• Streamlining processes to increase the quality of service for our B2B and B2C Sales, Care, Technical Support, Escalation and Emergency call centers• Accountable for end to end quality monitoring within internal and external call centers• Focus on the measurement of business processes, call center performance, impacts, risks and compliance adherence, in addition to, gaps, root cause and opportunities to support the improvement of the client experience• Manage calibration/listening sessions with 12 call center vendors and 7 business partners • Improve the Customer Experience by analyzing the Voice of the Customer (VOC) results • Manage Customer Experience initiatives to drive excellence• Partner with vendor managers to onboard new call center vendors• Manage Customer Complaint review process • Manage Employee Experience for the Customer Service organization• Assume ownership over team productivity and managed work flow to meet or exceed quality service goals• Facilitate inter-departmental communication to effectively provide customer support• Foster an environment which encouraged continual process improvements• Devised and published metrics to measure the organization's success in delivering world class customer service• Develop end to end reporting metrics for Call Monitoring, CSAT, Social Media and Email support• Develop and implement Customer Experience quality program for off-shore call centers

• Oversee the end to end quality review of business transactions/requests completed as a result of a client contacting SunTrust via phone, email or branch• Provide on-going, regular measurement of business process' performance, impacts, risks and compliance adherence, in addition to, gaps, root cause and opportunities to support the improvement of the SunTrust client experience• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals• Provided accurate, specific and timely performance feedback for CSRs• Devised and published metrics to measure the organization's success in delivering world class customer service• Define and lead strategic development road maps with various lines of business• Oversee department trainers responsible for training material, on-going updates to procedures and quality program materials• Manage oversight of adherence to compliance, procedures, policy and regulatory guidelines • Lead and support project initiatives to increase efficiency and reduce cost involving the processing and support of client transactions• Prepare quality documentation and reports weekly/monthly of trends including failed processes, opportunities for improvement and process gaps• Validate quality review processes’ by establishing program guidelines and quality attributes, measuring production, documenting process failures, and determining performance qualifications

• Collaborate with client and IT management and staff to identify application development solutions, new applications or modifications to existing programs, capability to re-use existing code, integration of purchased solutions or a combination of the appropriate software development methodology alternative• Responsible for researching the functionality of legacy systems as part of the ACME/Code Runner Project to determine the gaps in business requirements• Provide systems expertise to system users, business partners, and other internal/external customers including trouble shooting issues, as well as, identifying and correcting inefficiencies. • Clearly define systems work scope and objectives based on Business Requirements

• Led subject matter expert on the New Business Strategy project to drive the optimization of business processes, leverage technology to drive efficiency and quality, while enabling flexibility to support the growth in business• Led joint application development (JAD) sessions to ensure that project teams and technology partners gained a deeper understanding of current state business processes• Managed process improvements and near term tactical projects from concept through to implementation as defined in JAD sessions• This resulted in standardized communication templates between service areas, decrease in processing time, increased efficiency of workload management and increased field agent's satisfaction of online forms center• Participated in the development of 120 business requirement Use Cases with a team of 10 business subject matter experts and business analysts• Consulted with stakeholders of the organizations workflow management system to define the risk of system changes• Facilitated meetings, developed process map flows, recommended workflow and process improvements, and perform root cause analysis

• Managed a staff of 15 customer service representatives responsible for processing Annuity new business applications and contract issuance• Managed performance of staff, production and quality of work• Stakeholder in tactical projects related to the department• Implemented the Medallion Signature Guarantee process within New Business, normally performed by MML Investors Services, resulting in the reduction of turnaround times from 5 days to 3 days• Led the implementation of electronic desktop faxing to the Retirement Income Customer Service organization of 150 people within 60 days• Prepared project plan, managed a team across departments, worked with the IT project manager and the training department to develop efficient training material• As the business owner of a LEAN Six Sigma Greenbelt project, participated in reorganizing key workflows and deployment of dual monitors resulting in a $140K reduction in operating costs while increasing capacity by 2.5 FTEs• Facilitated inter-departmental communication to effectively provide customer support

• Manage small to medium size projects throughout their life cycle stages while ensuring projects meet all quality standards• Successfully led and implemented a web-based financial planning administration system (FPAS) for MassMutual agents to electronically submit customer information and track planning activity, along with providing summary reporting for practice management and supervisory monitoring• Coached business and technical team members on project management methodologies• Effective liaison between customers and internal departments

• Managed small-scale projects from concept to implementation.• Provided project related support to program management office.• Coordinated, created and tracked project budgets, resource plans and various supporting reports.• Facilitated project risk assessments and lesson learns sessions.

• Served as primary contact to Technology Plan Coordinators in 41 divisions.• Oversaw the development of a computer hardware tracking database for Technology Plan Coordinators to manage their division inventories.• Managed the redesign of the computer ordering process from concept to implementation, which reduced the turn around time from 8 days to 5 days.

• Scheduled and coordinated on-site and off-site meetings; prepared all necessary documents, designed presentations and managed location arrangements.• Participated in the development of a new database to maintain the division’s computer hardware inventory.• Coordinated and tracked monthly and quarterly reports.

• Assisted agents with questions and issues regarding forms, procedures and policies.• Developed an access database to track and document department service calls.• Served as the primary contact for issue resolution of client accounts held with Putnam Investments, Oppenheimer Funds and American Funds companies.

• Completed review and daily balancing of general ledger accounts.• Responsible for researching return checks and wires and processing stop payments or voids on the Chase Manhattan bank system.• Filed and maintained check and wire requisitions into daily cashbook for audit trail.