Vice President Operations

• Sep 2022 - Present

Director of Operations

• Sep 2015 - Present

Association management over several key areas including: * Operations & Committee - management of volunteer committees, implementation and oversight of processes to ensure task completion, and shepherding association goals into committee goals. Oversaw process improvement and organization projects to improve operations. * Membership Relations - the main point of contact for member inquiries, benefit oversight, community outreach, industry relations, and projects designed to improve member and volunteer engagement. * Program Development - Provide support to the volunteer teams creating program agendas for webinars and live events. Use industry connections and knowledge to craft sessions. Provide logistical support on the event day. * Event Management - Provide strategic oversight for all live events, vendor management, oversee project plans, event budgeting, and coordination between Agenda, Logistics, Sponsorship, and Event Staff. Drive task completion. Oversee event design. * Marketing - Create industry-specific content, write/design marketing materials to support campaigns, design marketing plans, create logos, and write miscellaneous copywriter. * Business Development and Implementation - Provide strategic input on organizational efforts to reach organizational goals. Program management. Policy creation. Created new sponsorship opportunities and programs. Show less

Project Coordinator

• May 2014 - Sep 2015

* Project management over 1099-K data corrections reducing risk of $36 million to $0 using a mix of data analysis, cross platform data mining and project management. Became subject matter expert in IRS 1099K processes, regulations and requirements. Oversaw annual tax cycle ensuring smooth process from data transfers to call center training. Vendor managed partner, Convey/Sovos, to ensure a successful partnership * Created dashboard metric scorecards for the Risk and Compliance teams in the payments division. * Helped craft policy and process for compliance, risk, underwriting, and chargeback team in the payment division. * Used Scrum and Agile methodologies. Show less

Process Design Consultant

• Feb 2013 - Nov 2013

* Created dashboard metric scorecards for the Risk and Compliance teams in the payments division.* Helped craft policy and process for compliance, risk, underwriting, and chargeback team in the payment division.* Assigned to Call Center team to reduce escalations to the Office of the President (OOP). Saw a reduction of 66% over three months while increasing customer experience.

Operations Project Coordinator

• Jun 2011 - Feb 2013

Managed projects using MS Project along with DAIC and AGILE methodologies using Six Sigma tools and strategies including FMEA, UCRA, BRD, WBS and control plans. Partnered with multiple lines of departments including IT, Risk, and Legal. Facilitated efforts of proficiency coaches, associate readiness, process design, reporting, and technology teams to ensure timely project implementations.Created process maps with Visio to ensure efficiency and include risk aversion. Supported business outcomes through role, skill, process, tool, and resource calibrations.Documented projects including PowerPoint presentations, tollgate status updates, control reports, and corporate communications.Created a new AR Post Deployment Survey process that identifies impacted associates that received Associate Readiness solutions during projects. The new process included creating reporting, presentation decks, and workflows which resulted in survey results being tabulated and presented to Business Operations for scorecards. Show less

Team Manager

• Aug 2008 - Jun 2011

* Utilized as department project and analysis point person. This included:* Implementing the validation process to ensure sale accuracy* Leading a Risk Avoidance and Remediation team to find aged loans and provide proper response* Analyze to strategize the West Hills’ portfolio acquisitions and staff ramp-up * Coordinating the HLS (Pittsburgh) training of the Pre-Sale process and document execution teams* Implementation of reporting organization to provide managers tools to oversee productivity.* Creating SharePoint site and workflows to streamline processes, managing, reporting and reduce risk for the Active Military, Missing Documents, Validations, and Next Day Sales teams. * Acted as a workflow consultant for the department that resulted receiving multiple Global Recognition awards. This included devising a plan to work with a depleted number of tech codes coupled with an increase of techs and providing new management tools and resources for the new LPS launch.* Managed up to 35 direct and in-direct associates. Coached multiple associates into management roles.* Oversaw the department’s daily quality validation to ensure quality and minimize department risk.* Created compliance trackers of department progress and provide analysis and remediation suggestions. * Before moving to projects/operational analysis role, managed a team of 6-10 associates, oversaw daily production, managed workflows and processes, and communicated department news and goals.* Designed new system of department work allocation by switching from “one tech to one portfolio” system to a “pod system” in order to meet a challenge of scarce codes companywide while at the same time introducing higher efficiency and quality. Show less

Team Lead Project Manager

• Jul 2003 - May 2008

* Oversaw the process design and transfer of multiple roles from US to India. * Oversaw a team of ten US-based associates and a team of 65 in India. * Managed the property tax operations inside the mortgage service unit. * Oversaw the process design and transfer of multiple roles from US to India. * Oversaw a team of ten US-based associates and a team of 65 in India. * Managed the property tax operations inside the mortgage service unit.

Event Marketing Manager

• Jul 1999 - Jul 2002

* End-to-End account management from concept to completion- included creative concepting, producing budgets, schedules and timelines, recruiting, hiring and training field staff, handling all artwork and production issues and ensuring that multiple deadlines are met before campaign launch. * Created final summary reports with summary portfolio that contains event details, distribution numbers, and consumer feedback. * Worked with Valvoline, ProMax, 7-Up, Showtime, ABC, WB network, and Palm on promotional campaigns ranging in design from Hand-To-Hand Sampling to National Road Tours. * Coordinated a team of 5-8 National Sales Account Managers working with new proposals and implementation of orders. Show less