• Advisor role to women owned startup in Nigeria focused on sustainability and recycling.

• Reported to the CEO of an AI mission-based start-up focused on automation of complex calls within the Healthcare Industry. Part of the C-Suite. Led efforts to create a new mission statement, leadership principles, and a three year financial and business plan. Managed teams in the US, India, Mexico and Philippines.
• Led efforts to scale AI trainers and QA from 60 to over 500 in a six month period. Brought in a new workforce management solution with the goal of improving operating costs by 20%.
• Built a strong foundation to support scale and created new functions in data and analytics, workforce management, quality, and training. Partnered with Engineering to make various employee and customer facing platform enhancements.

• Managed 4000 fraud and claim investigators and business support functions including: program management, workforce management, and operational and employee excellence efforts. Managed teams across multiple geographies including India, Costa Rica, Japan and the US.
• Achieved all service level goals, and 90% of all customer and quality metrics. Deployed a new workforce management solution and various employee facing system enhancements. Streamlined and simplified the number of operating queues and worked with machine learning to drive a 10% improvement in automation and efficiency and improvements in FCR.

• Managed the 12000 employees responsible for calls, emails, chat, and social care within a budget of $750m. Reduced operating costs by more than $50m via call reduction efforts and location strategy work. Led efforts to grow digital sales by more than 20%.
• Led efforts to improve customer satisfaction scores from 50% top box satisfaction to over 70%, drove attrition down from 70% to 32% annually.
• Led various risk and compliance efforts focused on reducing error rates and improving the customer experience. Partnered with Risk to build a new risk framework. Passed several internal and external audits.
• Implemented new tools for customers and employees to provide better customer service and sales including: chat, AI capabilities, IVR enhancements, digital self service capabilities, and significantly improved mobile deposit application, reducing the time to apply from 12 minutes to 5 minutes.
• Established a Contact Center Strategy for the Enterprise, with plans to increase team m

• Managed 2000 team members responsible for phone, social and chat support, quality assurance, workforce management, sales strategy, project and process execution, and strategy.
• Led efforts to drive net promoter scores from 3 1 to 57. Rolled out various initiatives to improve the customer experience. Led efforts to improve associate engagement from 50% to 90%.
• Implemented a new location strategy, which included launching two new sites. Implemented several initiatives to drive operating costs down by more than 10%. Successfully merged teams with the formerly acquired ING team.
• Led efforts as Market Area President for Delaware/PA area to promote Community Support, Business Development and Volunteerism.

• Managed over 1800 team members responsible for phone and email support of over 20m online banking customers. Managed enterprise customer experience team.
• Led efforts to create new incentive compensation plans for enterprise contact centers.
• Led program to improve customer satisfaction scores across the enterprise contact center by more than 10%. Provided data and insights to the product team that resulted in more than 10% reduction in calls.
• Achieved all goals in support of Wachovia Bank integration efforts to migrate 10m online customers successfully.

• Managed team of over 100 product and project managers responsible for overall strategy, budget, roadmap, and execution of key initiatives for the Online Banking and Investment platforms.
• Managed teams responsible for improving the customer experience of the Online Banking and Investment sites, created new revenue and sales opportunities, and reduced overall bank costs. Led efforts to reduce operating costs by more than 7%.
• Responsible for execution of strategy to make wellsfargo.com a buying site.