NATIONAL INVESTMENT CENTER EXECUTIVE, SVPLed (4) four call centers in multiple geographic locations servicing Merrill Edge Self-Directed customers as well as Center Based Advised clientele. Environment consisted of 300 Series 7 licensed associates supporting all service inquiries including money movement, trade assistance, online support, text chat/email, new account opening, and account maintenance. Conducted appraisals to evaluate management performance and monitor performance statistics to ensure compliance with corporate goals and regulatory risk. Develop capacity plans and staffing models, call routing strategies, marketing support, initiative planning, and long term strategic plans.

NATIONAL CALL CENTER EXECUTIVE, SVPLed (4) four call centers in multiple geographic locations servicing BAI's Self-Directed and Full Service customers. Sites consisted of 400 Series 7 licensed associates supporting various brokerage inquiries as well as select banking support. Consistently met and exceeded all established goals for client delight, associate satisfaction, call center performance, referral generation, cross sell, financial plan, and new account acquisition.