Program Operations Specialist - Bank of America - Addison, TX
(2021-12)
- Managed a high-volume portfolio of 100+ weekly accounts and workstreams, consistently delivering against SLA targets — directly mirroring the prioritization demands of managing a book of restaurant partner accounts.
- Served as strategic advisor to internal stakeholders, translating complex pricing and compliance data into clear, actionable narratives — building the consultative communication skills central to this Account Manager role.
- Identified and escalated revenue-impacting discrepancies in pricing and account data, partnering cross-functionally to resolve issues quickly and protect operational efficiency.
- Built and maintained accurate CRM-equivalent records across internal systems, performing regular data validation and quality assurance to ensure integrity of account and pricing data.
- Collaborated with sales, compliance, and operations teams simultaneously, managing competing deadlines and stakeholder expectations across multiple high-priority initiatives.
Employee Engagement Coordinator - Bank of America - Addison, TX
(2024-01)
- Drove a 37% increase in program engagement by designing and executing targeted outreach strategies, setting measurable participation goals, and proactively following up — directly reflecting a revenue-growth and upsell mindset.
- Managed end-to-end account lifecycle for engagement programs serving groups of 10–200+ stakeholders, from kickoff and onboarding through performance tracking and follow-up reporting.
- Created 20+ stakeholder communications and presentations to drive adoption of new programs — demonstrating the ability to craft high-impact deliverables that build buy-in at all levels.
- Developed and delivered training sessions to guide stakeholders through new processes, adjusting messaging by audience — a core skill for educating restaurant partners on Uber's platform and services.
- Traveled cross-site to support multi-location initiatives, partnering with leadership to coordinate and execute programs across multiple offices.
Pricing Operations Analyst - Supreme Lending - Dallas, TX
(2020-01 - 2021-12)
- Analyzed complex pricing data and partnered with internal teams to surface and resolve discrepancies, building strong habits around data accuracy and accountability.
- Supported process improvement initiatives and contributed to performance reporting, developing a foundation in analytical thinking and operational excellence.
Mortgage Operations Support Specialist - Citizens Bank
(2020-01 - 2020-12)
- Managed high-volume client interactions, resolving complex issues with clear communication and adherence to service standards.
- Maintained accurate account records and collaborated on escalations, demonstrating follow-through and documentation discipline in a fast-paced environment.
Credit Verifier - Honda Finance
(2019-01 - 2020-12)
- Verified applicant financial data for compliance and accuracy; traveled to partner dealerships to support loan processing and resolve discrepancies directly with external stakeholders.
