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Work Background
Symmetry Financial GroupFlorida Life, Health & Variable Contracts Insurance Agent
Nov. 2024
Self-employedCommunications, Digital & Social Media Consultant
Apr. 2024 - Oct. 2024
Steve Holden for CongressCommunications Director, Digital Marketing & Social Media Director
Jul. 2023 - Apr. 2024New York, United States• Communication Strategy: Developed and executed comprehensive communication plans targeting media, stakeholders, constituents, and the public which significantly enhanced campaign visibility and engagement. • Content Creation: Produced compelling content across various channels to effectively engage and inform audiences. • Crisis Management: Managed strategic messaging and crisis communication, ensuring consistent and effective communication during critical moments. • Social Media Campaigns: Directed daily social media campaigns, including ads and promotions, and moderated online communication to enhance audience engagement. • Website Management: Developed, managed, and continuously enhanced the campaign website, ensuring optimal performance and user experience and incorporating SEO best practices to boost visibility. • Performance in Fast-Paced Environments: Delivered results in a fast-paced environment, leveraging creativity, collaboration, and strategic thinking. • Social Media Management: Conducted social media management, analysis, and audience engagement to optimize reach and impact. • Ad Strategy and Delivery: Designed and implemented social media ad strategies to drive campaign success.
Blake Carter for Candidate 6th District County Legislator for Onondaga CountyDigital Marketing & Social Media Manager
Jun. 2023 - Oct. 2023Onondaga County, New York, United States• Enhanced Online Presence: Successfully built and managed Blake Carter’s online presence, significantly improving campaign visibility. • Effective Engagement: Engaged effectively with voters, addressing their concerns and fostering positive interactions. • Ad Campaign Success: Implemented successful social media ad strategies, increasing voter outreach and campaign impact. • Website Optimization: Ensured the campaign website was well-maintained and aligned with objectives.
HSBCOperational Risk Manager
Jun. 2010 - Jan. 2011Brandon, Florida, United States• Enhanced Risk Mitigation: Successfully developed and implemented process improvements that significantly reduced operational exposures and losses. • Effective Collaboration: Coordinated with various audit entities and government agencies to address compliance and service expectations. Audit and Compliance Consultation: Engaged with internal and external audit entities, including OCC, FRB, KPMG, and SEC, as well as government agencies like Fannie Mae, Freddie Mac, and HUD, to meet service expectations and address compliance issues. • Improved Data Monitoring: Worked closely with analysts to enhance data monitoring capabilities and reporting accuracy.
HSBCVice President, Customer Care Services
Sep. 2009 - Oct. 2010Brandon, Florida, United States• Operational Management: Oversaw business operations while supporting the migration of Customer Care and Loan Services functions to alternate business sites. Effectively supported the migration of Customer Care and Loan Services functions, maintaining service quality and performance. • Staff Retention and Performance: Successfully implemented strategies to retain key staff and maintain high service levels and performance objectives. • Progress Tracking and Reporting: Monitored and reported on migration efforts to the Senior Vice President of Care Services, ensuring transparency and accountability. • Project Management: Led the redevelopment of the Customer Care Model to enhance ROI and reduce customer delinquency. Ensured alignment with performance objectives and timely delivery of improvements. • Database Management: Managed the Care Services Productivity Database, ensuring accurate reporting and effective monitoring of productivity results. • Business Case Development: Developed and supported business cases aimed at improving systemic functions and response times for resolving tasks and inquiries within these teams.
HSBCSenior Business Consulting Analyst, Care Services
Sep. 2009 - Jun. 2010Brandon, Florida, United States• Operational Analysis and Reporting: Directly reported to the Senior Vice President of the Customer Services Organization, providing detailed monthly operational analysis and summaries to inform strategic decision-making. • Migration Tracking and Management: Monitored and tracked migration efforts and timelines, ensuring alignment with project goals and deadlines. • Project Management: Managed the productivity database and Customer Care Model projects, overseeing implementation and adjustments based on feedback and operational needs. • Employee Survey Response: Addressed and implemented improvements based on the 2009 HSBC Employee Survey for the U.S., contributing to enhanced employee satisfaction and operational efficiency.
