Apr 2025 – Present · 1 yr 2 mos

Jan 2022 – Apr 2025 · 3 yrs 3 mos

• As an experienced Executive Director in the financial industry, I have a proven track record of overseeing and managing Treasury products for large organizations. With a focus on liquidity and financial risk, I have successfully conducted time-sensitive payment disbursements to multiple government agencies, ensuring efficient and accurate transactions.
• In my role, I have also played a pivotal role in managing all Global Treasury Management General Ledger accounts, carefully approving expenses and conducting thorough account reconciliations. My attention to detail and strong understanding of risk management has allowed me to oversee user entitlement report production and delivery to sensitive customers, ensuring compliance with regulatory standards.
• I am also well-versed in developing control procedures, testing controls, and documenting evidence to maintain the highest level of operational excellence. My experience in establishing workforce management plans, including capacity planning, forecasting, and trend monitoring, has also contributed to my successful performance in this field.
• Throughout my career, I have achieved numerous key accomplishments such as achieving the highest level of performance as Executive Director for two consecutive years. In addition, I have led a high-performing team of 60 employees and 10 direct reports, providing best-in-class service to commercial banking clients. My dedication to improving processes has resulted in streamlining the payment process for government agencies.
• Selected to represent my line of business as a member of the Class of 2024-2025 BOLD Leader!

Oct 2016 – Jan 2022 · 5 yrs 3 mos

• I have directed staff in managing master data center operations, resulting in streamlined employee lifecycle processes. Additionally, I have served as a leadership academy career coach for over 50 members and conducted monthly training sessions to develop and grow their skills. My expertise extends to developing and implementing a robust digital contact center strategy that significantly improved enterprise-wide customer engagement.
• My key accomplishments include scaling business support by 150% through partner referrals and strategic planning, owning 90+ internal business process procedures to mitigate risk and maintain control, and deploying over 4,000 vendor and temporary resources in just 2 months, which improved SLAs by 350%. I have also successfully launched Mobile Chat and CCaaS as part of a multi-year contact center modernization, and designed and built a JIRA site for standardized hiring and onboarding, achieving exceptional satisfaction ratings.
• With exceptional performance ratings consistently surpassing expectations, I am a results-driven professional who is ready to take on new challenges. Connect with me and let's discuss how I can bring value to your organization.

Oct 2009 – Oct 2016 · 7 yrs

• I specialize in optimizing call center operations to deliver exceptional results. With a strong focus on real-time monitoring and strategic planning, I have successfully managed inbound call volume, outbound dialing, AHT, schedule adherence, and work-type assignments. My thorough understanding of TCPA regulations has also allowed me to mitigate risks in critical business areas.
• Additionally, I am highly skilled in collaborating with operational leadership to develop tactical responses to plan variations and maintain a customer-focused approach. Through my expert negotiation techniques, I have identified and capitalized on performance opportunities while proactively managing risks. I have a proven track record of managing performance for 15 contact centers and 10,000 agents, consistently meeting service level and outbound dialing targets.
• I have also demonstrated my ability to execute flawless contingency plans for major events, ensuring uninterrupted operations during crises such as weather incidents or fire drills. With my experience and expertise, I am equipped to drive success and achieve optimal results in any fast-paced, high-pressure environment.

Jun 2001 – Oct 2009 · 8 yrs 4 mos

• I am a dynamic and results-driven leader who has successfully transformed contact center teams to deliver best-in-class service and consistently exceed aggressive sales quotas. With a strong business acumen, I strategically utilize data analytics to drive decision-making and continually enhance sales and service performance.
• My dedication to compliance is second to none, ensuring adherence to all federal regulations (Reg A, B, C, D, E, F, V) and maintaining financial system integrity. My achievements include being recognized as a sales and service conference winner for outstanding performance and receiving the service excellence award for leading high-performing teams to success.
• My ability to influence, train, and motivate cross-functional teams and employees has consistently led to surpassing sales targets. Let's connect and discuss how I can bring my expertise and drive to your organization.