Experience

ITA Group, Inc.

• United States
• Advertising Services
• 500 - 600 Employee

• • Sep 2018 - Present

• • Sep 2018 - Present

  Operations lead for 5 programs, serving as the primary point of contact for both internal and client stakeholders. • Develop project plans yearly for each program and delegate responsibilities across project teams.• Establish and document processes and quality control measures to ensure consistent deliverables.• Formulate and present meaningful measurement decks to clients that highlight key performance indicators and provide thought leadership.• Maintain program financials monthly, tracking margins for each department and right-sizing expenses and forecasts. • Lead cross functional teams in scoping and quoting efforts during program renewal to ensure our solution meets the client’s key business objectives and delivers value.• Function as the program SME, tracking project milestones and providing status updates to leadership monthly. Show less



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• • May 2014 - Sep 2018

  Manage large, high profile client relationships by developing, leading and executing strategies and initiatives that optimize business opportunities. • Execute on demands of over 700 dealers within the program portfolio by managing multiple and complex client projects, de-escalating high profile issues, communicating clearly, and consistently meeting deadlines.• Analyze current projects and client behavior trends to develop go-forward strategies.• Collaborated with multiple functional areas to organize the roll-out of 3 new client programs.• Developed PowerPoint presentations to present information to all levels of management.• Coordinated the launch of new client technology and monitor implementations to ensure successful completion.• Manage client program budgets and analyze performance to ensure mutually profitable relationships.• Engage in risk mitigation activities including identifying risk, monitoring issues, and following up on concerns.• Consult with internal teams and external clients to successfully balance competing priorities.RELEVANT ACHIEVEMENTS• 1 of 12 individuals selected, out of a business unit of 1,100, to serve on the President’s Council.o Received the President’s Awardo On the only team that was able to implement their initiative• Increased processing volume with multiple clients in a portfolio that totals over $174MM in volume:o Client 1: up 9% in 2017 and up 12% YTDo Client 2: Up 60% in 2017 and up 20% YTDo Client 3: Exceeded first year volume goal by $2.2MM and up 40% YTDo Client 4: 5th largest client up from $1.3MM to $4MM• Promoted five times in six years. Show less

• • Jun 2013 - May 2014

  Manage and prioritize a pipeline of complex work to meet required turn times and service levels agreements.• Identified best practices in relation to the retrieval process and developed a standard operating procedure.• Executed multiple risk quality reviews and met audit deadlines.• Consistently earned 100% quality review scores and achieved high productivity ratings each month.• Ensured compliance with company policies and government regulations.

• • Mar 2012 - Jun 2013

  Deliver excellent customer service while meeting quality and production metrics.• Managed and resolved confidential escalated customer issues quickly and effectively.• Averaged 100% productivity and high-quality scores, earning employee of the month twice.• Cross-trained with various departments to broaden knowledge of systems thus enhancing job performance.



Catch Des Moines

• United States
• Travel Arrangements
• 1 - 100 Employee

• Summer Street Intern

  • Jun 2011 - Aug 2011

  •Accommodated client needs at events and collaborated with fellow interns to administer information booths •Utilized Microsoft Office Suite for presentations and communications with staff and interns •Coordinated, developed and facilitated a meeting for 10 interns and management •Accommodated client needs at events and collaborated with fellow interns to administer information booths •Utilized Microsoft Office Suite for presentations and communications with staff and interns •Coordinated, developed and facilitated a meeting for 10 interns and management