Relationship-builder and systems thinker with expertise and interest in: alternative dispute resolution and organizational change through conflict resolution systems and outreach. Thirteen years of experience and academic study in conflict navigation, customer service and administration through policy and procedure. My focus is to drive practical solutions to conflicts within any organization by offering a collaborative approach to compliant management, policies and procedures, thereby enhancing a healthy and profitable work culture.
Skills
Conflict resolution
Corporate leadership
Organizational development
Mediation
Compliance & policy
Organizational strategy conveyance
Work History
Organizational Ombudsman, 11/2018 - 05/2020 The Bank Of New York Mellon – Wilmington, NC,
Managed internal marketing platforms for Dispute Resolution Program and Ombuds Office team resulting in increase of Program participant count by 22% within one year
Resolved complex medical regulatory dispute by negotiations with the Texas Board of Insurance resulting in cost savings of $86,000 to former employee
Provided frequent recommendations to legal counsel, executive leadership and operational stakeholders with appropriate insight and action plan to promote diversity and inclusion strategies to policy, and operational decisions
Delivered feedback analysis reporting to Ombuds office team on social media, and industry trends
Conducted qualitative analysis and research on high conflict areas within product service groups to identify trends and patterns that enhance conflict resolution and organizational efficiency
Drafted Annual Ombuds Office report for systemic Dispute Resolution Program metric and data collection identifying high conflict trends within the Company
Provided workplace training to company employees on Difficult Conversations, Mindful Practices and Effective Conflict Management
Served as organizational Ombuds to constituents of the Company and community facilitating peaceful resolutions to disputes under the core principals and standards of the International Ombuds Association (IOA)
Resolved systemic conflicts through mediation, coaching and negotiations to provide mutually beneficial agreements between parties
Resolved policy-oriented problems, improved operations and provided exceptional support to executive leadership
Drove operational improvements for Dispute Resolution Program which resulted in savings and improved profit margins
Client Service Analyst, 07/2014 - 08/2016 Arena Investors Lp – New York, NY,
Utilized the dimensions of diversity to enhance client-advisor relationship by conducting community outreach and marketing platforms resulting in the overall increase of minority clientele by 65%.Enhanced team asset management amount by $24M from the addition of comprehensive partnerships with ultra-net worth clientele
Liaised with clients, management and sales team to better understand customer needs and recommend appropriate solutions
Provided frequent, honest coaching and feedback to team members resulting in strategy and plans for developmental growth namely in diversity & inclusion matters
Provided innovative ideas to continually build metric management, change facilitation, problem solving and results oriented skill sets into operating business practices
Led training and development programs for effective cross cultural engagement methodologies
Drafted quarterly reports for company organizational engagement levels
Increased efficiency and performance by monitoring team member productivity and providing feedback
Compliance Manager, 05/2011 - 07/2014 Atlas Airlines – City, STATE,
Provided oversight, supervision and adherence to all first-level policies and procedures complaints
Advised Executive leaders of regulatory risks in business processed and provided recommendations for improvement
Ensured consistency in planning, quality control, quality insurance and quality improvement by providing supervision to 300 flight attendants
Evaluated compliance-related cabin service policies and procedures throughout the company by monthly compliance check reports
Provided improvement plans, and recommendations through assessment reporting, and Annual Atlas Air Compliance Summary Report to Executive Team members
Drafted written policies and procedures related to compliance activities, and business practices under the guidelines of the Federal Aviation Administration(FAA)
Managed full life cycle of assigned audits in alignment with departmental procedures, delivering progress as well as closing reports to senior management and clients
Advised Senior Counsel on regulatory risks in business processed and provided recommendations for improvement
Liaised with flight crew and mechanics to identify areas of risk (in-flight), workflow and other inefficiencies to provide feedback key stakeholders and members of the Executive team
Graduate Research Fellow, 05/2010 - 12/2010 Houston Police Department – City, STATE,
Conducted comprehensive qualitative research project, studying Effects of Community Distrust in Policing Due to Routine Racial Profiling in Lower-class Neighborhoods that resulted in internal policy change for HPD patrolmen
Worked with Crime Analysis & Command Center Division to coordinate qualitative research
Supervised team of four undergraduate students that assisted in research gathering and interviewing
Presented data research results to former Police Chief Harold Hurtt and staff providing the Department with recommendations and strategy-based training for patrol officers and community members bridge building
Collaborated with the Deputy Director of Public Affairs to create community town hall mediation between Houston Police Department and local clergy and residents
Wrote and edited data collection forms and questionnaires for study
Education
Master of Dispute Resolution : , Expected in 2020 - Pepperdine School of Law - Straus Institute - Malibu, CA GPA:
Advanced coursework in Cross-Cultural Conflict, Organizational Conflict and Mediation
M.S. Administration of Justice: , Expected in 12/2010 - Texas Southern University - Houston, TX GPA:
Thesis: Building a Better Community: Community distrust in the Police
Bachelor of Science: Sociology, Expected in 12/2007 - The University of New Mexico - Albuquerque, NM GPA:
Coursework in Social Conflict, Conflict Resolution and Class Conflict
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