Operations associate with several years of experience in logistics management and financial services. Proven track record in training teams and solving complex problems while maintaining strong communication. Recognized for exceptional time management and task prioritization skills. Prepared to take on new challenges in a dynamic, fast-paced environment and eager to contribute to a dynamic team in a management or training role to support organizational goals.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Team Lead, Trainer (Internal and External)
Albridge Solutions / Pershing X (BNY)
Pennington, NJ
09.2020 - 12.2025
Led training team for internal and external programs, ensuring alignment with organizational goals.
Designed, scheduled and hosted bi-weekly external training sessions that were actively attended and received consistent positive feedback and high survey review scores.
Developed a curriculum for new hire trainings and trained 20 Client Services associates.
Provided continuing education to the Client Services team and lead sessions that I created to cultivate and strengthen skills and promote best practices.
Actively monitored the service levels for the Client Services team and helped the team achieve over 95% services levels for over 5 consecutive years while maintaining and being recognized for high quality standards.
Coordinated with Client Services team to manage case loads and served as relationship manager for key clients, supporting delivery on KPIs and strengthening strategic relationships.
Conducted monthly sampling and scoring of calls taken and cases worked on by the Client Services team and provided unbiased analysis and feedback.
Served as the primary liaison for supervisor callback requests, consistently ensuring transparent communication to uphold outstanding service standards.
Senior Client Operations Associate
Albridge Solutions / Pershing X (BNY)
Pennington, NJ
02.2010 - 12.2025
Delivered comprehensive customer support for investment portfolios to advisors at broker dealers and RIAs, addressing all aspects of Albridge Wealth Reporting and Wove Reporting platforms.
Managed daily case creation and oversight, collaborating with internal data teams and cross-functional departments to facilitate escalations with management.
Researched and resolved reporting issues in performance reporting, data reconciliation, file management, data transmission, and coding.
Credit Analyst II, Credit Acquisition
Bank of America
Newark, NJ
02.2009 - 10.2009
Executed judgmental decisions on new credit card applications for new and existing BAC customers, ensuring compliance with credit policies.
Adhered to BAC and Federal procedures to ensure quality approvals on applications and assign appropriate credit lines while evaluating personal credit reports.
Assessed risk and exposure to the bank in evaluating secured and unsecured loans, contributing to informed lending decisions.
Senior Credit Analyst, Best Customer Advocate, Continuing Educator
Bank of America
Newark, NJ
09.2006 - 02.2009
Used lending authority to assess risk and maximize profitability on accounts by making accurate judgmental decisions on credit lines and appropriate pricing.
Strengthened most profitable customer relationships by promoting increased retail usage and cross-selling secured and unsecured products.
Delivered world-class customer service focused on customer delight, ensuring quality and achieving one-call resolution for account adjustments.
Educated customer marketing team at Newark site for 6 months, teaching 12 classes on updated bank policies and procedures.
Conducted presentations for new hires, addressing inquiries from senior-level associates to enhance understanding.
Facilitated the testing of required regulatory compliance principals for all of customer marketing.
Education
Bachelor of Science - Computer Science
Pennsylvania State University
University Park, PA
06-2001
Associate of Science - Information Sciences And Statistical Analysis
Pennsylvania State University
University Park, PA
06-2001
Skills
Data analysis and reconciliation
Customer relationship management software
Website development
Microsoft Office applications
Virtual meeting platforms
Staff training and development
Certification
Six Sigma - Yellow Belt
Timeline
Team Lead, Trainer (Internal and External)
Albridge Solutions / Pershing X (BNY)
09.2020 - 12.2025
Senior Client Operations Associate
Albridge Solutions / Pershing X (BNY)
02.2010 - 12.2025
Credit Analyst II, Credit Acquisition
Bank of America
02.2009 - 10.2009
Senior Credit Analyst, Best Customer Advocate, Continuing Educator
Bank of America
09.2006 - 02.2009
Bachelor of Science - Computer Science
Pennsylvania State University
Associate of Science - Information Sciences And Statistical Analysis
Team Lead Investigations/Fraud Management/External Relations – Internal Audit Division (IAD) at Tatum Bank LimitedTeam Lead Investigations/Fraud Management/External Relations – Internal Audit Division (IAD) at Tatum Bank Limited
<ul>
<li>Led and trained a diverse maintenance team, fostering a culture of safety, inclusion, and accountability.</li>
<li>Facilitated weekly team meetings to align on safety procedures, project updates, and documentation accuracy.</li>
<li>Delegated and tracked daily responsibilities for 10 staff members, using internal workflow systems and spreadsheets.</li>
<li>Built and maintained effective working relationships with employees and external partners.</li>
<li>Oversaw compliance for all employee documentation, ensuring adherence to organizational and regulatory requirements.</li>
<li>Authored project status reports, safety documentation, and contributed to permitting support materials.</li>
<li>Maintained inventory logs, and coordinated material movement using structured tracking systems.</li>
</ul> at JRH contracting<ul>
<li>Led and trained a diverse maintenance team, fostering a culture of safety, inclusion, and accountability.</li>
<li>Facilitated weekly team meetings to align on safety procedures, project updates, and documentation accuracy.</li>
<li>Delegated and tracked daily responsibilities for 10 staff members, using internal workflow systems and spreadsheets.</li>
<li>Built and maintained effective working relationships with employees and external partners.</li>
<li>Oversaw compliance for all employee documentation, ensuring adherence to organizational and regulatory requirements.</li>
<li>Authored project status reports, safety documentation, and contributed to permitting support materials.</li>
<li>Maintained inventory logs, and coordinated material movement using structured tracking systems.</li>
</ul> at JRH contracting
<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company<ul><li>Oversaw all operational functions during the successful amalgamation of two legacy mutual insurers into a single, unified organization. Reported directly to the CEO and played a key leadership role in aligning people, processes, and performance with long-term strategic goals.</li><li>Led the full operational transformation of Salus Mutual, uniting teams and systems from two legacy organizations under a cohesive structure with shared goals and culture.</li><li>Redesigned leadership accountabilities and implemented new KPI and SLA frameworks, enabling stronger performance management and outcome tracking.</li><li>Built internal capacity in key operational areas, reducing reliance on external consultants and establishing a culture of ownership, capability, and continuous improvement.</li><li>Established an Operations function to support Claims, Underwriting, and Sales, delivering enterprise-wide value through data insights, process improvements, project delivery, and enhanced customer service.</li><li>Collaborated closely with the Senior Leadership Team and Board of Directors to co-develop and launch the organization’s first corporate strategy post-amalgamation.</li><li>Held P&L responsibility for $45M in Gross Written Premium, with a strong focus on operational efficiency and strategic growth.</li><li>Delivered key strategic outcomes, including: First-ever member rebate in company history, First employee engagement survey, achieving a 75% engagement score, 3% reduction in expense ratio through operational efficiencies and cost control.</li></ul> at Salus Mutual Insurance Company