Experience

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  Wsfs bank

  May 2006 - Jun 2007

  Csr supervisor

  -Streamlined account acquisitions by requiring associates to “spend a hour in the aisle” which increased new accounts by 40%-Restructured manual dialing strategy and introduced new script; also provided support and feedback on dials-Lead Dover branch from barely meeting minimum performance expectations to Top Ten in the Region without branch manager position being filled-Customer Experience scores were always in the top 90% after introduction of SMILE initiative -Partnered with southern region to win the “Deposit Team Challenge” which was over $100 million in the fourth quarter-Received Five Star rating on annual branch audits with fewer than 5 exceptions documented. Show less

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  Ing direct

  Jun 2007 - Jun 2008

  Champion

  Cross sold various financial products, financial planning, and booked new acquisitions.• Averaged Tenth Percentile in performance starting October 2008• Cross-sold various financial products including IRA’s and mortgages• Technical support for web-based customers• Administered feedback to sales representatives• Familiar with Oracle PeopleSoft • Engaged in new colleague development

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  Barclaycard us

  Jun 2008 - Jun 2013

  Director of collections operations

  ● Led a team of 200+ collection specialists, achieving a 35% improvement in dollars collected per productive hour (DCPH) through performance-based coaching.● Developed and implemented strategic collections processes, focusing on promise-to-pay (PTP) commitments and borrower engagement strategies, increasing PTP fulfillment rates by 18%.● Ensured strict compliance with FDCPA, TCPA, and CFPB regulations, reducing regulatory risk and enhancing operational integrity.● Trained and mentored collections teams, improving negotiation skills and increasing borrower repayment success rates.● Utilized analytics to refine recovery strategies, leveraging data insights to identify trends and optimize agent workflows for efficiency.● Responsible for reducing the provision for loan losses and impairment, improving key performance indicators, contact management, education and development of non-exempt and exempt employees, managing the distribution of accounts throughout the network, operational communications, and overall site management for the Delaware facility.● Collections Senior Management team members responsible for outbound and inbound pre-charge-off collections for commercial and consumercards. Show less

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  Jpmorgan chase

  Jun 2013 - Sept 2014

  Credit analyst

  • Judgementally decision applications to determine credit worthiness. Processed 80-120 application daily while complying with all regulations and credit card acts. • Conducted financial assessments by reviewing financial statements and tax returns for businesses and individuals• Judgmentally review credit applications (including auto lease applications) to determine credit worthiness and assign lines• Assess risk exposure and mitigate loss through evaluation• Analyze all three consumer credit reports(Equifax, Experian, TransUnion) • Introduced to Business Credit (Dun & Bradstreet; Experian Business, Business Credit USA and Equifax Business)• Received numerous awards and merits for excellent customer service skills• Familiar with Oracle PeopleSoft Show less

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  Citizens bank

  Oct 2014 - Jan 2016

  Business development executive

  -Generated new business and personal accounts by instituting innovative marketing plans and interacting with customers to gain their trust and business-With the Your Place Banking Program, able to coordinate on sites with major corporations like Perdue and DSU-Prescreened applicants both business (s-corp., c-corp., sole prop, LLC, NPO) and personal for investments, lending consideration(HELOC’s, Mortgages, Student, Credit), wealth building and asset management-Consistently ranked in the region’s top tenth percentile by exceeding all sales targets (New Money, Account Opening, Business Generation, Wealth and Investment Referrals) -Increased Customer Satisfaction and Experience scores by 18.3% and climbing by revamping daily branch routines-Successfully prescreen clients and make effective and productive phone calls to gain and expand business -Partnered with senior management to launch a floater pool covering the Delaware region. Show less

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  Onemain financial

  Jan 2016 - Feb 2018

  Program manager

  - Led cross-functional teams in the successful execution of key programs and initiatives, ensuring alignment with organizational goals and objectives.- Developed and implemented program management processes, including scope definition, timeline management, resource allocation, and risk mitigation strategies.- Collaborated with stakeholders at all levels to gather requirements, define project scope, and establish clear deliverables and milestones.- Managed program budgets, tracking expenses and forecasting costs to ensure efficient resource utilization and adherence to financial targets.- Facilitated regular status meetings and reporting mechanisms to provide visibility into program progress, identify issues, and drive timely resolution.- Served as a central point of contact for communication and escalation of program-related issues, fostering effective collaboration and problem-solving across teams.- Implemented performance metrics and KPIs to measure program success and drive continuous improvement efforts.- Contributed to strategic planning and decision-making processes by providing insights and recommendations based on program performance data and analysis.Achievements:- Successfully delivered Brightway credit card ahead of time and under budget, resulting in tremendous revenue growth and new customer demographic.- Received Director’s commendation from executive’s for outstanding leadership and contributions to program management excellence. Show less

