Anthony Smith Email & Phone Number

Peoria, AZ, US

Phoenix, Arizona, United States

Phoenix, Arizona Area

• Responsible for access management, controls, procedures, and risk mitigation for Card/Bank Fraud operations with ~2000 employees
• Partner with vendors, product owners, and business technology to reduce risk andimprove efficiency through stronger user authentication protocols
• Establish and manage $3.0MM+ annual expense budget for Card/Bank Fraud operations from discretionary and compensation expenses
• Facilitate problem solving sessions with Card/Bank Fraud leaders with focus on process improvement, risk, and compliance
• Develop and document strategic plans as Business Continuity Planner for Card/Bank Fraud operations

Phoenix, Arizona, United States

• Developed and built the Card Customer Service complaint management process for qualitative and quantitative analysis using Lean/Six Sigma principles
• Partnered with cross-functional teams across the Acquisition and Portfolio Value Stream, CSE Strategy/Operations, Marketing, Marketing Business Risk (MBR), and Discover Consumer Complaints (DCC) for process improvement.

Phoenix, Arizona Area

• Developed and managed Phoenix Regional Discover Lean program to drive critical thinking and problem solving
• Facilitated Lean Sprints with the objective to solve problems and teach Discover Lean to regional leaders

Phoenix, Arizona Area

Managed over 20 direct reports with a primary goal of educating customers to reduce frequent calls.

Responsible for hiring frontline agents in multiple call functions. Created hiring analytics to address employee attrition and hiring trends. Implemented new procedures to streamline the hiring efficiency and effectiveness.