HSBCSernior Business Analyst, Foreclosure Review & Mortgage Loan Restructure
Aug. 2009 - Oct. 2009Brandon, Florida, United States• Productivity Report Analysis: Conducted daily reviews and analysis of productivity reports for the Foreclosure Review and Mortgage Loan Restructure teams. Identified discrepancies and implemented corrections to enhance accuracy and efficiency. • Business Case Development: Developed and supported business cases aimed at improving systemic functions and response times for resolving tasks and inquiries within these teams. • Project Management: Managed weekly reporting on the progress of projects and process improvement efforts for Loan Services groups. Ensured alignment with performance objectives and timely delivery of improvements.
HSBCUnit Manager, Mortgage Servicing
Jan. 2006 - Aug. 2009Brandon, Florida, United States• SMART Goal / Coaching Tracker Development: Developed and implemented a system to manage Associate SMART Goals and coaching sessions with their leads and managers, enhancing performance tracking and goal achievement • Coach-the-Coach Training: Provided "Coach-the-Coach" training to Unit Managers, empowering them to effectively guide and develop their teams. • Career Development Program: Created the “Customer Care Associate Career Passport” to support new hires in managing their career development and understanding department expectations. • Pilot Program Support: Supported a pilot program to warm transfer customer leads to the Insurance Services division, facilitating offers of Term Life Insurance products and increasing cross-departmental efficiency. • Global Call Model Development: Led the development, training, and coaching of the global Call Model Pilot Team, collaborating with managers and associates across all five Care Services sites to implement the model. • Performance Recognition: Awarded “Coach of the Month” four times in 2008 for significant improvements in individual and team performance. • Cross-functional collaboration: Collaborated with partners in Default to improve hand-offs between groups (HMS), leading to the “Servicing As One” project. This initiative was presented to Senior Leadership as a 2009 milestone project. • Awards and Recognition: Received two Leadership Medallions in 2008 for excellence in coaching, project management, and continuous process improvements. Achieved a “Consistently Achieved” rating on 2006-2007 annual reviews and an “Outstanding” rating on the 2008 review. Winner of the 2008 Maui Trip and the 2009 CEO Award.
HSBCUnit Manager, Insurance Services
Dec. 2002 - Jan. 2006Cleveland, Ohio, United States• Team Management: Managed a sales team of 25-35 employees, responsible for sales production, quality and compliance monitoring, and career development. • Administrative Oversight: Handled various administrative tasks such as schedules, payroll, agent tracking, corrective/disciplinary action, interviews, and reporting. • New Product Launches: Partnered with other HSBC business units and marketing to develop scripting, training, and sales procedures for new telemarketing products. • Vendor Partnership: Worked with third-party vendors (e.g., Omega) to review reporting, scripting, and production strategy, providing recommendations to improve business results. • Training and Development: Trained and developed staff, including remote management of a branch call center in Jacksonville, Florida. • Acting Sales/Operations Manager: Served as the acting Sales/Operations Manager in the absence of the manager, handling projects, conference calls, and daily office functions.
HSBCAssistant Unit Manager Insurance Services
Jan. 2001 - Dec. 2002Cleveland, Ohio, United StatesAssistant Unit Manager – Insurance Services Telemarketing, Cleveland, Ohio (01/01 – 01/03)
As an Assistant Unit Manager, I initiated training, coaching, and development of the sales team. I assisted my manager in daily tasks (many of which are listed above). I also managed the DAVOX dialer (automatic dialer), which required me to maximize contacts, while adhering to abandonment (dropped call) laws (maximums), and ensure call tables were penetrated to established goals. In my manager’s absence, I was responsible for acting as the manager, and was held to the standards and requirements of the business. I was chosen to manage dialer functions, dialing procedures, and calling strategies for the outbound sales department. represented the Insurance Services business at Job Fairs, and shared
product information at “Product Fairs”. I was chosen, by management, to develop, train and manage the Inbound Retention initiative. I traveled to an affiliated call center, learned their processes, and brought the process back to Cleveland. As a result of my ability to effectively manage my team, my broad knowledge of business needs, and effective leadership and teamwork skills, I was promoted to a Unit Manager in January 2003.
HSBCInsurance Sales Specialist
May. 1999 - Jan. 2001Cleveland, Ohio, United StatesAs a fully licensed insurance agent in the state of Ohio and multiple states throughout the country, I sold and serviced insurance to existing HSBC finance customers. I had various sales, service and quality goals which I exceeded monthly. Due to my success, I was then utilized by my manager to coach and support new staff. I was quickly given opportunities to expand my role within the business.
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