Experience

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  Forrester

  • VP, Customer Experience Executive Partner

    • Mar 2022 - Present

    Strategic partner and advisor to senior CX leaders across a variety of industries. At Forrester, we partner with clients to accelerate success toward their priorities and deliver growth through customer obsession and CX transformation.

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  The Narrow Gate

  • Kalispell, Montana, United States

  • Owner

    • Mar 2021 - Mar 2023
    • Kalispell, Montana, United States

    Christian book & gift shop located in beautiful NW Montana

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  Wells Fargo

  • Charlotte, North Carolina Area

  • Head of CX Strategy, Planning & Alignment for Community Banking

    • May 2019 - Mar 2021
    • Charlotte, North Carolina Area

    Responsible for building strategy for and implementation of VOC program for 5,500 branches across the US. Deployed Medallia platform and training for all branch managers, support staff and regional executives over a 6 week period in March-April 2020. Development of feedback training for regional and branch managers, closed loop feedback processes, and ongoing VOC communications. Partnered with HR to enhance employee recognition program, Communications to raise the visibility of customer feedback within the organization and Branch Executives to infuse customer perspective into daily branch operations. Hosted quarterly sessions with regional executives to answer questions and share best practices.

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  Lead from the Ledge

  • Charlotte, NC

  • Founder

    • May 2018 - Mar 2021
    • Charlotte, NC

    Focusing on helping others use their gifts and working to build leaders that change the world. Leaders that strive to fulfill their purpose. Whether they are a leader in the business world, in their home, their community, their nonprofit or their church... they must learn to Lead from the Ledge in order to take control of their lives and soar above others. Visit us at www.leadfromtheledge.com to learn more.

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  Bank of America Merchant Services

  • United States
  • Financial Services
  • 700 & Above Employee

  • SVP - Marketing Operations & Client Experience

    • May 2016 - Mar 2018

    Manage all aspects of Business Operations for Product, Pricing, Marketing and Strategy groups; operational areas of marketing, pricing and service communications; and end-to-end Customer Experience across all segments of the organization in co-ordination with parent companies' CX groups. Implementation of Medallia system and development of Voice of the Customer (VOC) Program.

  • VP - Global Strategic Initiatives Program Director

    • Dec 2014 - May 2016

    Manage team of Project Management professionals responsible for complex client customizations, Executive Initiatives and International expansion. Drive Strategic Initiatives around Operating Model Re-engineering, Service Improvements and Customer Experience across portfolio ranging from Small Business to Large Corporate. Work directly with CEO and Executive Committee on strategic planning and execution of strategic initiatives to drive increased revenue, greater efficiency and improved Customer Experience.

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  Federal Reserve Bank of Richmond

  • Charlotte, North Carolina Area

  • Assistant Vice President, Supervision, Regulation & Credit - Risk Advisory

    • Oct 2011 - Dec 2014
    • Charlotte, North Carolina Area

    Oversee team of 35 risk professionals with strong expertise in areas of Credit Risk, Market Risk, Operational Risk, Enterprise Risk and Quantitative Risk Identification. Responsible for developing strategy for supporting supervisory and regulatory activities covering a portfolio of approximately 250 financial institutions; recruitment and development of team members; development of portfolio surveillance reports; and management of department budget and compensation pools. Subject matter expert dedicated to working directly with Reserve Bank President on Living Will legislation and financial institution Living Will reviews.

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  Robbins Gioia

  • Charlotte, North Carolina Area

  • Director of Operations

    • Sep 2005 - Oct 2011
    • Charlotte, North Carolina Area

    Responsible for overseeing all aspects of internal and external operations for Global Consulting firm, including: Recruiting/Hiring, Contract Negotiation, Subcontractor management, Finance (monthly closing, forecasting, budgeting), Strategic planning, personnel management and delivery oversight of consulting services. Liaison between Commercial segment management team and specialty area deliver leaders in areas of pipeline management, sales targets, staffing forecasts and delivery issue resolution.Provided onsite consulting services to variety of clients including large financial institutions, oil and gas multi-nationals, pharmaceutical manufacturers and international electronics manufacturers.

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  Wells Fargo

  • Chief Operating Officer

    • 1995 - 2005

    Responsible for day-to-day operations of Corporate Lending and Trading Division of Capital Markets Group, with 600+ employees on 4 trading floors in 3 countries. Managed team of 18 professionals that provided operational direction to Underwriting and Trading functions. Areas of responsibility included compensation management, operational process improvements, financial analysis and reporting, system development, recruiting and talent development, and compliance and regulatory oversight. Liaison to Compliance, Risk, Legal, HR, Finance, Operations and external Regulatory Agencies.

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  Hearst

  • Senior Financial Analyst

    • 1993 - 1995

    Responsible for consolidation and analysis of financial statements for businesses across television, radio, magazine and book publishing, timber farming, newspaper and real estate segments.