As the Director for the Center of Expertise within Corporate Customer Service Excellence, Monica provides strategic leadership for Wachovia in its efforts to grow customer loyalty, one of the company’s six corporate business priorities. The Center of Expertise is a team of people who specialize in the design, development, implementation and management of programs to improve customer service, experience, satisfaction and loyalty throughout the company. Examples of these programs include WISE, which is the monthly executive review of customer-focused metrics, Office of the President, Service Measurement, and Customer Listening. In addition, the Center of Expertise is responsible for crafting our customer loyalty strategy and consulting with lines of business on improving customer satisfaction and loyalty.

Monica is a native of Roanoke, VA, and holds a B.B.A. in finance from James Madison University, Harrisonburg, VA, and an M.B.A. in finance from George Washington University, Washington, DC.

She and her husband and their two daughters have made their home in Huntersville, NC for the last eight years.