Experience

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  Wordcom Incorporated

  • Chief Data Intelligence Officer
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  Hanscom Federal Credit Union

  • Greater Boston

  • VP, Business Intelligence

    • Jun 2022 - Present
    • Greater Boston

    - Orchestrated the transition to a cutting-edge cloud-based data stack (Snowflake, Talend, Power BI) as the strategy leader and product owner, commencing in Q3 2023. In collaboration with the Data Systems team, this initiative, continuing through 2024, involves replacing our existing on-premise d...

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  TIAA

  • Boston, Massachusetts, United States

  • Director, Enterprise Marketing Analytics

    • May 2022 - Jun 2022
    • Boston, Massachusetts, United States
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  Salem Five Bank

  • United States
  • Banking
  • 700 & Above Employee

  • VP, Customer Analytics

    • Mar 2020 - May 2022

    - Spearheaded the launch of the Business Analytics and Reporting Council (BARC), assembling a cross-functional team of senior analytics representatives within the bank. BARC's primary objective was to drive the effective utilization of business intelligence reporting across the organization, facilitating informed decision-making and strategic alignment.- Developed comprehensive Paycheck Protection Program (PPP) customer profiles and reporting mechanisms for executive management, enabling real-time tracking, monitoring, and proactive communication with PPP customers throughout the pandemic. These initiatives were pivotal in ensuring continued support and engagement with critical stakeholders during challenging times.- Played a key role in the creation of self-service business line dashboards utilizing Power BI for executive management. These dynamic dashboards provided real-time insights into various customer experience (CX) metrics, management benchmarks, profitability indicators, and other pertinent metrics, empowering leadership with actionable insights for strategic decision-making.- Instrumental in training incoming analysts at the bank on a range of essential tools and platforms, including Fiserv banking software, Marketo, Power BI, and Excel. Through structured training programs and hands-on mentoring, facilitated the seamless integration of new talent into the organization, ensuring proficiency in critical technologies and processes.- Drove automation of internal operations processes and delivered actionable insights on all internal and external marketing campaigns. Leveraging advanced analytics tools and methodologies, streamlined operational workflows and provided executive leadership with valuable insights to optimize marketing strategies and maximize campaign effectiveness.

  • AVP, Customer Analytics

    • Mar 2017 - Mar 2020

    - Directed the management of Salem Five's customer data to ensure a seamless customer experience across both in-branch and online channels. By overseeing data integrity and accessibility, contributed to enhanced customer satisfaction and loyalty.- Established the Customer Centricity Council, a dedicated team of business line leaders committed to prioritizing customer-centric initiatives and continuously improving the Salem Five customer experience.- Launched the quarterly and annual customer survey white paper for executive management in Q1 2018, synthesizing and interpreting key metrics such as overall satisfaction, Net Promoter Score (NPS), and Customer Effort Score (CES), along with direct customer feedback. This initiative provided valuable insights to drive strategic initiatives and improve customer experience across brands and business lines.- Contributed to the construction and revamp of the 2019 retail incentive plan, leveraging year-over-year scenario analysis via pro forma. This strategic approach ensured alignment with organizational goals and incentivized desired behaviors to drive business growth and profitability.- Served as the lead marketing representative for successfully completed software conversions in September 2017, as well as mergers in May 2018 and October 2018. Managed comprehensive customer communications strategies and facilitated seamless transitions of multiple software tools and products, ensuring minimal disruption to customer experience.

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  Pearson

  • Orlando, Florida Area

  • Advisor, Analyst

    • Jun 2011 - Mar 2017
    • Orlando, Florida Area

    - Provided expert guidance to students and collaborated extensively with marketing, retention, and business analytics departments to optimize lead quality and improve overall conversion rates. Through cross-functional collaboration, ensured alignment of marketing efforts with organizational goals...

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  Destination Debt Solutions

  • Orlando, Florida Area

  • Financial Counselor

    • Mar 2009 - Jun 2011
    • Orlando, Florida Area

    • Enrolled lead generated clients into accredited payday loan consolidation program• Helped clients to monitor their personal spending and budgetary constraints, while negotiating their outstanding balances with creditors• Led the company with an average of $13,000 in new client sales per month o...

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  Grimco, Inc.

  • Orlando, Florida Area

  • Business Development Representative

    • Dec 2007 - Mar 2009
    • Orlando, Florida Area

    • Fielded wholesale customer orders from both Orlando and Tampa branches• Helped facilitate client support due to inventory caps or quality issues• Increased revenues for the four Florida branches more than $1 million from 2008 to 2009