Experience

• 

  Allianz Trade In North America

  • Relationship Executive, Fi Distributions

• 

  Morgan Stanley

  • United States
  • Financial Services
  • 700 & Above Employee

  • Director, Relationship Partner, Wealth Managment

    • Jan 2021 - Present

    Providing assistance and direction to our clients

  • Director; Corperate Loan Servicing/Firmwide Operations

    • Oct 2016 - Jan 2021

• 

  Bank of America

  • AVP; Operations Manager

    • Oct 2015 - Oct 2016

    Manage team of inbound call center agents for dispute claim initiations. Schedule management, workforce monitoring, risk management, coaching

  • AVP; Segment Team Leader

    • Jun 2009 - Oct 2016

    Daily workforce management, leading the efforts of others, customer service, escalation management, de-escalation

  • AVP; Fulfillment Team Lead

    • Mar 2012 - Jan 2014

    -Responsible for managing a team of 13 associates-Successfully posted into Management role. Quickly learned and adapted to new responsibility in role and as a manager. Assisted site in achieving top Customer Experience scores and top Quality score with less than 1% Defect rate -Maintain Quality standards by performing audits of all loans moving to closing to ensure consistent -Perform 1 on 1 coaching in order to develop an action plan to achieve results-Take escalation calls and respond to emails to resolve customer issue or complaints

  • Credit Analyst III; Customer Level Risk Detection, Outward Existing Credit

    • Jun 2011 - Mar 2012

    Responsible for re-underwriting existing loans based on credit worthiness of the customer• Strategy generated risk detection reviews to mitigate risk and balance growth• Responding to inbound calls and providing excellent customer service.

  • Credit Analyst II; Inward Existing Credit/Outward Existing Credit

    • Mar 2010 - Jun 2011

    Primary duty involved working out of judgmental strategy queue to either mitigate risk or grow the business while balancing ability, stability and willingness to repay debt philosophy and providing peer to peer coaching

• 

  Nationwide Nissan

  • Timonium, MD

  • Sales Associate

    • Feb 2007 - Apr 2008
    • Timonium, MD

    Delivered excellence customer service and explained full vehicle lineup to ensure requirements and needs for the customer were met.

• 

  PHH Corporation

  • Sparks, MD

  • Vehicle Specialist

    • Nov 2004 - Feb 2007
    • Sparks, MD

    Responsible for providing excellent customer service while taking inbound calls from drivers requesting vehicle maintenance. Additional responsibilities included taking inbound calls from repair shops in order to approve recommend service on vehicles, making outbound calls to ensure best prices or to better understand recommended services and negotiated with repair shops if did not agree with recommendations.