Experience

Bank of America Merrill Lynch

• United States
• Financial Services
• 700 & Above Employee

• Strategy Manager

  • May 2022 - Present

• Platform Manager

  • Aug 2017 - Sep 2022

• SVP, Sales Performance Manager - Business Banking SE Region

  • Apr 2015 - Aug 2017

  • Supports the Southeast region of Business Banking that services clients between $5 and $50 million in sales size. The region consists of 10 markets managing 4,500 clients and generating $350 million in annual revenue.• Partners with market executives and regional executive to evaluate overall sales activities through direct participation in client team meetings, client calling activities and portfolio analysis meetings.• Enables client managers to growth revenue and improve client satisfaction by providing support and tools to effectively prioritize and organize client interactions.• Responsible for developing strategic and tactical plans to assist with client deepening and prospecting to increase client acquisition.• Required to develop and execute action plans to improve client satisfaction that is measured internally and externally. Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• SVP, Customer Experience Manager

  • May 2011 - Mar 2015

  • Deployed a new customer complaint definition and capture process to over 150K associates and vendor employees to satisfy external regulatory requirements.• Supported compliance, audit and OCC validation processes to ensure all lines of businesses complied with the new customer complaints process and reporting requirements.• Led a team of six associates to manage Fraud and Claims Customer Experience, including analysis of customer feedback, ideation of remediation concepts, customer satisfaction goal setting, etc. • Rolled out a new fraud detection online survey to measure customer experience.• Deployed a new fraud detection process for preferred customers to support the differentiated treatment strategy.• Developed differentiated product fulfillment processes for the preferred segment. Show less

• SVP, Business Control Manager

  • May 2009 - May 2011

  • Managed a portfolio of over 20 initiatives with a budget of $3-$5 million/year that reduced internal associate risk. Accountable for prioritizing risk reduction projects based on funding and resources.• Managed the closure of four self-identified audit issues and one corporate audit issue that resided in the Banking Center channel.• Developed the annual program strategy to define risk mitigation opportunities for the upcoming year.

• SVP, Process Design Consultant II

  • Jan 2006 - May 2009

  • Analyzed customer research across consumer businesses to develop a differentiated service strategy for the preferred segment.• Deployed the first preferred call center that provided higher levels of service for preferred customers.• Managed the associate readiness and training for the affinity products launch in the Banking Centers as part of the MBNA transition.• Provided credit sales support for the Banking Center channel during new product launches and process changes.

• VP, Senior Project Manager

  • Jul 2004 - Jan 2006

  • Managed major projects impacting multiple mortgage business units, products and processes that required cross-functional coordination, communication and negotiation.• Responsible for maintaining a $5-$10 million project budget for the home loans portfolio.• Led a team of four project managers that were responsible for managing homes loans initiatives that included improvements in mortgage fulfillment and new product launches.• Obtained six sigma greenbelt by streamlining the project management process for home loans initiatives. Show less

• VP Project Management

  • Sep 1999 - Jun 2004

  • Successfully rolled out a new sales process for cash management accounts as part of the NationsBank/Bank of America brokerage conversion.• Rolled out a new incentive platform for the investment contact center.• Deployed a new compensation plan for Financial Advisors and Private Bank Client Managers that allowed them to deepen relationships through a revenue sharing agreement.• Rolled out new Standard & Poor’s mutual fund sales tools to the Financial Advisors.• Transferred our investment research from Goldman Sachs to Bank of America’s internal research that saved the company $2 million/year. Show less

• Banking Center Manager

  • Jan 1998 - Aug 1999

  • Responsible for meeting banking center goals related to product sales, referrals, customer service, fee income and deposit and loan growth. Successfully achieved 100% of the Banking Center goals each quarter during my role as the manager.• Conducted semi-annual audits of all banking center operations to minimize operational risk.• Managed a Banking Center team of eight associates that were responsible for providing service to new and existing customers.

• Personal Banker

  • Mar 1996 - Jan 1998

  • Responsible for selling consumer and small business products and services, including investment referrals, to potential and existing customers. Focused on deepening customer relationships during every sales and service interaction.• Successfully achieved 100% of my sales and service goals each quarter based on the compensation structure.• Obtained my series 6/63 licenses through Banc of America Investment Services, Inc to offer cash management accounts to new and existing customers.