• Oversee marketing strategies and end-to-end servicing to improve customer experience, optimize Net Promoter Score (increased by 12% in one year), maximize ROI and manage small, high-performing team for the global phones channel for consumer credit cards.• Develop value proposition offers for card products, segmentation and call routing strategies and proactive servicing treatments for 7 call centers globally; partner with product managers and Decision Management, Customer Research and Call Center Operations teams to identify targeted marketing and servicing opportunities during the customer lifecycle. • Introduce KPIs and dashboards to evaluate operational success and inform adjustments to marketing strategies and processes to maximize customer experience and reduce risk.• Conceptualize, implement and manage New To Citi program to optimize new customer onboarding and servicing; develop customized tools for consumer profiles to enhance activation flows.• Design an agent rewards/recognition program and agent performance scorecard that align with key metrics (including customer experience benchmarks) and support overall business strategy.• Drive call center engagement, creating innovative communication resources and leading training seminars and experiential product education events for 2,600 domestic agents; collaborate with vendor on initiatives for 1,200 outsourced agents.

• Led customer service reengineering and compliance strategy for global phone marketing channel to improve customer experience and Net Promoter Score (from 45% to 55%), ensure alignment with new enterprise strategies and minimize risk in a changing regulatory environment.• Played key role on reorganization team that developed strategies and processes to strengthen customer relationships by focusing on segmentation, servicing tiers and treatments/experience offers and developing call-center knowledge units.• Created highly-targeted customer treatments, proactive offers and agent training programs to increase product knowledge and maximize customer experience.• Served on special task force to develop internal control monitoring processes and procedures; due diligence liaison for all audits, including a major Consumer Financial Protection Bureau evaluation. • Designed and implemented a self-assessment tool for marketing programs; identified campaign processes, determined controls and produced gap analysis framework to address deficiencies.• Developed agent call evaluation scorecard that aligned with internal processes, goals and risk tolerance; managed call monitoring vendor for consumer debt protection products; worked with program managers to implement required modifications.

• Oversaw internal audit for consumer credit card call centers to ensure adherence to financial, legal and corporate compliance systems and controls; served as point person for enterprise audits.• Introduced process improvements and enhancements to streamline operations, eliminate redundancies and increase efficiency.• Designed risk and control self assessments (developed processes, sampling methodology and reporting); created and led a quarterly test for marketing initiatives to ensure compliance and presented results to senior management.

Compliance Department, Investment Banking Group

Vice President, Compliance Department (2002 to 2005) Assistant Vice President, Legal Department (1999 to 2002)