Experience

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  Citi

  May 2001 - Feb 2004

  Team manager

  Managed a team of remittance professionals responsible for accurately and timely imaging and encoding of customer payments.

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  Bank of america

  Apr 2004 - Mar 2005

  Avp, senior operations manager - global technology & operations

  Led a team of professionals to drive and manage projects, metrics reporting, forecasting, ad hoc requests and management routines (business reviews, off sites, town halls, exec. reporting, leader communication). ❖ Analyzed data to determine volume trends and anticipate staffing capacity needs. ❖ Managed site incoming mail volume which averages 4M items per month. ❖ Served as Operations Readiness Leader for the site as part of Transformation and Post-Transformation processes. ❖ Managed, coordinated and analyzed data to determine placement of 100+ employees across four shifts into new shift block schedules to ensure alignment matched incoming mail volume trends during Transformation. ❖ Coordinated across teams operating activities such as organizational health, procedure updates, general business reporting, compliance training and communication routines. • ❖ Provided training, coaching, performance evaluations, and goal setting for all permanent and temporary staff. ❖ Defined management routines across team inclusive communications, associate engagement, recognition, leadership reporting and meeting/reporting standards. ❖ Instituted communication routines across the team inclusive of monthly meetings. Improved the process based on employee feedback. Achieved 94% effectiveness rating with the team. ❖ Collaborated with Employee Engagement Champions across teams in driving out action plans. • ❖ Assisted in the execution of internal control discipline and operation excellence within Wholesale Lockbox Services. Show less

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  Ge capital

  Mar 2006 - Feb 2013

  Process manager

  ❖ Managed customer service functions and all transaction processing for $90M portfolio of key commercial credit accounts, including Lowe’s, Amazon, Sam’s, and New Egg electronics and computers through a team of 20-40 associates. Ensured service level agreements and legal regulatory requirements were met, including audit and compliance guidelines. Provided ongoing training for associates to eliminate or reduce customer impact with consumer and government accounts for all commercial accounts.❖ Reduced electronic posting errors and defects approximately 30% and improved first call resolution by promoting customer centricity while consistently meeting monthly billing strategy requirements, and providing on-going feedback regarding monthly production performance scorecards, performance appraisals, and account audits in a 15-month period.❖ Increased quality processing rate 63% the first year by monitoring daily work queues and verifying accountable posting of accurate payments to U.S. and Canadian clients / consumers within a 30-day processing period in 2013.❖ Assisted the company in retaining and extending a major retail account by presenting one of company’s best practices of a detailed cash application process to the client, resulting in client authorizing 5 additional headcount dedicated to providing service for account.❖ Reduced YOY errors in Encoding / Miss Applied, and Lost Payments for routine paper payment channels 10% by driving 5.4 sigma with an overall operating sigma for all defects of 5.3 in 2017.❖ Increased SLA attainment accuracy from 98% to 99.5% by identifying over $1M in suspense payments, exceeding stretch goal Show less

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  Synchrony

  Mar 2013 - Dec 2019

  Senior operations manager

  Served as the Operations Team Leader for the Consumer Mail Room. Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.❖ Facilitated management meetings to enhance collaboration and maintained culture based on trust and group problem-solving.❖ Developed and implemented a high-quality work environment as measured through employee satisfaction ratings.❖ Successfully implemented two insourcing business process initiatives which included systems integration, process mapping, job aid documentation and employee training.Great Places to Work Leader for 3 years responsible for driving employee satisfaction survey - 94% or higher three consecutive years.❖ Drove employee accountability and implemented process improvements within the Commercial and Consumer teams resulting in meeting all SLA and Quality expectations. Show less

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  Deluxe

  Dec 2019 - now

  Responsible for assisting with the set-up of new vendor sites, adding new services to existing sites, and once set up, training the vendor on company process and procedures, and ensuring compliance to them.❖ Manage and address Vendor performance failures:Monitor customer service cases and concerns for services provided by vendors at theirsites.Drive resolution, root cause analysis, and corrective action on quality or delivery errors by vendor site.Assess SLA penalties based on vendor performance failures; reconcile and approve vendor invoices.❖ Manage Deluxe processes, procedures, and equipment:Train vendor managers on operational, customer service, and change managementprocedures.Ensure vendor staff are compliant with Deluxe operational procedures.Manage Deluxe owned processing equipment in vendor sites.❖ Project tasks:Assist vendor and Deluxe project teams with setup of new sites or adding new services toexisting sites.Participate in vendor compliance audits and manage remediation steps to the timelineagreed upon.Work with Deluxe Business Continuity and Disaster Recovery leaders to ensure that plansare in place and tested for vendor sites.❖ Performance measurement and reporting:Create vendor scorecards and meet monthly with Deluxe and vendor leadership to reviewvendor performance.Lead QBRs with each vendor to review performance and align on business support needs.❖ Drive continuous Improvement:Engage internal partners/receivers of the services provided by vendor to improve delivery,quality and drive continuous improvement.❖ Surveillance manager responsible for updating client on Quality issues Show less Payment processing services for Lockbox and Wholesale Remittance Payments. Responsibilities included the overall day-to-day site performance delivering high standards of service by making the most effective, efficient and consistent use of all available staff and technology resources. ❖ Managed daily performance, communication, and interaction with client partners and clients to ensure targeted performance and client satisfaction.❖ Led cross-functional initiatives across departments to achieve business goals generating approximately $1MM in revenue each month.❖ Focused on continuous process improvements to increase revenue growth opportunities. Drove responsibility and accountability to ensure client accuracy, timeliness and compliance requirements are maintained while processing 5.4MM payments per month.❖ Diminished regulatory risk by overseeing adherence to process controls and contractual requirements across all business processes. Supported internal/external audit, compliance testing and client surveillance processes by providing requested controls documentation and participation in all site reviews.❖ Analyzed data and provide innovative solution in complex and demanding situations; oversight of issue escalation management as needed.❖ Managed vendor relationship to ensure all contractual obligations are met.❖ Tactically used a broad array of communication vehicles to lead, direct and facilitate client change request.❖ Ensured compliance with client-specific contractual service level agreements (SLA's)❖ Facilitated daily strategy meetings to understand in-house volumes to prioritize workflows and allocated proper staffing resources.❖ Partnered with cross-functional business teams for new client onboarding. Reviewed client requirements to establish the statement of work needed for services. Show less

  • Vendor Site Manager

    Jan 2023 - now

  • Operations Processing Manager

    Dec 2019 - Jan 2023