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Concord, NC 28025

(919) 414-3711

 Comprehensive experience and success in executive leadership and operations oversight at Fortune 500 firms
including Bank of America, General Electric and Genworth Financial.
 Six Sigma Black Belt and retired US Army as a Colonel; establish operational excellence within culturally
diverse environments.
 Inspirational leader and creative problem-solver, with a proven track record of transforming vision into
reality, corporate goals into concrete action, and organizational philosophy into sound business practice.
 Excellent communication skills; able to interact effectively with all levels within an organization.
 Strong analytical skills, leveraging understanding of data and processes to direct strategic decisions.
 Experience building and directing operations teams of up to 80 members to exceed goals.
 Big picture thinker, motivated by complex business challenges to deliver effective solutions.
 Extensive specialized training, including Lean (Six Sigma), DMAIC 2 – Change Acceleration Process,
DMAIC (Six Sigma), DFSS Overview Training, and US Army Operations Research Systems Analysis.
 Strong computer skills including MS Office (Excel, PowerPoint, Word), MS Project & Visio, Minitab and
 Strategic Planning
 Change Management
 Cost Reduction

Staff Leadership
Quality Metrics
Process Improvement

Project Management
Problem Resolution
Financial Stewardship


12/2014 – Present

SVP, Group Operations Manager, Global Technology & Operations – Centralized Support & Operations
(12/2014 – Present)
Manage 20+ associates, ensuring that BOA is within compliance against the Fair Credit Reporting Act (FCRA).
 Lead teams in collaboation with business units and Credit Reporting Agencies to drive continous process
improvement and increase consistency, comprehensiveness and accuracy of credit reporting.
 Set and communicate clear goals that align with business objectives and ensure compliance with government
regulations and company policies.
 Manage workforce including activities of team members, performance management, career development,
coaching, mentoring, and succession planning.
 Established a process to ensure Consumer Card account setup and maintenance requests are fulfilled and
processed as expected, and validate that credit bureau information on all critical fields is reporting accurately
across credit bureaus.
 Led and completed FCRA assessment of the deposits process in preparation of Consumer Financial Protection
Bureau (CFPB) July 2015 examination.
SVP, Group Operations Manager, Global Technology & Operations – Wholesale Credit Operations (7/2013 – 12/2014)
Managed team of 80+ associates responsible for creating legal documentation for business purpose loans,
coordinating and reviewing loans prepared by outside counsel and completing loan booking and funding.
 Oversaw team in sending prepared loan documentation to clients, accurately booking loans to Bank of
America’s system of record and releasing funds to the clients.
 Collaborated with senior leadership concerning operational results, budgets, and strategic initiatives.
 Served as key member of West Region Business Banking market alignment pilot team, which strengthened
relationships with business partners, reduced rework and improved cycle time.
 West Region Non-real Estate and Real Estate documentation teams sent over 2600 and 1260 documents,
respectively, the Financial Booking team booked over 60,000 loans, and Attorney Prepared teams booked
almost 4800 loans through ten months in 2014 with over 97% accuracy rate.



SVP, Business Process Design Manager, Legacy Asset Servicing – Foreclosure & Bankruptcy (10/2012 – 6/2013)
Managed team responsible for planning and implementation of all process design activities for bankruptcy and
post-sale foreclosure operations.
 Collaborated with business leaders to identify and prioritize continuous improvement opportunities.
 Created and met clearly defined business goals for continuous improvement initiatives.
 Utilized knowledge of FNMA and FHLMC foreclosure guidelines and mortgage insurance guidelines to
ensure all process changes aligned with legal and regulatory requirements.
 Led process improvements and staffing strategies, resulting in maximizing recoverables and improved efficiencies.
 Provided direct leadership and performance management for a team of four, including staff development.
SVP, Process Excellence Manager, Legacy Asset Servicing – Foreclosure (06/2011 – 10/2012)
Led the design and execution of two pilot sites for pre-sale foreclosure realignment project that allowed the
project team to revise strategies and tactics, which ultimately led to successful realignment of seven pre-sale
foreclosure operation sites.
SVP, Senior Quality And Change Delivery Consultant, Consumer Banking (11/2009 – 05/2011)
Planned and executed the Business Process Management (BPM) launch within six organizations to address lack
of controls monitoring processes and lack of continuous process improvement efforts while creating a metricdriven environment that demonstrated process control.
 Developed relationships with business partners to understand their strategic goals, objectives and business
functions to become a trusted partner on continuous improvement initiatives.
 Performed data analytics to drive fact-based decision-making.
 Completed a comprehensive time study to evaluate feasibility of deploying image capture devices in Bank of
America financial centers.
Quality & Productivity Engineer, Bank Of America Corporation, Charlotte, NC
Insurance Operations Leader, Genworth Home Equity Insurance Corporation, Raleigh, NC
VP Of Policy Servicing, Genworth/General Electric Mortgage Insurance, Raleigh, NC
E-Project/Quality Manager, General Electric Mortgage Insurance, Raleigh, NC
Program Manager, General Electric Appliances, Louisville, KY
Manufacturing Black Belt, General Electric Appliances, Louisville, KY

08/2007 – 11/2009
06/2006 – 08/2007
03/2003 – 06/2006
07/2001 – 03/2003
06/2000 – 07/2001
11/1998 – 06/2000

United States Army War College, Carlisle, PA
Master of Strategic Studies

University Of Louisville, Louisville, KY
Master of Science in Industrial Engineering

North Carolina State University, Raleigh, NC
Master of Business Administration

North Carolina State University, Raleigh, NC
Bachelor Of Science In Mechanical Engineering


2014 Bank of America Global Diversity & Inclusion award team nominee
2014 recipient of a Gold and Bronze Bank of America recognition awards
2013 recipient of a Bronze Bank of America recognition award
2012 recipient of a Silver Bank of America recognition award
2011 recipient of two Silver and one Gold Bank of America recognition awards
2008 recipient of two Bank of America Spirit Medallions (the last year Spirit Medallions awarded)
Certified General Electric Black Belt
Army Meritorious Service Medal with Five Oak Leaf Clusters
Afghanistan Campaign Medal with Campaign Star
Global War on Terrorism Service Medal