Experience

Cancer Support Community Arizona

• Program Administrator

  • Jul 2023 - Present

  Phoenix, Arizona, United States



ON Advertising

• Account Coordinator

  • Mar 2022 - Jan 2023

  Phoenix, Arizona, United States



JPMorgan Chase & Co.

• United States
• Financial Services
• 700 & Above Employee

• Vice President; Field Development, Wholesale Payments

  • 2017 - Jan 2022

  Phoenix, Arizona Collaborate with executive leaders from Product, Wholesale Payments and supporting lines of business to proactively address field performance and behavior gaps by implementing creative, innovative solutions that align with key organizational strategies - Serve as program lead for our field-centric training program, Level Up!, which focuses on product and technical eLearning modules, webinars, video-casts, and corporate coaching through mock client engagements, representing over $28.7M of… Show more Collaborate with executive leaders from Product, Wholesale Payments and supporting lines of business to proactively address field performance and behavior gaps by implementing creative, innovative solutions that align with key organizational strategies - Serve as program lead for our field-centric training program, Level Up!, which focuses on product and technical eLearning modules, webinars, video-casts, and corporate coaching through mock client engagements, representing over $28.7M of incremental revenue to the business as value-added services and products - Implemented Level Up! programming into our Wholesale Payments space by sponsoring several commercial card partnership initiatives that drive additional revenue across the firm through commercial and investment banking opportunities - Led Merchant Services Training Audit efforts, working with field leaders and learners to eliminate all past due new hire training assignments and conduct bi-monthly reviews on all new hire training courses and providing quarterly findings and reinforcement solutions during our sales practice forum sessions - Established a variety of on-demand training modalities through the use of SME (Subject Matter Expert) Central, Adobe Connect, Video Central and eLMS, (Learning Management System), tools used to enhance individualized learning experiences - Oversee all risk and control related activities as delegated by action plans assigned to the field, including Protecting Sensitive Data training, Credit Risk education, Quality Adherence instruction and the creation of standard operating procedures and job aides specific to our team

• Vice President, Field Enablement, Merchant Services

  • 2016 - 2017

  Phoenix, Arizona Developed, executed and facilitated learning and staff progression initiatives by proactively identifying and continuously driving more effective and efficient procedure improvements, delivering real-time visibility to management and key stakeholders - Drove global adoption and reporting standardization our CRM tool, salesforce.com Managed key aspects of Merchant Services’ annual sales conference (e.g., attendee surveys and learning follow up , coordination of internal partner and… Show more Developed, executed and facilitated learning and staff progression initiatives by proactively identifying and continuously driving more effective and efficient procedure improvements, delivering real-time visibility to management and key stakeholders - Drove global adoption and reporting standardization our CRM tool, salesforce.com Managed key aspects of Merchant Services’ annual sales conference (e.g., attendee surveys and learning follow up , coordination of internal partner and external vendor showcases and networking opportunities - Coordinated tools and training related to technology change, process improvement, metrics and SLA measurements to achieve targeted leadership goals

• Vice President, Training and Events Coordinator, Commerce Solutions

  • 2015 - 2016

  Served as line of business SME and learning specialist to help establish and promote training delivery as an extension to our Learning and Development organization - Organized and hosted the inaugural sales conference, which included an audience of over 1,500 relationship managers and sales teams, leadership, industry experts, functional partners and executive sponsors - Established the first new hire training program solely dedicated to relationship managers and sales representatives… Show more Served as line of business SME and learning specialist to help establish and promote training delivery as an extension to our Learning and Development organization - Organized and hosted the inaugural sales conference, which included an audience of over 1,500 relationship managers and sales teams, leadership, industry experts, functional partners and executive sponsors - Established the first new hire training program solely dedicated to relationship managers and sales representatives, delivering the foundational knowledge needed for a great start our firm along with targeted skills transfer for elevate performance

• Vice President, Customer Relationship Manager Senior, Commerce Solutions

  • 2012 - 2015

  Phoenix, AZ Managed a team of relationship managers responsible for retaining small business accounts, driving a philosophy of owning issues from start and resolving escalations to deliver exceptional service - Created the department’s resiliency plan based on identified operational inefficiencies to ensure that we could meet customers’ needs in a timely fashion and handle unforeseen events that would disrupt service – testing the plan on a quarterly basis - Built a high performing team that… Show more Managed a team of relationship managers responsible for retaining small business accounts, driving a philosophy of owning issues from start and resolving escalations to deliver exceptional service - Created the department’s resiliency plan based on identified operational inefficiencies to ensure that we could meet customers’ needs in a timely fashion and handle unforeseen events that would disrupt service – testing the plan on a quarterly basis - Built a high performing team that prioritized controls with achieving business results - Facilitated my department’s first instance of risk testing focused on over 120 different use cases to ensure the firm was safeguarded against reputational and operational risk - Established the department’s quality team, which measured each employee’s customer interaction and resulting documentation leading to consistency and standardization for everyone - Designed a new hire training program for small business relationship managers that outlined a two month, specialized on-boarding process contributing to the employee’s success in their new positions, elevating the client experience



