• Responsible for leading the reporting and analytics function in support of the Enterprise Operations Risk and Control team, utilizing data to help manage the business within the risk appetite and identify potential control weaknesses• Drive collaboration across Enterprise Risk, Business Operations, and Line of Business Risk teams to design best practices for risk management reporting and drive consistency across the organization • Successfully designed and implemented the first Enterprise Operations risk management key measure program to provide executive leadership with visibility into potential risks and drive mitigations • Significant involvement in regulatory exams and inquiries including identifying and source relevant data, creating regulatory responses, evidencing artifacts, and implementing corrective actions• Lead a team of risk and analytics professionals including setting objectives, managing work product and providing professional coaching• Own and manage the transition of certain functions to offshore resources, including analyzing scope of work, training new team members and managing process execution

• Responsible for the Consumer Lending risk appetite and key indicator reporting processes, providing analytic support for all risk types within the Consumer Lending and Payments, Virtual Solutions, and Innovations teams• Created and maintained the standards by which all boundaries should be set in the future for primary risk metrics including risk appetite, key risk indicators, and business process management• Provided executive ad-hoc analytics including head count models, issue management tracking, and employee and customer activity trends• Partnered with data providers, risk experts and executive leadership to oversee the execution of monthly reporting packages in alignment with the enterprise risk measurement policy • Built a team of experienced risk and analytics professionals including defining scope, recruiting talent, creating policies and procedures, and building working relationships across risk groups

• Responsible for delivering analytic and strategic leadership to support customer excellence and complaints initiatives across the Corporate and Commercial Banking organization• Oversaw the creation of dashboards required for regulatory and audit compliance including international, escalated, and service complaints• Managed relationships with external staffing agencies to build a comprehensive analytics organization

• Responsible for managing an analytics and reporting team of 21 people in support of the Loss Mitigation, Loan Modification, and Underwriting teams for the Mortgage Default Servicing division• Utilized analytics and communications skills to inform and influence leadership by succinctly presenting core ideas and recommendations on strategy implementation, tracking, and reporting• Merged strong knowledge of business processes and understanding of the data environment to provide direction and ensure data accuracy and clarity in support of regulatory, risk, audit, and customer impact remediation requests

• Responsible for the execution of system improvements for underwriting, customer relationship management, document processing, and quality assurance platforms including issue identification, solution design, requirement writing, testing, and validation across the Mortgage Default division• Oversaw a team of more than 25 employees who provided operational analytics, strategic direction, and requirement expertise to create process excellence• Balanced regulatory requirements with technical and operational abilities by driving collaboration across business leaders, project management, governance, associate communication, and technical implementation teams

Managed marketing analytics for the Home Equity organization including segmentation, list development, results analysis, and reporting

Provided financial recovery analysis on debt collection strategies for large clients including top credit card issuers and debt-buying companies

Marketing analytics lead for Dillard’s Department Stores’ $1.3 billion private label and American Express credit card portfolios

Created and managed customer-focused lifecycle and engagement strategies for the entirety of Capital One’s $200 million Small Business Line of Credit Portfolio