Developed bespoke websites for high-profile client projects, featuring detailed wayfinding information for new building projects, area highlights, ergonomics how-to videos, and comprehensive FAQs for their new space; enhanced user experience and engagement by 25%. Converted bid responses into interactive websites for a greater visual impact. Orchestrated targeted email marketing campaigns tailored to unique buyer personas; achieved a 20% increase in open rates and a 15% boost in click-through rates. Redesigned all static deliverables to match company branding and voice leading to a 15% increase in bid win rate. Using UX Research principles, created a new customer portal, providing an on-brand, and easy-to-use experience for internal and external users. This tool increased employee productivity by 50% leading to 50% faster responses and warranty issue resolution. Created all graphic design deliverables for all internal and external communication including event invitations, flyers, email marketing campaigns, social media accounts, trade show booths, and bid responses. Redesigned and maintained the company website using Ceros (responsive web design program) and WordPress. Introduced Figma as a prototyping tool for marketing and digital design.

Projected future escrow account payments and balances for 100% of new commercial loans. Main point of communication for over 1000 commercial borrowers and their master loan servicer. Worked within a remote team across timezones to facilitate a seamless client experience for hundreds of multi-million dollar commercial loans.

Researched federal and state laws applicable to the credit union. Wrote and updated over 200 processes and procedures to ensure compliance by the organization. Worked with the Marketing Department to ensure all advertising content had proper disclosures. Monitored over $100,000,000 in high-risk transactions and investigated all potential money laundering activity. Trained over 500 employees organization-wide on new and updated procedures to mitigate risk and avoid financial penalties from state and federal regulators quarterly. Department Lead for 3 Compliance Assistants reporting to the VP of Audit and Compliance.