Brad Summers Email & Phone Number

St George, Utah, US

• Led a team of 4 compliance consultants that constructed all compliance frameworks as the company's first compliance team. This included developing robust programs to ensure company compliance with Federal, State, and.
• Established internal audits and reporting systems across 3 sites and implemented ISO standards for business certification.
• Designed training for managers and team leaders to ensure consistent compliance, reducing compliance violations by 50%.
• Conducted rigorous risk testing and audits, ensuring compliance with federal and state regulators, with no significant findings or issues.
• Guide risk discovery and assessment conversations based on qualitative and quantitative data.

San Francisco, California, US

• Led a team of 10 direct reports, for risk management and back-office operations across multiple customer service sites for a business unit of 3K+ employees. This included managing a $1M departmental budget.
• Directed a team of risk operations supervisors, analysts and consultants while monitoring the risk mitigation execution across multiple internal and BPO/vendor business locations.
• Ensured compliance with all fair lending regulations processes, compliance risk quality, and identifying procedural defect audit performance. Improved risk management performance by 25%.
• Minimized human and operational instituting controls to reduce 50% of errors during the first review.

Basking Ridge, NJ, US

• Led team of 60, with 10 direct reports, responsible for a network of 15 BPO call centers with 10K employees providing customer care, technical support, and scaling chat calls into our service. This included managing a.
• Orchestrated innovative onboarding strategies to optimize resources, increasing multi-skill efficiency and agent utilization, while reducing staffing costs by $800K+ annually.
• Implemented transformational strategies and tactical planning, engaging leadership to drive performance improvements.
• Created and maintained critical standard operating procedures to ensure compliance with regulatory and policy requirements for offshore BPO partners.
• Devised KPIs and dashboard monitoring systems to effectively manage overall performance.

Basking Ridge, NJ, US

Basking Ridge, NJ, US