San Antonio, Texas Metropolitan Area
I am a PMP-certified Program and Project Management leader with 22+ years of experience driving large-scale business transformation, operational excellence, risk management, and strategic initiatives across financial services, e-commerce, and military organizations. Throughout my career, I have led enterprise programs supporting workforce transformations, fraud prevention initiatives, compliance and governance programs, operational readiness efforts, and large-scale organizational change. My experience spans Fortune 100 organizations including Citi and Wayfair, as well as over two decades of leadership in the United States Marine Corps. Key accomplishments include: ✔ Leading workforce transformation initiatives supporting 3,000+ hires across 50+ locations ✔ Managing enterprise programs impacting 5,000+ employees across 11 locations ✔ Improving operational readiness by 15% while leading organizations of 700+ personnel ✔ Driving risk, controls, governance, fraud prevention, and compliance initiatives within highly regulated environments ✔ Delivering cross-functional programs involving Operations, Risk, Technology, HR, Compliance, Legal, and Executive Leadership I thrive at the intersection of strategy and execution—bringing together people, processes, and technology to solve complex business challenges, improve operational performance, and deliver measurable results. Specialties: Program Management | Project Management | Business Transformation | Risk Management | Operational Excellence | Change Management | Governance | Fraud Prevention | Process Improvement | Cross-Functional Leadership | Strategic Planning
• Serve as Lead Business Continuity Coordinator overseeing Business Impact Analysis (BIA), resiliency planning, testing activities, and control assessments. • Partner with control owners and enterprise automation teams to identify opportunities to convert manual controls into automated controls, improving monitoring effectiveness and reducing operational risk. • Conduct risk assessments and governance reviews to identify control gaps, evaluate process effectiveness, and support remediation efforts. • Manage BAU attestation oversight for reporting and data governance activities, ensuring compliance with enterprise standards. • Support workforce capacity planning through headcount reconciliation, resource planning analysis, and migration of legacy processes into enterprise systems. • Develop executive reporting, performance management tools, and governance materials used to identify operational risks and drive decision-making. • Translate iCAPs issues, risk findings, and remediation updates into executive-level reporting for senior leadership.
• Lead end-to-end fraud management case and investigative reviews across Retail Banking ensuring alignment with Fraud Risk Management principles and mitigating risks related to customer abuse and disputes. • Drive large-scale fraud risk projects by collaborating with key stakeholders in Risk Operations, Fraud Analytics, and Technology, ensuring clear business requirements, project deliverables, and successful execution of customer abuse prevention initiatives. • Develop and implement strategic fraud policies for dispute abuse and customer abuse management, optimizing risk mitigation efforts while maintaining compliance with industry regulations and operational standards. • Facilitate cross-functional project review meetings, delivering key updates on timelines, milestones, and project impacts, while managing follow-ups and project adherence to fraud risk controls and compliance standards.
In my current role as a Project Lead at Citi, I am a strategic professional recognized for their expertise in managing large, multi-faceted projects within the financial services industry. With significant experience in project management, I oversee multiple projects simultaneously, ensuring alignment with the strategic goals of the business. They play a pivotal role in the performance and effectiveness of Fraud Operations across Citi's Retail Bank, Citi Retail Services, and Citi Branded Cards, specifically managing the operational readiness for these areas through thorough project management. I am responsible for leading/supporting the execution of operations-initiated projects, FICO projects, Project Service Request (PSR) projects, and Book of Work projects. They leverage their deep understanding of project management best practices to create detailed project plans, assess risks, and proactively address potential issues, ensuring each project is delivered on time and within scope. Working closely with stakeholders, I define project scopes and objectives, drives business results, and inspires a shared sense of purpose within the project team. My role requires advanced communication and diplomacy skills, which they use to guide, influence, and collaborate with colleagues across different areas of the business, as well as with occasional external customers. Additionally, I am committed to continuous improvement, applying lessons learned from past projects to future endeavors, and promoting a culture of accountability and transparency within their team.
• Design and implement a new organizational structure to improve operational effectiveness and support future growth across 11 office locations within corporate office sites, & technology and service centers. • Lead a five-member team, and partnered with cross functional teams, to strategize, plan, and execute a variety of programs, services and initiatives and project/program management delegated tasks given by manager. • Responsible for Wayfair COVID-19 Return-to-Office program and quickly adjusted to CDC changes to meet changing business needs, realizing annual compliance for 5,000+ employees (total 72,000 operational count) across 11 office locations. • Present, track, and monitor the COVID office positivity rate to make quick decisions, implement solutions, and influence change for senior executive leadership to make informed decisions. • Partner with strategic partners on the development of business continuity plans in collaboration with Talent, senior leadership, and regional directors, ensuring readiness for disaster recovery efforts at six premised locations. • Collaborate with ServiceNow Product managers and developers via JIRA to communicate progress and status updates to the backlog and/or necessary refinement to determine the customer needs using the agile framework process. • Direct training and development for 16 geographically distributed contractors facilitating pandemic testing processes using various methods of communication; Google Suite, Slack, Project Hub, Airtable PM systems.
