Oct 2022 – Present · 3 yrs 5 mos

• Complex problem solving and escalation management
• Continuous focus on Ops Ex, innovation and automation of current system access processes for new to role and returning associates
• Process Design, Execution and Program Management for New Hire, In Role Development and Mastery programs
• Design and maintenance of program resources/tools
• Monitors and provides analysis on overall program health routinely
• Acts as liaison across line of business for program tactics
• Partners with a team of associates across all lines of Business supported by The Academy to drive associate development priorities and programs
• Top Performer Model/Success Profiles/Career Pathing – design, implement, maintain, house materials and tools
• Provide subject matter expertise on initiative/BAU Readiness efforts
• Strong understanding of enterprise capabilities and partnerships
• Attention to detail - high level of security, accuracy, and efficiency; conduct routine audits of data storage systems and databases; conducting and analyzing results before devising new solutions or finding ways to enhance data management solutions.
• Consultants prepare business documents and presentations for upper management and executives. They use data-gathering and modeling strategies to provide an overview of new processes and enhanced procedures for business-wide reporting.
• Collaborate with Business Teams and Leadership
• Consultants frequently work across business lines, conferring with managers and executives to gather requirements and specifications while developing enhanced data and innovative tools. They work directly with team leaders to gain a better sense of the current shortcomings in reporting technology and devise solutions to enhance reporting and data management

Feb 2021 – Oct 2022 · 1 yr 8 mos

• (Global Banking and Markets Treasury Services operation)
• Manage specific operations segments and a minor operations unit of the company's operations activities.
• ​ build and manage relationships with stakeholders globally
• build and strengthen critical business partner relationship
• ​Drives operations excellence by suggesting and implementing process improvements, industry initiatives impacting Treasury Service and Operations.
• ​Ensure that the process transactions are processed as per procedures, the quality of the transactions complies with predefined parameters
• ​Ensure that the targets are assigned in accordance with the SLAs are met
• ​Ensure that the quality of the transactions complies with predefined parameters
• ​ Support/partner/manage projects /initiatives across the global team.
• ​Responsible for client escalation resolutions within SLA and transmission monitoring issues are escalated and resolved timely
• ​manage, understand and mitigate the procedure /operational risk,
• Improve and build better controls and processes.

Feb 2020 – Feb 2021 · 1 yr

• Risk and Operational Management
• Manage the financial center operations
• Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks
• Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues
• Ensure that in the event of a new procedure, product or operational change, associates are informed and adequately executing the change in compliance with regulations and policy
• Track and manage service and operational performance metrics through monitoring of daily activities and reports; if necessary, develop, communicate and execute action plans to close gaps between goals and results
• Customer Experience
• Ensure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service, and specialized needs are met; and help drive overall revenue growth.
• Capitalize on all referral opportunities to help customers obtain the full value of their Bank of America relationship
• Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy
• Provide a value-added customer experience that leads to improved satisfaction and sales
• Handle customer escalations in the absence of the FCM; ensure enterprise complaint tracking is executed
• Talent Management
• Own resource management for the financial center
• Assist associates in handling more complex transactions and resolving issues that require an in-depth understanding of regulatory compliance and policy and procedural knowledge
• Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transactions accuracy and customer engagement

Jun 2019 – Feb 2020 · 8 mos · Greater Boston Area

• Senior Administrative Assistant
• To help make a difference in inpatient care.
• Serves as primary administrative contact and support for the faculty member and his/her group;
• Coordinates complex travel arrangements, including processing expense reports and tracking reimbursements;
• Plans and coordinates both internal and external meetings, including complex calendar management and meeting logistics;
• Coordinates seminars, programs and committee meetings, including scheduling and material preparation;
• Facilitates communication and coordination across the group, thereby promoting a positive and collaborative work environment;
• Ensures smooth integration of the research program by anticipating the needs/problems of the group and proactively implementing solutions;
• Document preparation, including CVs and correspondence; interfacing with faculty, scientists, patients and collaborators
• Provides telephone support, including triaging phone calls and responding appropriately to inquiries;
• Creates, formats and maintains Word documents, Excel spreadsheets, and PowerPoint presentations;
• Oversees purchasing and account management for project supplies, etc.;
• Works very closely with administrative colleagues within DFCI and throughout the community
• Some patient interaction both on the phone and in-person
• May participate in divisional-wide responsibilities.

Feb 2019 – Apr 2019 · 2 mos · Greater Boston Area

• Market Expansion ( Boston Massachusetts )
• Managing assigned customers and proactively meeting with them - in person and over the phone - to build lasting relationships, discover financial needs and tailor product and service recommendations
• Making lives of customers easier by sharing and setting up self-service options to access their accounts 24 hours a day/7 days a week
• Partnering with Specialists (Financial Advisors, Mortgage Bankers, and Business Relationship Managers), to connect customers to experts who can help them with specialized financial needs
• Adhering to policies, procedures and regulatory banking requirements

May 2018 – Feb 2019 · 9 mos

• Risk and Operational Management
• Manage the financial center operations
• Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks
• Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans to correct issues
• Ensure that in the event of a new procedure, product or operational change, associates are informed and adequately executing the change in compliance with regulations and policy
• Track and manage service and operational performance metrics through monitoring of daily activities and reports; if necessary, develop, communicate and execute action plans to close gaps between goals and results
• Customer Experience
• Ensure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service, and specialized needs are met; and help drive overall revenue growth.
• Capitalize on all referral opportunities to help customers obtain the full value of their Bank of America relationship
• Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy
• Provide a value-added customer experience that leads to improved satisfaction and sales
• Handle customer escalations in the absence of the FCM; ensure enterprise complaint tracking is executed
• Talent Management
• Own resource management for the financial center
• Assist associates in handling more complex transactions and resolving issues that require an in-depth understanding of regulatory compliance and policy and procedural knowledge
• Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transactions accuracy and customer engagement

