Experience

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  First union direct

  Jan 1991 - Jan 1999

  Retail & commercial customer service team manager , operations officer

  Staff management, Quality controls Responsible to maintain third shift security relationships and procedures and to manage all projects related to the third shift operation.Accomplishments:- Identified compliance issues and initiated creation of a new Regulation DD process for the call center - Learned, managed and relocated the Regulation E Department in a four month time frame- Partnered to develop and evolve the third shift customer service team and operational environment- Provided leadership to Customer Service Representatives in an adverse environment while maintaining their respect and confidenceAccomplishments:- Developed temporary Adjustments and Investigations group within the call center w/i 2 week timeframe. - Relocated the First Fidelity Commercial Customer Service function during merger- Initiated and cultivated effective relationship with Adjustments and Photo Retrieval managers to ensure accurate and timely delivery for call center clients- Partnered with vendor to customize the customer investigation application for each segment within the call center Show less

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  First union direct/ wachovia direct access

  Jan 1999 - Jan 2005

  Avp, business systems consultant

  Business advocate for development and production support of the contact centers servicing platforms. Included gathering, analyzing and documenting detailed business requirements, business rules, oversight of system development and design, UAT, pilot and implementation to 5000 users across eleven call centers. In preparation for mergers and acquisitions, identified and analyzed impacts, developed interim processes and ensured flawless execution. Accomplishments:Advocated for the call centers in the knowledge management system conversion (Netscape to Web-based)Managed call center lease car and consumer loan conversions Assisted with other retail impacts and processes during the First Union/ CoreStates Merger.Active participant in the development of the check image archive and its integration within the call center applicationsCollaborated to develop new front end software application utilizing waterfall approachCompleted analysis, made recommendations for functionality inclusion, consolidated 400 active functions into 18; Rationalized 18 functions across 6 business segments within the call center environmentExpertly managed the collection of data across call centers to develop and solidify information architectureLed a team to develop the target navigation and user profile requirementsIdentified & developed employee skills tables to support the business rulesPerformed as lead Business Analysts and managed the project Selected by management to oversee the new customer investigation application development project (ECM) for the call centers and drove multi-channel and segment collaboration as well as integration with the multi-channel desktop development project. Contributed to system development efficiencies and time/ cost efficiencies. Elicited requirements for contextual help and knowledge management and rationalized those requirements across business segments and delivery channels. Show less

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  Wells fargo national bank

  Jan 2005 - Feb 2010

  Vp, senior business architect

  Provided leadership and mentorship, support and execute business architecture disciplines while developing and evolving business architecture methodology, metrics and artifacts in alignment with Business Architecture strategic vision. Identified, analyzed and documented detailed business requirements utilizing IFW, IGRAFX and TIBCO. Facilitated and mediated to unify processes across product and delivery channels providing cost reduction, reuse and consistency in process. Improved and measured processes enterprise-wide using DMAIC. Accountable as model manager for advocating and governing the Business Architecture methodology and artifacts to ensure consistency, reusability and integration into the enterprise model. Accomplishments: Developed, evolved and executed the Business Architecture procedures, guidelines and best practices Partnered with team to articulate the business value of the Business Architecture approach:Measured and realized a 23% reduction in project costs and time to deliver. Enabled $16 million in technology reuseRealized up to an 80% reduction in change controls.Drove up to an 80% reduction in effort to complete key project deliverables.Eliminated up to 44% of cross channel and product variances.Identified and avoided $24 million in unexpected project expense.Collaborated to develop a new multi-channel Deposit Account Opening application, Credit card application and new product processes utilizing the business architecture disciplineKeynote presenter-IFW Conference Show less

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  Bank of america

  Feb 2010 - now

  Building Enterprise Process Architecture and developing enterprise process modeling standards and best practices to drive a process culture.Accountable as model manager for building model mgt best practices and developing standards and governance routines.Collaborating with IT to enhance tool capabilities to drive quality assurance, model management and governance.Contributing to Development & execution of Enterprise Process Taxonomy, portfolio rationalization and business architecture related strategies. Show less

  • Process Design Engineer; SVP

    Feb 2018 - now

  • Business Process Architect mgr; SVP

    Feb 2015 - Feb 2018

  • Sr Business Architect; SVP

    Feb 2010 - Feb 2015