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  Bb&t

  Feb 2018 - Sept 2019

  Cluster market leader iv

  Cluster Market Leader IV (12/2018–09/2019) ● Assumed responsibility for all sales and service activities in branch with a specific focus on small business revenue generated by canvasing territory, managing book of business between branches, and making cold calls.● Supervised execution of branch closures due to proximity after acquisition.● Accountable for Human Capital Resources such as interviewing, hiring, onboarding, training, and development.Branch Banking Team Lead (02/2018–12/2018) ● Supported all areas of branch, including team and individual performance.● Drove revenue and customer retention through proactive interaction with clients while probing for cross-sell opportunities as well as ensuring clients were fitted with the correct products to meet their financial goals.Key Contributions→ Increased branch revenue over 25% in a quarter by focusing on investments, loan production, and deposit growth. → Surpassed all profit and loss projections 3 quarters straight in a closing branch due to market acquisition. Show less

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  Handy hq

  Sept 2019 - May 2022

  ● Pioneered transformative initiatives in customer adoption and engagement, fostering seamless collaboration with Marketing, Product, and Customer Success teams. Achieved a substantial enhancement of customer journey experiences, coupled with a noteworthy increase in product adoption rates.● Orchestrated the seamless transition of customers from Stripe to Chargebee, streamlining billing operations and ensuring precise metrics reporting for enhanced financial visibility.● Innovated and implemented new mandates, guidelines, and processes for the management team, contributing to a dynamic and agile work environment.● Diligently reviewed change control requests with the operations team, demonstrating a keen eye for detail in approving or denying requests.● Led cross-functional coordination and integration efforts among operations, engineering, technology, and client service divisions, resulting in a synergized workflow and improved cost-effectiveness.KEY CONTRIBUTIONS/SUCCESS● Spearheaded the implementation of the CSAT system, leading to an impressive 225% improvement in client service and satisfaction.● Fostered close collaboration with all lines of business to ensure the seamless achievement of service level agreements and target metrics.● Defined and implemented quantifiable and qualitative metrics, standards, and principles, contributing to a remarkable 175% increase in efficiency and effectiveness. This achievement has been instrumental in positioning the team for continued success and innovation. Show less ● Established as the CX data subject matter expert, taking ownership of all data collected in support tooling.● Actively improved data collection and organization, resulting in enhanced experiences for customers, pros, and agents.● Developed and executed a strategy to connect CX data to the broader Angi data ecosystem, leveraging insights for better customer experiences and enhancing CX reporting in Looker.KEY CONTRIBUTIONS/SUCCESS● Championed the development and implementation of a robust data governance strategy, meticulously designed to uphold the highest standards of data quality and reliability. By spearheading this initiative, I ensured that every facet of our data ecosystem adhered to industry-leading practices, thereby fortifying the foundation for downstream reports and dashboards. This meticulous approach not only enhanced the accuracy and trustworthiness of our data but also laid the groundwork for insightful and actionable analytics, empowering stakeholders to make informed decisions with confidence. Show less

  • Senior Project Manager

    Sept 2020 - May 2022

  • Customer Experience Manager

    Sept 2019 - Sept 2020
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  American airlines

  May 2022 - now

  Senior operations manager

  ● Lead and manage the operational execution of personnel, effectively coordinating aircraft schedules with suitable crew members.● Uphold high standards of excellence for staff, ensuring adherence to training protocols, customer service standards, and safety regulations set by DOT and FAA.● Foster quality relationships with vendors to enhance catering services and aircraft support.● Oversee the operational management of administrative supplies, while guaranteeing smooth day-to-day operations and ensuring staff proficiency in all qualification’s manuals and procedures, maintaining a strong working knowledge across the team.KEY CONTRIBUTIONS/SUCCESS● Participated in working committee leading to the reduction in loss time by 77% through evaluation and updates to attendance and time policies.● Facilitated Flight Attendant workshop to continuously drive change management from integration with US Airways.● Drove site’s missed bag ratio down to a record 2.8% overall which was an all-time best for PHL as a hub. Show less