Work Experience

Training Strategy Leadership: Spearheaded training strategies and collaborated with cross-functional teams to deliver internal training programs for employee development, resulting in enhanced skills and increased engagement across the organization. 

Matrixed Hierarchy Management: Expertly managed a complex matrix hierarchy of 30+ managers and 400+ employees, facilitating significant growth while optimizing team efficiency.

Strategic Operational Planning: Successfully formulated and executed operating plans across multiple departments, driving the achievement of key strategic business objectives.

Leadership Development & Succession Planning: Collaborated cross-functionally to establish a leadership development initiative aligned with growth objectives, resulting in an exceptional 10x expansion in four years and a robust succession pipeline.

Project Health and Performance Enhancement: Collaborated with cross-organizational leaders to establish and lead a cross-functional Project Health team, analyzing project data to enhance client satisfaction and renewals; adopted organization-wide.

Excellence in Project Management: Consistently achieved excellence in project management, serving as a Project Manager or Delivery Lead on numerous support projects for public and private sector clients, including Fortune 500 industry leaders.

Consultation and Technical Solutions: Provided expert consultation services to clients, guiding them through the design and implementation of technical solutions, migration from legacy systems, and ensuring post-implementation success.

Diversity, Equity, and Inclusion (DEI) Leadership: Led the development and implementation of a culture and growth program to foster employee connection and enhance the organizational culture, driving inclusivity and promoting a sense of belonging. As a result, our center achieved industry-leading retention rates, averaging 93% or greater annually.

Talent Acquisition & Retention Mastery: Supported talent acquisition strategies, nurturing a high-performing workforce while consistently exceeding retention targets. Proactively assessed future talent needs and designed recruitment initiatives that attracted top industry talent, ensuring sustained growth and organizational success.

Strategic Team Expansion and Revenue Growth: Strategically expanded a multi-location administration and project team, responsible for deployments, support, and service to 600+ SaaS clients. This model drove over 80% of the organization’s recurring revenue.

Client-Centric Software Standardization: Forged key relationships with executive stakeholders and clients to champion a strategic project. Standardized software offerings, significantly enhancing client experience and streamlining support and maintenance. Achieved a remarkable 95% current version adherence among SaaS clients, up from 40%.

Enterprise Sales Enablement: Facilitated enterprise sales by conducting in-depth client demonstrations and delivering comprehensive functionality presentations of organizational offerings.

Incident Management Excellence: Designed and led the implementation of a robust Incident Management policy for MRI SaaS, leading to significantly improved internal response times and heightened client visibility into service status, degradations, and system outages.

Senior-Level Issue Resolution: Served as the senior point of escalation, adeptly addressing service issues and ensuring seamless operations and rapid issue resolution.

Transformed Team for Profitable Growth: Orchestrated the recruitment and onboarding of a dynamic team, driving revenue growth and elevating customer satisfaction. This strategic approach consistently boosted profitability, earning the team a prestigious FrontRunner award for top performance.

Strategic Communication and Execution: Effectively communicated organizational strategy, translating it into actionable operational plans to propel branch goal attainment.

Comprehensive Team Development: Led and executed holistic operational and team alignment initiatives encompassing talent acquisition, performance coaching, talent assessment, and customer experience training.

Effective Conflict Resolution: Skillfully addressed complex client issues and concerns, preserving client relationships and enhancing the organization's reputation.

Client Education: Actively engaged clients in educational discussions, empowering them with financial knowledge and fostering a sense of financial security.

Data-Driven Performance Optimization: Leveraged comparative performance reporting to pinpoint areas for staff training, performance enhancement, and emerging sales channel trends, resulting in sustained year-over-year revenue growth.

Client Relationship Management: Cultivated and managed strong client relationships, fostering trust and loyalty through exceptional service delivery and personalized financial solutions.

Revamped Branch Performance: Spearheaded initiatives to bolster Branch revenue growth and enhance customer satisfaction, earning recognition as the "Most Improved Branch" due to outstanding investment sales performance.

Comprehensive Financial Expertise: Applied expertise from Series 6, 63, 65, and Life and Health Insurance licenses to expertly tackle intricate financial challenges. Delivered optimal financial solutions that exceeded client expectations.

Risk Mitigation and Compliance: Ensured strict adherence to industry regulations and compliance standards, minimizing risk exposure and maintaining a spotless regulatory track record.

Market Analysis and Research: Conducted in-depth market analysis and research to identify emerging trends and opportunities, facilitating data-driven decision-making.

Exemplary Sales Achievement: Attained Ace Tier sales performance through the cultivation of enduring client relationships and the provision of expert guidance on their financial challenges.

Comprehensive Financial Licensing: Utilized Series 6, 63, 65, and Life and Health Insurance licenses to adeptly address intricate financial matters, ensuring clients received optimal financial solutions.

Market Insights and Analysis: Conducted comprehensive market research and analysis to identify emerging trends and opportunities, informing data-driven decision-making and client strategies.

Product Expertise: Demonstrated in-depth knowledge of a wide array of financial products and investment instruments, tailoring solutions to meet clients' specific financial goals.

Customized Small Business Support Unit: Collaborated cross-functionally to conceive, implement, and oversee a tailored Small Business Support unit, resulting in an impressive 40% improvement in customer satisfaction surveys within the first year.

Enhanced Performance Management: Collaborated with department leaders to revamp performance management and talent assessment programs, ensuring alignment with departmental goals and significantly improving accuracy and relevance. 

Multi-Award-Winning Management: Attained multiple All-Star Manager annual awards for outstanding leadership across Collections, Consumer Lending, Customer Service, and Fraud and Risk Detection teams. Directly reported to the Regional Director.

Transformational Project Coordination: Orchestrated and drove transformative projects aligning with organizational objectives, garnering recognition with the prestigious Precept Award for Innovation.

Operational Efficiency: Implemented streamlined processes to boost operational efficiency, resulting in reduced costs and improved customer service.

Cross-Functional Collaboration: Fostered seamless collaboration across teams to achieve shared training objectives and exceed customer expectations.