Bonita Bolton

Bonita Bolton is a seasoned professional in operations strategy and customer service management, currently serving as Senior Vice President and Director of Operations Strategy and Culture at First Citizens Bank since April 2010. Bonita has extensive experience in developing and implementing enterprise-wide strategies focused on associate engagement, diversity, equity, and inclusion, as well as training and talent development. Previous roles include Vice President of Service Delivery Program Management, where Bonita facilitated customer service enhancements, and Interim Director of the Customer Contact Center, overseeing a transition to remote work for over 300 associates during the pandemic. Additionally, Bonita has held roles in collections and recovery management at both First Citizens Bank and Citi, with a strong focus on performance improvement, training development, and operational excellence. Bonita holds a Master's Degree in Human Resource Management from Strayer University and a Bachelor's Degree in Psychology from Winthrop University.