Experience

• 

  Yourpharmacy.com

  Jan 1999 - Jan 1999

  Manager customer care
• 

  Express scripts

  Jul 2001 - Oct 2007

  Director, quality assurance & training

  Ownership, staffing, planning and budgetary responsibility for nationwide Quality & Training organization. Led team of 100 people including senior managers, managers and individual contributors. Facilitated the creation, testing and roll-out of a revised quality program focused on raising the bar on service and supporting the company's service mission. Utilize Six Sigma and LEAN tools to conduct root cause analysis and implement process improvements.

• 

  Mastercard

  Nov 2007 - Apr 2015

  Built a team of Release Managers, responsible for the successful execution and implementation of multi-million dollar software releases, distributing new features and functionality to MasterCard clients across 210 countries. Established best release management practice for core systems, and used high influencing skills to deployed best practice across the organization in order to improve the consistency and quality of service to MasterCard clients across the world. Utilized strong problem solving skills, LEAN and Six Sigma tools to determine root cause, solve difficult organizational problems. Created and implement standard processes including the build out of a new Portfolio Management function across the IT organization. Ownership of Release Management Office responsible for management and oversight of software releases on our core applications impacting thousands of customers in more than 200 countries.

  • Director, Release Management Office

    Nov 2007 - Apr 2015

  • Senior Consultant, Process Engineering

    Jul 2010 - Aug 2011

  • Director, Project Planning & Delivery

    Nov 2007 - Jul 2010
• 

  Usaa

  May 2015 - Aug 2019

  Lead team of Client Relationship Managers within Member Operational Communications (MOC) responsible for serving all Product lines for the Bank to ensure that communication needs were met with the highest quality, most speed and least cost. Accountable for the creation and management of a horizontal team responsible for driving integrated and optimized solutions to risk and compliance issues that impacted multiple business lines.

  • Director, Client Relationship Management

    Oct 2017 - Aug 2019

  • Director Business Control Optimization & Integration

    May 2015 - Oct 2017
• 

  Usaa federal savings bank

  Aug 2019 - Aug 2022

  Director, bank business risk & controls - document governance

  Leads team responsible for ensuring bank policies and procedures align with the Risk Governance Framework, meet internal Policy on Policy requirements as well as the regulatory expectations of a large financial institution.

• 

  Edward jones

  Aug 2022 - now

  Ethics risk and compliance strategy officer