Experience

MetroSwitch Technologies, Inc.
• Telecommunications
• 1 - 100 Employee
• Corporate Trainer

  • Jun 2016 - Present


Bank of America

• United States
• Banking
• 700 & Above Employee

• AVP, Operations Project Manager

  • Dec 2008 - Apr 2016

  Responsible for Program Management status updates and reviews. Coordinated 40+ compliance and risk related project status reporting across 8 Project Managers. Developed weekly Executive overview and status presentation and communications. Executed on training and provide liaison support for other lines of business. Lead initiatives as business support project manager within the Process Improvement Program Management Short Sale & Deed in Lieu Customer Care Operations and Business Support Managed the Customer Care call center vendor relationship for 6 years as it relates to training, process updates, coaching, and customer satisfaction. Managed two vendors, a 500+ associate group responsible for handling inbound calls from borrowers and real estate agents for information on Short Sale, Deed in Lieu, or Real Estate Owned Properties. Accountable for vendor performance in accordance with established practices and procedures. Managed call quality. Managed up to 6 employees – Effectively delegated work flow to direct reports Effectively maintained a quality score of 96%, 11% over target Developed weekly routines and standardized processes for communicating with business partners to ensure associates remain adequately informed on performance Managed new project launch from start to finish Develop and document project contingency strategies Created training material/procedural content, documents and schedules for internal/external associates Facilitated training for up to 250 people Worked with outside teams/vendors to develop new procedures and update existing procedures Created/Maintained Team SharePoint Completed Intake Requests to execute process and system improvements Show less



I.D. Me Promotions

• United States
• Advertising Services
• 1 - 100 Employee

• Sales Assistant

  • Oct 2006 - Oct 2008

  Responsible for promotional product research for clients, creating estimates and negotiating pricing. Partnered with clients on final product selection, design and order. Handled the creation of purchase orders and invoices for timely billing. Reviewed invoice to guarantee correct pricing. Worked closely with factories and logistics companies to ensure orders were delivered on time. Responsible for promotional product research for clients, creating estimates and negotiating pricing. Partnered with clients on final product selection, design and order. Handled the creation of purchase orders and invoices for timely billing. Reviewed invoice to guarantee correct pricing. Worked closely with factories and logistics companies to ensure orders were delivered on time.



Countrywide Home Loans

• Property Claims Specialist

  • Dec 2004 - Oct 2006

  Performed daily tasks such as formatting and printing daily reports. Processed system access requests through database for employees and reconciled loss drafts and fees due report. Performed daily tasks such as formatting and printing daily reports. Processed system access requests through database for employees and reconciled loss drafts and fees due report.