Experience

• 

  Td ameritrade

  Jan 2004 - Oct 2022

  Led a group of continuous improvement practitioners whose objectives were aligned to enhancing client value while improving how work is completed for all stakeholders. Contact Center operational excellence index assessments, middle office efficiency engagements, consulting on digital self service transformation, teaching leaders advanced problem solving techniques, and created snr leader huddle framework for distribution leaders to come together and consume client experience strategy on an ongoing basis. Show less Led a department of multiple shared services functions.Workforce Management - intra day control: realtime contact center monitoring of client demand, shifting resources to satisfy client needs across phone, chat, and email channels. Scheduling: resource allocation and scheduling from current week to 4 weeks out in order to align non productive time of agents with scheduled client demand while satisfying agreed upon service levels. Forecasting: long range planning for client demand and staffing requirements to set financial budgets and forecasts. Assessing extrinsic factors that drive investors to contact their broker while leveraging historical patterns to influence a path forward. Scenario planning for snr execs to set budgets and SLAs. Unified Client Communications: led a group of business side product owners. Platforms in the portfolio included, Avaya and Cisco ACDs, Workforce management suite of products and call recording (NICE and Calabrio), KANA email platform, and Liveperson Chat channel. Retail Support team also responsible for all onboarding provisioning of new hires, job change profiles, and separation tickets. also maintained seating occupancy of corporate locations. Contact Strategy team: responsible for setting cross sell strategy and alerts for contact center and analysis for organization performance while working with HR compensation to set annual comp targets for producers. Also maintained and set outbound contact campaigns for client book penetration and client centric solutions across the sales force of the branch network.Key achievement was the Scottrade conversion. All functions of group were integral contributions to the successful integration of the Scottrade customer base. Long range Conversion forecast came within 1% of actual demand received the first business day post conversion weekend. Show less Implementation and deployment of Operational Excellence principals, systems, and tools across Retail Distribution. (Contact Center, Retail Trader, Distributed Branch Network, Centralized Sales, TDAIM, Shared Services functions, Strategy and Analytics, Learning and Development)Targeted end to end value mapping of key functional areas of the business to visual client value delivery system, identify waste, redesign and implement. installation of visual management, targets, metrics, trending performance at the agent, team, and department levels across the organization. Drove 12% decline in headcount expense, 47% improvements in cross sell productivity, and 140% lift in asset conversions as a result of implementations. Show less

  • Director, Business Strategy

    Jun 2021 - Oct 2022

  • Director, Integration Management Office

    Jan 2020 - Oct 2022

  • Director, Retail Better Way and Client Experience

    Aug 2018 - Jan 2020

  • Director, Workforce Management, Systems, and Contact Management

    Feb 2017 - Aug 2018

  • Director, Retail Operational Excellence Group

    Jan 2016 - Jan 2017

  • Director, Retail Lean

    Nov 2013 - Jan 2016

  • Senior Manager, Retail Lean Initiatives

    Jul 2013 - Nov 2013

  • Manager, Retail Lean Transformation Team

    Jan 2013 - Jul 2013

  • Manager, Lean Center of Excellence

    Mar 2012 - Jan 2013

  • Manager, Investor Solutions

    Nov 2009 - Apr 2012

  • Team Manager, Branch Resource Desk

    May 2008 - Nov 2009

  • Team Manager, Emerging Investor Segment

    Oct 2007 - Apr 2008

  • Account Executive, Private Client Services

    Jan 2006 - Oct 2007

  • Apex Representative

    Jan 2005 - Jan 2006

  • New Accounts Representative

    Jan 2004 - Jan 2005
• 

  Charles schwab

  Oct 2022 - now

  Operational Services integration planning and readiness responsibilities for vendor relationship rationalization, staffing and training plans, and harmonizing process/procedure deltas. Leadership and oversight of product owners participating in account conversion planning between broker dealers.

  • Director, Business Unit Risk, Control Transformation and Optimization

    Jun 2024 - now

  • Director, Business Strategy

    Oct 2022 - Jun 2024