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Montavia Onuoha

@montaviaonuoha

Vice President, Program Lead at Bank of America improving customer experience and operational efficiency through projects and process changes.

United States

Message

At Bank of America, I collaborate with business partners to resolve customer and operational issues and lead projects to improve customer experience and operational efficiency.

I develop and communicate process changes and create training and support materials for impacted teams. I also analyze business needs and recommend customer-focused solutions.

Previously, I supported onboarding and training for associates and vendor resources at the Academy for Fraud & Claims, and worked in online banking fraud, operations, and claims.

Experience

Work history, roles, and key accomplishments

Current

Vice President, Program Lead

Current

Bank of America

Aug 2021 - Present (5 years 3 months)

Collaborate with business partners to identify and resolve customer and operational issues. Lead projects focused on improving customer experience and operational efficiency.

Customer Service Operations Project Management Process Improvement Training Stakeholder Communication

Operations Manager, Academy for Fraud & Claims

Bank of America

Aug 2020 - Aug 2021 (1 year)

Supported onboarding and training for over 2,000 associates and vendor resources. Facilitated virtual training sessions and provided ongoing coaching and support.

Training Coaching Virtual Facilitation Performance Management Leadership Communication Skills

Operations Manager, Online Banking Fraud

Bank of America

Dec 2018 - Aug 2020 (1 year 8 months)

Supervised a team of customer-facing associates handling fraud and claims inquiries. Assisted customers with complex account and claims-related issues.

Team Leadership Fraud Management Customer Support Coaching Escalation Management