San Antonio, Texas Metropolitan Area
With over four years as a Bank Business Process Consultant Senior at USAA, I focus on process optimization, risk management, and enhancing employee feedback systems. Recently, I spearheaded the implementation of a newsletter and internal site for "Closing the Loop" communications, exceeding engagement benchmarks. Known for strategic problem-solving and cross-functional collaboration, I deliver results that align with organizational goals. My expertise in process mapping, compliance, and quality assurance has enabled successful closure of critical issues while strengthening operational frameworks. Certified in SAFe® 5 Product Owner/Product Manager, I am committed to fostering innovation and enabling exceptional member experiences.
Implemented Monthly Newsletter and internal site for Closing the Loop communication providing updates on Employee Feedback and Innovation Ideas resulting in awareness and exceeding benchmark for engagement and click through targets. Led Authentication Campaign finding a digital solution for millions of members needing a profile refresh that can be leveraged ASAP with minimal cost. This will benefit containment, MSR handle time reduction, call reduction, AML/KYC refresh activities. Led tactical and strategic solution to establish a new quality assurance program for operations staff due to a consent order deliverable. This resulted in successful closure of 3 issues on time that were previously listed as off track prior to my involvement also raised compliance scores by 10% (into passing range). Led establishment of a new call audit program for phones staff to increase oversight and ensure quality overtime and specifically for new hires. Trained and coached 8 Directors to remain compliant with new QA program until a team could be stood up. Created automated dashboards to replace Excel tracking of scores, avoiding risk, manual oversight and processes. Collaborated with executive leadership to build case for hiring, onboarding, and transitioning QA responsibilities to a new QA leader and team of 18 people for continued oversight. Execute program management activities, maintaining project plans, roadmaps and monthly documentation of benefits and forecasts. Aligned over 30 Bank IVR self-service functions with digital experiences to increase member satisfaction, modernization while ensuring self-service containment. Led team with evaluating member feedback with identification of top 20 member pain points for Bank IVR and suggested process or design enhancements to our backlog. Present weekly updates on progress to VPs and other stakeholders
Drive strategic transformation of Bank Omnichannel Member Service Representative tools that improves their effectiveness to enable exceptional Member experiences. Support implementation of customer engagement and product development plans with partnerships across the Enterprise. Assists with business process risk management and exercising control plans to ensure alignment with specific requirements and business needs. Develops communication plans for customers and internal stakeholders. Ensure alignment between internal stakeholders and customers across business projects and services while using proactive communication and engagement strategies. Measure process and project performance by using reporting, data and analytics while adjusting services and operational activities.
Constructed and maintained successfully approved disciplined execution documentation, risks, controls and process mapping for multiple lines of business such as Money Movement Reconciliations, Property and Casualty, Consumer Lending, and Brokerage Processing teams Create, present and maintain Process Maps that include regulatory documentation in CFO Enhanced Money Movement Reconciliations. Ensuring this process collection is accurate, exhibits clear understanding of applicable laws, regulations, compliance and outlines any risks and controls. Establish strategic partnerships and maintain effective relationships with assigned business units and manage stakeholder interests including CFO, HR, IT, and Legal. Collect and consolidate demand and identify opportunities by business portfolio both vertically and/or horizontally across the enterprise. Oversee the development of business process related solutions for clients. Define client needs, determine strategy and develop plans and proposals for delivery of a project leading to a process or function being improved for efficiency and effectiveness. Execute risk control plans and assist in identification of business process management risks. Prepare reports and presentations to measure project and process performance to identify trends and opportunities for improvement.
Advertising, Marketing, Financial Statement Analysis
• Product development and portfolio management of over 2.3 billion dollars spanning across 340,000 accounts. • Subject matter expert for Consumer Retirement IRA/Keogh products, regulations, and compliance needs. • Ensuring compliance by reviewing annual Adjusted Gross Income, regulatory changes and identifying and implementing forms, procedures, statement and plan documents updates. • Create internal and external communications, training as well as process reengineering. • Prepare monthly business review to report balance flows and utilize metrics for use in managing the portfolio. • Lead efforts to identify risks, correct and remediate Corrective Action Plans to conclusion within the plan's timeline. • Partner with Risk, Branch, Operations, Phones, Anti-Money Laundering, Legal, Compliance, Tax and Technology partners to identify and resolve technical issues by submitting and working through successful completion of project requests. Specific focus in Know Your Customer, Screening and Customer Identification Programs. • Develop new strategies with focus on digital upgrades and value propositions for enhanced business opportunities and customer satisfaction.
• Lead intranet redesign of over 6,000 web pages to streamline and improve content in standard format with ability to skip and scan for information as needed based on audience. • Research and analyze complex data or business issues to identify gaps, provide recommendations to business owners. • Facilitate project meetings to understand impact of multiple projects and identify all training, transaction processing, form and procedures updates required while ensuring compliance with all regulations and addressing any risks. • Automate procedures and forms for all channels to enhance customer experience and decrease cycle time. • Develop and facilitate training at multiple Citi locations, develop procedures and interactive tools tailored to audience to educate customer service, operations and branch staff on best practices and ways to improve customer experience. • Apply project management skills and lead 15 other Business Analysts through project work and deadlines for large and small-scale projects simultaneously. Audit of work of others to ensure compliance, address any gaps, ensure quality and proper approvals were obtained before publish. • Coordinate with various project managers, trainers, and Senior Leaders nationwide for release of new technology such as Apple Pay, Android Pay, Samsung Pay (Mobile Wallets) and Mobile Check Deposit. • Manage feedback process and facilitate weekly meetings to address improvement possibilities. Provide weekly and monthly reports to management and coordinate with Senior Leaders to map out controls and assessments for audits or legal cases. • Prior roles within this time include many years of customer service, escalations, branch support, training, and operations team manager.