Led the development and execution of Bank of America’s social media strategy for the Retail, Preferred, and Small Business segments (66MM customers). Oversaw the development of content and campaigns to drive customer engagement, brand favorability, product awareness, conversion and usage.

Partnered with internal business units to develop strategic direction and identify, analyze, and resolve complex growth and efficiency issues.* Led the design and development of an enterprise-wide governance process to evaluate, prioritize and fund strategic business programs. New process ensured resource optimization and alignment, established business accountability, and aligned decision making with Corporate & IT Strategy. Accelerated existing corporate program prioritization and funding timeframe by 1.5 months.* Partnered with Merchandising and Store Planning organizations to redesign existing Merchandising Reset planning, approval and in-store execution processes. Analyzed ~200 prior store Reset projects to identify drivers of cycle time and complexity and designed simplified process to maximize efficiencies while maintaining key controls. Redesigned process reduced merchandising reset lead times by 61%.

Partnered with senior executives of Fortune 500 companies to solve complex business issues involving corporate/business unit strategy, business model transformation, customer and market strategy, and enterprise cost reduction.* Top-Tier Bank Holding Company Client - Led an 8-person team to conduct a comparative cost assessment for a top-tier bank, uncovering operating efficiency opportunities across the enterprise. Assessed client’s third-party spend as well as Branch, Small Business, Commercial Banking, IT, Operations, and Risk Management cost structures relative to industry benchmarks. Structured three programs to close 72% ($287MM) of efficiency gap over an 18-month period through delivery model/organization alignment, infrastructure rationalization, and business process optimization.* Government Sponsored Mortgage Guarantor Client – Client lead for $150MM program to develop a business transformation strategy and future state operating model for government-sponsored mortgage guarantor. Managed a team of 23 to redesign existing business processes within loan acquisition, servicing, securitization, and finance functions. Outlined an initiative roadmap to improve customer experience, product flexibility, operating efficiency, and financial and operational controls to enable the client to emerge from government conservatorship as a competitive private entity.* Global Online Payments Client - Led a 17-person team to formulate a strategic plan to build a wholly-owned credit card operation for an online payments client. New operation would enable client to diversify revenue streams, develop unique cross-sell capabilities and drive additional customers to its core products. Developed operating model, business requirements, organizational structure and provided build vs. buy recommendations for 14 functional areas. Constructed financial model to determine the required investment and financial benefits associated with business model expansion.

Responsible for Customer Experience Management within the Global Consumer Fraud Prevention organization – over 3000 associates supporting two major lines of business.* Developed an integrated customer experience strategy leveraging voice of customer and Six Sigma tools to identify existing customer experience failure points.* Redesigned current state customer service processes and developed new training and tools for 2500+ customer service associates. Initiative resulted in a 13% increase in service delight and a 32% decrease in service dissatisfaction. Team received Bank of America “World Class Customer Experience Award” and “Award of Excellence”.

Developed and executed integrated operational risk management and governance strategies across the Global Consumer and Small Business segment. Partnered with lines of business to develop demand generation strategies that balanced risk and reward. * Performed root cause analysis to determine why customers were declined when applying for a deposit account through the online channel. Closed existing process and policy gaps to drive a 29% increase in customer approval rates.* Designed and implemented Six Sigma Green Belt project to develop a new segmentation and reissue strategy for credit and debit card accounts with a high fraud transaction risk. Project decreased annual fraud losses by $2.4MM.* Partnered with lines of business to assess new product introduction risks and develop mitigation strategies. Communicated strategic, credit, market and operational risks to Bank of America Risk and Capital Committee.

* One of 12 MBA students selected by a committee member to advise a 10-member task force charged with reforming the USOC. * Developed a governance model and organization structure to consolidate the existing two-tiered board and reduce the number of committees. New model provided for increased accountability and transparency while reducing costs by ~$1MM annually.

Worked closely with Fortune 500 clients to understand their business issues, create strategies for change, and secure alignment across the enterprise.* Multinational Beverage Company Client - Led 50-member cross-functional team in the design and deployment of a program/project management methodology for 1200 associates worldwide. Coached 60+ projects through various stages of the project lifecycle. Created a support organization to provide ongoing training and coaching. Project generated $220MM annual cost savings.* Home Improvement Retailer Client - Developed portfolio management model for evaluating client’s strategic business initiatives. New operating model guided the allocation of limited resources within the client’s organization and mitigated financial risk.

-Promoted from Staff to Senior Consultant-Led and delivered client engagements that identified, designed, and implemented executable business strategies to drive sustainable growth.* Multinational Beverage Company Client - Managed a team to define an integrated supply chain business model for the five supply chains within a multinational beverage corporation. Developed an end-to-end process model to provide a clearer understanding of the organization’s product and service complexities and identify alignment opportunities.* Large Electric & Gas Company Client - Deployed a Systems Development methodology and Project Management process within large energy company’s Information Management organization. Methodology enabled better planning and control of projects resulting in greater internal customer satisfaction and more efficient resource utilization