Bank of America

• United States
• Banking
• 700 & Above Employee

• Assistant Vice President, Consumer Strategic Analyst II, Consumer Lending

  • 2010 - 2012

  Phoenix, AZ Partnered with technology to integrate and deliver resources and solutions that incorporate a broader multi-year enterprise technology strategy by providing design requirements, testing and lending process coordination to deploy the firm’s credit risk strategies - Utilized business analytics to continuously improve our lending systems that propelled the enhanced automation of lending decisions via bankofamerica.com resulting in the reduction of call volume and the necessity of judgmental… Show more Partnered with technology to integrate and deliver resources and solutions that incorporate a broader multi-year enterprise technology strategy by providing design requirements, testing and lending process coordination to deploy the firm’s credit risk strategies - Utilized business analytics to continuously improve our lending systems that propelled the enhanced automation of lending decisions via bankofamerica.com resulting in the reduction of call volume and the necessity of judgmental lending analysts for these particular requests - Contributed to the elevated workflow that allowed our automated card renewal program to review credit line assignments in real-time and detect risk and growth probabilities

• Assistant Vice President, Existing Customer Credit, Consumer Lending

  • 2008 - 2010

  Phoenix, AZ Oversaw a team of senior credit analysts responsible for growing business through increased utilization of consumer credit accounts, while also mitigating risk and protecting the bank’s unsecured assets - As a top-performing leader, was chosen to move into this role which provided more oversight into clients’ accounts with the evolution of this department changing from growth to risk as a direct result of the housing crisis and recession - Due to my vast experience as a credit analyst… Show more Oversaw a team of senior credit analysts responsible for growing business through increased utilization of consumer credit accounts, while also mitigating risk and protecting the bank’s unsecured assets - As a top-performing leader, was chosen to move into this role which provided more oversight into clients’ accounts with the evolution of this department changing from growth to risk as a direct result of the housing crisis and recession - Due to my vast experience as a credit analyst, was selected to perform large-loan sign offs, in addition to the Site Leader, to ensure customer requests were attended to in a timely fashion - Delivered on the ability to set customers up on fixed payment plans, hardship programs and settlements as appropriate, typically reserved for senior collection managers, but given these additional responsibilities due to my tenure and the departmental focus on customers undergoing financial stress as a result of the economy

• Officer, Customer Retention, Consumer Lending

  • 2006 - 2008

  Phoenix, AZ Led a team of senior credit analysts responsible for retaining consumer credit card accounts through rate negotiation, resolving complex customer inquiries, negotiating credit line assignments, growing revenue and delighting customers - Chosen to relocate to Phoenix, AZ as an elite leader among Customer Retention managers to assist in the transition of crucial workflow changes from MBNA to Bank of America - Provided oversight for training and development for the entire Phoenix Customer… Show more Led a team of senior credit analysts responsible for retaining consumer credit card accounts through rate negotiation, resolving complex customer inquiries, negotiating credit line assignments, growing revenue and delighting customers - Chosen to relocate to Phoenix, AZ as an elite leader among Customer Retention managers to assist in the transition of crucial workflow changes from MBNA to Bank of America - Provided oversight for training and development for the entire Phoenix Customer Retention staff in consumer credit lending philosophies as we shifted to a judgmental lending work group



MBNA

• United Kingdom
• Financial Services
• 200 - 300 Employee

• Customer Relationship Management - Management Development Program

  • 2005 - 2006

  Newark, DE and Wilmington, DE • Assisted customer contact areas to accommodate the demanding business needs • As the future leaders of the company, set the example of flexibility, innovation, quality and leadership • Supported in the following business areas: Business Lending Customer Satisfaction, US Card Customer Satisfaction, Customer Correspondence, Customer Retention, Credit Acquisition, and Existing Customer Credit • Selected to be a part of the pilot program for the Best Customer Unit • Obtained US Credit… Show more • Assisted customer contact areas to accommodate the demanding business needs • As the future leaders of the company, set the example of flexibility, innovation, quality and leadership • Supported in the following business areas: Business Lending Customer Satisfaction, US Card Customer Satisfaction, Customer Correspondence, Customer Retention, Credit Acquisition, and Existing Customer Credit • Selected to be a part of the pilot program for the Best Customer Unit • Obtained US Credit Card Lending Authority • Provided Manager Coverage in US Card Customer Satisfaction, US Card Customer Assistance, US Card Customer Retention, and Business Lending Collections

• Business Lending Retention Task Force

  • 2005 - 2005

  Newark, DE • Persuaded customers to keep their accounts by overcoming objections and supplying them with the highest levels of customer service • Provided customers with promotions, lower interest rates, and additional products in order to maintain relationship and encourage usage of their existing account • Aware of competitors and the market to convey accurate information to the customer • Business Leader, MBNA, Top Performer (Jan. 2005)

• Business Lending Activation Account Manager

  • 2004 - 2005

  Newark, DE • Responsibilities included encouraging account utilization through sales of balance transfers and cash advances • Built a strong rapport with customers through their first contact with MBNA • Educated customers on the many benefits and features of their business account • Utilized product knowledge, sales techniques, and problem solving to increase the bank’s outstandings • Business Leader, MBNA, Top Performer (Nov. 2004)