Experience

• 

  Vanguard

  Mar 2004 - Oct 2020

  Department Head within Vanguard's Retail division leading the Retail Retirement Center. The RRC contact center serves as the center for excellence around complex retirement service question and product information. Senior manager within Vanguard's Retail Operations Division, specifically their broker dealer operations unit. Responsible for leading Client Side Operations teams. Specialized focus around building broker dealer after self clearing project that was completed in 2009. Project manager in a large scale organizational design project in charge of merging 1200+ employees and various workflows and complex processes. Led and executing on transformation while working and coordinating with 30+ managers. Managed and led an internal & resource management team who supported an internal client base of 800 people. Specialized focus on data reporting, intraday/daily resource management, and performance management reporting.

  • Senior Manager, Business Technology

    Aug 2018 - Oct 2020

  • Senior Manager - Retail Services Personal Investor

    Jul 2017 - Aug 2018

  • Senior Manager - Retail Retirement Center

    Feb 2016 - Jul 2017

  • Senior Manager - Retail Specialty Brokerage Operations

    Mar 2012 - Feb 2016

  • Project Manager

    Feb 2011 - Mar 2012

  • Line Manager

    Oct 2009 - Feb 2011

  • Supervisor

    Oct 2007 - Oct 2009

  • Conn Associate/Adminstrator

    Mar 2004 - Oct 2007
• 

  Infosys ltd

  Oct 2020 - Feb 2022

  Senior manager, business technology

  Drove ITSM/Production Support for 2000+ power users of applications, services, and processes for the institutional side of Vanguard's business. Achieved 5% productivity gains YoY as well as reduced risk through automation and process improvement

• 

  Infosys bpm

  Feb 2022 - Sept 2023

  Services head - client operations; head of participant services for vanguard account

  Led global call center of 400+ agents driving KPIs such as ASA, AHT, and client satisfaction. Drove restructuring and improvements within team by reducing ASA from 2500 seconds to 30 seconds while concurrently driving workforce planning and hiring/training capabilities.

• 

  Infosys

  Sept 2023 - now

  Driving API modernization within LPLs technology infrastructure through global development, testing, and adoption teams Partnered with our Vanguard account to drive participant personalization through an omni channel approach.

  • Senior Program Manager - LPL Account

    Aug 2024 - now

  • Program Manager - Participant Personalization

    Sept 2023 - Aug 2024