Experience

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  Bank of america

  Feb 2003 - Dec 2011

  As a Consumer Market Manager, I ensured timely execution of banking center channel priorities, championing the processes that drive consistency and reduce variability across a market of 14 banking centers to ensure balanced performance. I also developed relationships with key partners in operations, customer experience, sales, HR, and finance to build a solid support network to managed banking centers. In less than five months, I was able to increase team variability in operational performance by 20% and team variability in customer service performance by 35%. Show less As a Market Performance Manager, I served as the primary leader responsible for assessing the readiness and proficiency of nearly 1,000 teammates across 62 banking centers to participate in banking center channel initiatives. I proactively influenced Regional Executive, Consumer Market Executives, and Consumer Market Managers on execution of key plays, repeatable processes, and reduction of performance variability. Under my leadership, the market ranking in region for on-time completion of learning initiatives improved from #12 to #1. My effective use of Adult Learning Principles in multiple ongoing classroom facilitation events yielded rapid adoption of course objectives by the nearly 250 participants. As a result of my many successes in leadership and teammate development, I was selected to create a Regional Development Program for banking center leaders. Show less

  • Consumer Market Manager

    Apr 2011 - Dec 2011

  • Market Performance Manager

    Apr 2009 - Apr 2011

  • Banking Center Manager III

    Feb 2003 - Apr 2009
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  Pnc

  Jan 2015 - Sept 2016

  As a Sales & Client Experience Specialist Sr in the Retail Bank's Retail Planning and Development line of business, I was accountable for the strategic execution of sales and client experience strategies across one of five regions in Atlanta, as well as, across the Georgia/Alabama market. I played an active role in the development of tactics aligned with strategic priorities. Additionally, I directed the development and delivery of readiness materials for the execution of sales and client experience initiatives. Through observation and coaching, I identified variability in performance and made recommendations to market and region leadership to address performance gaps. Successful implementation of these initiatives grew revenue including acquisition, growth, retention, and cross-channel experiences. Show less As a Sales and Service Support Manager, I was the primary leader for the implementation of all sales campaigns, product changes and launches, and sales/service training for nearly 120 associates of 30 banking centers across two regions. I worked closely with region and market executives to formulate and execute overall strategies to ensure sales, service, and operational performance targets exceed expectations. During my first six months in role, my coaching efforts and overall leadership have had significant and positive impacts to employee engagement and client satisfaction. Client Index of Quality results (on a scale of 1-5 stars) have improved from two star level in Q2 2012 to five star level in Q4 2012. Human Sigma results (measurement of client and employee engagement on a scale of 1-6) have increased from HS2 to HS5. Show less In addition to my responsibilities as Sales and Service Support Manager in Atlanta, I was afforded the opportunity to play an active and critical training role as Multi-Channel Sales was launched across the retail banking network during the first half of 2015. Through highly effective training and facilitative coaching sessions, I assessed teammate readiness and provided support towards their achievement of proficiency in proactive client outreach competencies. Mastery skill set of Multi-Channel Sales provides a client experience that differentiates PNC from other financial institutions, builds client loyalty, and adds depth to banking relationships that assist clients with goal achievement which cascades them towards financial well-being. As a result of successfully executing this teammate readiness strategy, all key performance metrics are currently being exceeded. Multi-Channel Sales will now launch across other lines of business throughout the remainder of 2015. Show less

  • Sales & Client Experience Specialist Sr.

    Nov 2015 - Sept 2016

  • Sales and Service Support Manager

    May 2012 - Nov 2015

  • Multi-Channel Sales Training Lead

    Jan 2015 - Jun 2015
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  Suntrust

  Sept 2016 - Dec 2019

  Business learning strategist

  As a Business Learning Strategist, I managed learning for several lines of business and business units in the Consumer Bank. I developed solid partnerships with senior leaders, HR Business Partners, and centers of excellence to assess learning needs and set learning strategies aligned to goals/priorities of the line of business. I also played a critical role in the development of learning solutions, management of budget allocation, collaboration with internal business partners in the selection of vendors, and the evaluation of learning solution effectiveness. As a subject matter expert in the field of learning and performance, there were also opportunities to lead complex enterprise learning strategies and initiatives for the organization. Show less

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  Truist

  Dec 2019 - Aug 2020

  Learning engagement lead

  As a result of the Merger of Equals between SunTrust and BB&T, I transitioned into the role of Learning Engagement Lead at Truist Financial Corporation. In this role, I was charged with elevating organizational performance and teammate engagement by delivering enriching learning experiences, providing options to meet learner preferences, developing flexible and scalable learning strategies, and driving integrated operational excellence. I was able to generate high levels of performance and success as a result of my expertise in collaboration, stakeholder management, industry knowledge, and learning solution design and achievement of objectives. Show less

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  Bts

  Jan 2021 - Jul 2022

  Senior program manager

  As a Senior Program Manager, I was the professional first point of contact for a portfolio of strategically important clients. My ability to build exceptional client relationships and manage the successful deployment of complex leadership development initiatives brought to life the BTS mission of bringing great coaching to the many rather than the few. My expertise in authentic leadership, program management, and cultural awareness ensured that best-in-class client experiences were consistently delivered. Show less

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  Modelexpand

  Jul 2022 - now

  Senior diversity, equity, and inclusion consultant

  ModelExpand is an inclusive workplace strategy firm focused on radically accelerating the presence and retention of underrepresented people in the workforce. As a Senior DEI Consultant, I empower companies to connect with, hire, and support underrepresented talent through strategic consulting, workshops, and events. I am a fierce client advocate as I create, present, and execute strategic plans. These plans are rooted in internal data, external research, and ModelExpand's past experience to ensure the client's DEI goals are exceeded and a culture of belonging is cultivated. Show less