Key factor in the driver and success of Wayfair's Drug & Alcohol program revision and pre-hiring pilot for over 50+ warehouse facilities. The goal was to develop a comprehensive strategy for Wayfair’s US supply chain site(s) in two phase(s) that would encompass over a year for completion for pre-hire & reasonable suspicion testing. • Act as the Talent subject matter expert in developing and managing Wayfair’s Drug & Alcohol Program; thus, allowing a strong collaborative partnership with senior-level leaders to help influence direction and drive change for Wayfair. • Led two Change Management Steering Committees to capture and document complex business and functional requirements into new standard operating procedures, and coaching sessions, for 600+ operational leaders. • Demonstrated sound team leadership by developing a communication strategy to introduce all talent related initiatives to the proper stakeholders to ensure the delivery of high-quality and on-time program deliverables. • Developed and facilitated training curriculum via the company’s learning management system for the Drug and Alcohol Program and policies, traveling to 50+ warehouse & office locations to instruct operational managers. • Led complex Cyber 5 (Black Friday) project across multiple lines of business that reduced pre-hire drug testing costs by 48%, from $147K to approximately $76K, in conjunction with talent acquisition project to hire 3,000+ candidates. • Accelerated hiring and onboarding of new hires while mitigating risk by collaborating with Talent Management, Training, & Operations to compare processes/data from prior models to build out ROI estimates and key measures.
Partner with Health & Safety Team to develop and deliver complex, cross-functional projects; that support Wayfair’s U.S Global Supply Chain workforce for complex initiatives, impacting critical business decisions within a growing organization. • Selected for 11-week corporate fellowship program focused on introducing high-potential military veterans to industry and organization. • Recruited to address and optimize pre-hire turnover time, retooling drug testing practices and policies for 50+ sites; reduced testing time from 2-3 weeks to under one week, boosting efficiency and productivity organizationally. • Revamped process for reasonable suspicion and eliminated costs associated with offsite drug testing, saving company approx. 200K. • Established cadence for project communication methods to deliver updates to impacted stakeholders and leadership on past, present, and future projects to achieve program and milestones within established timeframes. • Project-manage development and implementation of standardized risk control measures and safety procedures. • Communicated with executives, senior managers, and stakeholders on issues related through root cause analysis.
Senior planner, aviation SME, and advisor for US Marine Corps and inter-agency operations in support of air defense and air traffic control. Expertly managed operations and training programs to create unit long-term thinking and large-scale impact. • Manage the agency’s operational performance, efficiency, and effectiveness across six remote locations in CA and AZ. • Plan staffing for six area managers to develop and implement plans for operational exercises and deployments for an organization of 700 personnel and staffing external units with 90+ personnel to assist in daily operations. • Achieved a 90%-unit readiness rating, a 15% increase from last year, by leading cross-functional teams of 15 experts to evaluate and improve 10 Marine Corps Training and Readiness tasks for the organization. • Manage well-coordinated logistical movement and transitions for over 350 Marines deploying and enabling elements that supported operational commitments in support of the U.S. national security strategy and governing policies. • Oversaw the organization’s $300K+ annual travel budget to ensure its effective and efficient use.
Mentor, train, and monitor progression between primary, intermediate, and advanced training, providing volunteer opportunities and ensure accountability of all Marine Corps personnel reporting for on-boarding to the unit. • Mentored and coached employees through over 200 classroom hours in ethical leadership, critical thinking skills, communications, planning process, administration policies, organizational culture and management. • Produced fitness plans through lean processes for 100+ military personnel in their pursuit of higher physical fitness for personal and professional goals, contributing to raising the organization’s fitness assessment standards by 20%. • Coach, taught, mentored, and implemented agile tools and techniques to improve transparency, facilitate rapid response to changes in the training and operational environment to improve the quality and accuracy of iterative releases for the organization. • Supervised operational safety pauses, company-wide safety stand-downs and documented all required annual safety training (risk management, off duty recreation, ergonomics, fire safety, and mishap reporting).
Managed MCIEAST Terminal Instrument Procedures Program; conduct quality management at regular intervals of region’s ATC program within Naval Air Training and Operating Procedures Standardization (NATOPS) rules and regulations. • Coordinated and conducted inspections with air traffic control (ATC) specialists for scheduled biennial inspections, resulting in a mission-capable functional area with zero discrepancies for four Marine Corps installations. • Directed 20+ small-to-large projects, utilizing project management tools and methodologies to control resource costs, mitigate risk, and key performance indicators to support steady team growth, and adoption of best practices. • Designed and implemented new evaluating policies for ATC units Marine Corps wide to assess the combat readiness for global operations by outlining the requirements of functions, training, qualifications, and certifications. • Accountability of all eastern aviation installations were 100% compliant with orders and regulations related to safe aviation operations in the complicated terminal area environment where military ops and FAA regulations merge.