Professional Experience

January 2010 - September 2024

Delivered new digital features and product enhancements across multiple platforms and business lines, ensuring a best-in-class customer experience for 14+ years.

· Achieved a 23% increase in digital adoption for target features through strategic design and implementation.

· Led A/B testing, competitive analysis, and stakeholder and Voice of Customer feedback integration to define and deliver MVPs aligned with target roadmaps, meeting OKRs and driving business KPIs.

· Subject matter expert for secured servicing features, overseeing over 25 functionalities across Credit Card, Home Lending, Auto, Deposits, and Business Banking, including Loan Modifications, Payoff Quotes, Change Due Date, Fees, and more.

· Delivered additional features, including Interstitial, Natural Language Search, Contact Us, FAQs, Home Lending Alerts, ACH, Payments & Transfers, and launched Auto Origination Direct to Dealer.

· Managed three Agile Scrum teams (two web and one mobile) to ensure seamless development and release of digital enhancements.

February 2006 - January 2010

Focused on identifying and preventing fraud in Home Equity and online transactional processes, successfully mitigating over $25 million in fraudulent transactions through detailed data analysis, fraud trend monitoring, and call center activity reviews.

· Developed and disseminated enhanced fraud prevention processes, improving organizational safeguards and empowering team members with effective tools and strategies.

· Maintained and optimized a fraud prevention Access database for team utilization, streamlining the review of online transactions, also using advanced Excel data modeling, VBA, Macros builds for reporting and team data input.

Led projects and defined requirements in a waterfall environment to implement robust loss prevention measures, including physical instrument standards, online money movement restrictions, and call center security protocols. 

January 2004 - February 2006

Improved business practices by identifying opportunities, managing overall strategy, and troubleshooting problem areas to enhance operational efficiency by 35%.

· Analyzed, organized, and processed data through Excel to support informed decision-making and streamlined workflows.

· Designed and developed websites, Access and financial databases to facilitate general bookkeeping, data entry, billing and record management for clients.

August 1999 - January 2004

Aided the Director of Institutional Research and Planning to capture university satisfaction across current student body, Alumni, university staff, and community leaders.

Created surveys, used SPS, Access and advanced Excel tools to analyze data and build reporting used by the President and his board to improve services, academic programs, and student retention.