BMO (formally Bank of the West) Sr Solutions Delivery Consultant, AVP September 2023-PresentSpearheaded the overall client experience for commercial card implementations, driving satisfaction and ensuring seamless project execution from initiation to completion. Collaborated closely with clients to identify their business objectives, delivering customized technical solutions and data integration options that aligned perfectly with their needs, resulting in improved operational efficiency. Leveraged expertise to co-develop cutting-edge commercial banking solutions in partnership with sales, consulting, and product teams, contributing to a more robust service offering that addressed market demands. Managed multiple client solutions simultaneously, ensuring all projects were delivered on time and met client specifications, thereby enhancing project success rates and client trust.

CM Commercial Card Implementation Supervisor II, AVP June 2021- September 2023Managed the Commercial Card Implementation Team, overseeing all aspects of operations and fostering a high-performing environment that led to enhanced team productivity and project delivery. Collaborated effectively with internal partners to provide consultative advice on the technical aspects of commercial card solutions, contributing to successful RFP responses, impactful client presentations, and productive client visits. Scoped client requests and translated complex business requirements into detailed technical specifications for virtual card solutions, ensuring clarity and alignment between client expectations and implementation outcomes.CM Commercial Card Implementation Advisor, Officer June 2015-June 2021Collaborated with Concur, MasterCard, and Visa to assist in the seamless setup of third-party data integrations, enhancing the functionality and efficiency of commercial card solutions for clients. Played a pivotal role in executing and delivering comprehensive client training and onboarding sessions, while providing exceptional support to both clients and bankers for commercial card products, resulting in increased user adoption and satisfaction. Recognized as a subject matter expert on commercial cards, offering valuable insights and technical knowledge from both client and technical perspectives, thereby improving product understanding and utilization.CM Commercial Card Client Service Specialist, Office April 2013- June 2015Provided exceptional client service support for commercial card solutions via phone and email, consistently addressing client needs and inquiries promptly, resulting in improved client relations and retention. Responded effectively to program administrators' inquiries regarding card issues, new card requests, and escalations, while skillfully reconciling accounts for discrepancies, thereby minimizing disruptions and maintaining program integrity.

Working in a call center environment, educating, helping customers use digital banking options. Problem solving, assisting with customer issues and problem solving. Building relationships with customers, team members, and management. Communicating, excellent verbal, written, and interpersonal communication skills. Adhered to average handle time, first call resolution, customer satisfaction, and service level metrics/KPI’s.

Developed and utilized an understanding of bank deposit regulations that ensured policies were followed. Monitored deposit accounts to prevent backup withholding from the IRS. Performed deceased deposit interest splits for estates and beneficiaries. Process and maintain W8BEN and W9 form. Researched and verified IRD B and C notices, made corrections if necessary. Research to find owner/relatives of dormant accounts by mail/calls. Process escheatment’s for dormant account to local sates.