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Work Background
ZoomBusiness Process Manager
May. 2024 - Nov. 2024United StatesIn my latest role at Zoom, I provided strategic guidance as a chief of staff within the Business Transformation team, ensuring alignment between transformation initiatives and organizational priorities. I led the development of governance frameworks, optimized operational processes, and facilitated strategic planning sessions to drive solution-oriented thinking and cross-functional alignment. My efforts in process innovation, including a human-centered digital intake process, have enhanced team productivity and streamlined collaboration across Revenue Operations.
CitiVP, Financial Crimes, Risk and Controls Lead Analyst
Nov. 2022 - May. 2024Jacksonville, Florida, United StatesAt Citi, I played a key role in enhancing the organization’s risk management framework by developing thematic issue reviews and horizontal risk assessments. I implemented executive reporting systems that transformed data into actionable insights, driving strategic decision-making. I also led governance forums to ensure accountability and track deliverables, while strengthening compliance with Financial Crimes regulations (AML, KYC, BSA). My work improved process documentation and control optimization, enhancing audit readiness and operational efficiency.
CitiVP, Business Strategy Lead / Stakeholder Engagement
Mar. 2021 - Nov. 2022Jacksonville, Florida, United StatesAs Chief of Staff to senior leadership, I supported business transformation through strategic planning, executive communications, and stakeholder alignment. I developed detailed process maps using BPMN 2.0 to standardize workflows and increase operational efficiency. My work included facilitating governance sessions, optimizing reporting, and launching collaboration tools like Microsoft Teams to improve cross-functional communication and team performance.
CitiAVP, Sr Supervisor, Escalations and Elite
Feb. 2017 - Mar. 2021Jacksonville, FloridaIn this leadership role, I managed a high-impact escalation support team, improving customer experience and operational efficiency. I developed and implemented a strategic reporting framework that increased customer satisfaction scores (NPS) by 15% and reduced average handle time by 10%. I also enhanced risk management through a pilot coach program and led cross-functional training programs to strengthen team performance and customer service outcomes.
Express ScriptsProgram Manager / Operations Manager
Sep. 2008 - Jan. 2017Saint Marys, GeorgiaI drove significant business growth at Express Scripts, achieving a 290% increase in year-one sales and exceeding performance targets in subsequent years. I led the implementation of a Medicare Open Enrollment Division, setting enrollment records and improving customer satisfaction. I also managed enterprise-wide system migrations and incentive programs, enhancing operational efficiency and sales performance. My success stemmed from a strategic focus on client relationship management, risk assessment, and cross-functional collaboration.
CitiTalent Acquisition Recruiter
Oct. 2005 - Sep. 2008Jacksonville, Florida, United StatesAs a Talent Acquisition Recruiter at Citi, I managed end-to-end recruitment processes, including sourcing, interviewing, and onboarding top talent to meet business needs. I collaborated with hiring managers to identify key role requirements, ensuring a strong match between candidates and organizational goals. My strategic approach to talent acquisition helped improve hiring efficiency and strengthen team performance.
CitiRetention Sales Account Manager
Mar. 2003 - Oct. 2005Jacksonville, Florida, United StatesAs a Retention Sales Associate at Citi, I specialized in retaining customers by addressing concerns and offering tailored solutions to keep their business. I consistently exceeded save rate goals 100% of the time. My expertise led to being tapped as a team coach and new hire trainer, helping to strengthen retention strategies and improve team performance.
CitiCollections Specialist
May. 2000 - Mar. 2003Jacksonville, Florida, United StatesAs a Collections Representative at Citi, I managed inbound and outbound calls to resolve delinquent accounts while maintaining a customer-focused approach. I negotiated payment solutions, educated clients on account options, and ensured compliance with company policies and regulatory guidelines. My ability to handle complex cases and provide tailored solutions helped improve recovery rates and customer satisfaction.
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