Jun 2017 – May 2018 · 11 mos

• Responsible for building client traffic, engaging and appropriately routing clients and client retention
• Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals
• Drive operational excellence by engaging staff on business strategy and performance results
• Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
• Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
• Monitor client-calling activities and ensure we develop the proper client engagement
• Successfully resolve customer issues and escalations in a timely and professional manner
• Know the center’s customer base, including top clients; understand their needs and connect them with
• Ensure all appointments are assigned to the appropriate financial center associate
• Drive client relationship management and assist with sales and sales leadership
• Understand the drivers of, and opportunities to enhance, client satisfaction in the center
• Ensure tight connection with the market sales manager and other “One Team” leaders/partners
• Hold associates accountable to deliver against our revenue strategy
• Drive associate performance through active and continuous coaching, continued education and performance plans

Feb 2016 – Jun 2017 · 1 yr 4 mos

• Performed administrative functions counting cash drawers.
• Processed all sales transactions accurately and in a timely fashion.
• Engage customers in the lobby to assist, educate and train customers on how to conduct simple transactions through self-service technologies.
• Work with clients to build and deepen relationships by uncovering financial needs and recommending the best products, services and solutions to meet those needs .
• Open deposit accounts and sell banking products (examples: credit cards, CDs, IRAs, loans)
• Quote rates, terms and programs for loan customer requests.
• Respond to client's inquiries and concerns, creating customized solutions.
• Ensure the clients’s needs are met by partnering with specialists and business partners to understand what they offer to customers and the most effective way to generate business referrals (examples: customer’s banking, small business, mortgage and investment needs).
• Leverage available resources and technologies (such as iPad) to optimize the customer experience and serve our client with operational excellence and accuracy.
• Proactively manage risk in every business, product and service transaction leveraging available tools.Managing assigned customers and proactively meeting with them - in person and over the phone - to build lasting relationships, discover financial needs and tailor product and service recommendations
• Making lives of customers easier by sharing and setting up self-service options to access their accounts 24 hours a day/7 days a week

Jul 2015 – Feb 2016 · 7 mos

• Processed all sales transactions accurately and in a timely fashion.
• Improved customer experience 100% through the process of knowing and remembering each and every customer.
• Performed administrative functions counting cash drawers.
• Maintained visually appealing and effective displays for the Banking Center.
• Offered product and strong recommendation about product that fit the customer needs.
• Built customer confidence by actively listening to their concerns and giving appropriate feedback
• Respond to customer inquiries and concerns, creating customized solutions.

Dec 2013 – May 2014 · 5 mos · Scituate, Massachusetts

• Processed all sales transactions accurately and in a timely fashion.
• Improved customer experience 100% through the process of knowing and remembering each and every customer.
• Performed administrative functions counting cash drawers, making bank deposits.
• Maintained visually appealing and effective displays for the Banking Center.
• Offered product and strong recommendation about product that fit the customer needs.
• Built customer confidence by actively listening to their concerns and giving appropriate feedback

Oct 2016 – Aug 2017 · 10 mos · Holbrook Massachusetts

• 1. Management
• Work effectively with store management and store crews
• Supervise the store’s crew through assigning, directing and following up of all
• activities.
• Effectively communicate information both to and from store management and crews
• 2. Customer Service
• Assist customers with their questions, problems and complaints
• Promote CVS customer service culture. (Greet, offer help, and thank)
• Handle all customer relations issues in accordance with company policy
• and promote a positive shopping experience for all CVS customers
• Maintain customer/patient confidentiality

Jun 2011 – Jul 2015 · 4 yrs 1 mo · Quincy, Massachusetts

• Increased total store sales by 15% by controlling and managing store inventory.
• Improved customer experience 75% through the process of knowing and remembering every customer.
• Performed administrative functions counting cash drawers, making bank deposits,
• Maintained visually appealing and effective displays for the store
• Assisted with HR roles by the recruit, retain and coach employees as well as organize personnel schedules
• Processed all sales transactions accurately and in a timely fashion.
• Offered direction and gave constructive feedback to motivate team members.
• Develop and train an employee to exceed employee skills.• Supervise all store and deli operations for a high volume deli location in the chain
• Lowered turnover, decreased controllable expenses, and increased profit margin
• Train my team to assist in the running of the store, including ordering, receiving, merchandising, invoicing of all inventory items, daily cash-up, scheduling, and payroll.

Sep 2008 – Jun 2012 · 3 yrs 9 mos · Milton Massachusetts

• As an Administrative Assistant, my duties and responsibilities include providing administrative support to ensure efficient operation of the office. Supports executives and employees through a variety of tasks related to organization and communication. I am responsible for confidential and time sensitive material. Familiar with a variety of the field's concepts, practices, and procedures. I am able to effectively communicate via phone and email ensuring that all Administrative Assistant duties are completed accurately and delivered with high quality and in a timely manner. May direct and lead the work of others. Rely on experience and judgment to plan and accomplish goals and a wide degree of creativity and latitude is expected. Typically reports to a Director or executive