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Work Background
Pure Finance GroupDirector, Strategy and Implementation
Feb. 2024Laurel, Maryland, United States• Led the design, execution, and implementation of the US Bank / Avvance project, establishing a new buy-now, pay-later channel for dealers. This initiative provided next-day funding to contractors and enhanced applicant payment options, creating a direct revenue stream for Pure Finance. • Developed detailed journey maps to uncover operational friction points, resulting in actionable improvements such as transitioning paper-based adverse action letters to email notifications, yielding $25k in annual savings.
• Integrated third-party data sources to streamline underwriting processes, significantly improving the auto-approval rate and progressing toward the company’s strategic goal of 100% automated decision-making in loan approvals.
SECU Credit UnionVP, Experience
Jan. 2023 - Feb. 2024As VP, Experience, I continue to be responsible for leading the development of business strategies focused on helping SECU achieve its omnichannel, member and employee experience objectives. This includes developing the strategy and identifying opportunities in partnership with colleagues in Corporate Strategy, Experience and Programs and other business line leaders. In this role, I advocate and help elevate the voice of the member and the employee throughout the organization. I demonstrate passion for channel optimization, experience and efficiencies all while participating actively in furthering SECU’s organizational transformation and with a focus to continuous learning. I communicate insights in a compelling manner that influences executives and other senior business leaders in the organization. Additionally, I serve as Product Owner in our Consortium model for our new CRM system, MemberConnect, which launched a full Financial Center rollout of 180+ users in February, 2023. As Product Owner, I collaborated with Product Owners at 4 other partner institutions to create a product that would provide a 360-view of our members and create greater technological efficiencies for our employees.
SECU Credit UnionVP, Channel Optimization
Jan. 2022 - Jan. 2023Baltimore, Maryland, United StatesIn my promotion to VP, Channel Optimization, I am responsible for leading the development of business strategies focused on helping SECU achieve its omnichannel experience objectives. This includes developing the strategy and identifying opportunities in partnership with colleagues in Corporate Strategy, Experience and Programs and other business line leaders. In this role, I advocate and help elevate the voice of the member and the employee throughout the organization. I demonstrate passion for channel optimization and efficiencies all while participating actively in furthering SECU’s organizational transformation and with a focus to continuous learning. I communicate insights in a compelling manner that influences executives and other senior business leaders in the organization. Additionally, I served as Product Owner in our Consortium model for our new CRM system, MemberConnect, which launched its initial pilot in December 2022. As Product Owner, I collaborated with Product Owners at 4 other partner institutions to create a product that would provide a 360-view of our members and create greater technological efficiencies for our employees.
SECU Credit UnionVP, Branch Banking
Jan. 2020 - Jan. 2022Baltimore, Maryland AreaI was promoted to lead the execution of the strategic vision for the retail branch network (25 financial centers), video teller center (VTC), and the new Virtual Financial Center (VFC). I have been recognized for rapidly building and scaling the first virtual financial center, introducing a new revenue channel to the organization. Highlights:
-Helped stand up the Virtual Financial Center as co-lead with the Director of Digital. -Oversaw staff, operations, strategy, services offered, and overall vision for the center, including engagement, logistics and revenue strategy. -Grew the Virtual Financial Center from a team of 3 to a team of 10, with $28M in new lending production and recognition as a thriving profit center.
-Transformed retail scorecard to incentivize staff, transitioning from a fixed compensation plan to a truly variable compensation initiative shared by the entire Retail organization.
-Enabled 100% of the workforce to earn eligibility for incentive, with 92% receiving some level of variable compensation in Q3, 2021.
-Recognized for more effectively leveraging the incentive budget for performance.
SECU Credit UnionAVP, Sales and Service Market Leader
Jan. 2019 - Jan. 2020Linthicum Heights, MarylandI was recruited into a newly created hybrid role. I led the 5-member business development team (community market leaders) tasked with building brand awareness for SECU within the market, attending Chamber and community events. I introduced a new efficiency level into retail banking, driving end-to-end process improvements. I developed training to realize process improvements. I collaborated with senior leadership as a strategic advisor, providing a fresh perspective and new ideas. I also improved annual employee engagement scores from 77% to 81%. Highlights
-Identified existing pain points of employees not understanding their scope of work and lack of a clear career path.
-Introduced new job descriptions, bringing consistency across the job families by adopting key performance indicators (KPIs) and core competencies.
Wells FargoRegional Banking District Manager - Greater Central Maryland
Mar. 2016 - Jan. 2019Baltimore, Maryland AreaI coached and developed a team of 9 Branch Managers, in-person and remotely, improving customer experience and profitability, despite changes in sales cycles due to some negative press. I led the district to outperform the region in terms of risk. I engaged the community to promote the branch and increase new business. I also navigated internal audits, achieving 100% clean results for three branches, and establishing a foundation for all future audits. Highlights:
-Led the Maryland Retention task force, identifying trends and developing market strategies to achieve a 28% decrease in team member attrition, 2017 to 2018.
-Built and nurtured strategic partnerships across business lines with Wealth Management, Business Banking, and Mortgage.
-Selected to Daily Record (newspaper) 2018 VIP List – Very Important Professionals Successful by 40.
-Won Student Engagement Award – Woodlands Job Corps, due to work providing financial literacy engagement.
Wells FargoStore Manager, Vice President
Nov. 2010 - Feb. 2016I was promoted based on performance and recognition as a top performer, earning a recommendation to the role from a direct supervisor. I oversaw 2 different locations, including a historically underperforming branch. I was challenged with transforming the operation to achieve profitability. Highlights:
-Selected as 1 of 18 to participate in the inaugural Mid-Atlantic Accelerated Leadership program based on performance.
-Championed a performance-driven employee experience, earning 91% to 94% employee satisfaction scores (Zenger/Folkman Extraordinary Leader survey) from direct and indirect reports, scoring well above company averages.
-Coached and mentored 12 bankers from multiple branches, focusing on proponent roles (Affluent Client Strategy, Service, and Small Business) for the market.
-Designed materials and led presentations for new-hire banker classes and the Branch Manager Developmental program.
Wachovia CorpRegistered Personal Banker 2
Oct. 2007 - Nov. 2010
Enterprise Rent-A-CarAssistant Manager
May. 2004 - Oct. 2007
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