Brian Lanham Email & Phone Number

Philadelphia, Pennsylvania, United States

Head of Customer Experience – Product Support• Designed and built a customer service department, from scratch, to receive and process inquiries from customers using the sports betting app.• Selected and implemented a CRM system, with components including SalesForce and ZenDesk, that integrates with the mobile app and other software to create a seamless experience for customers.• Established 5 incoming customer service channels. This included the creation and implementation of all business rules, processing strategies and software integrations.• Developed all customer service policies and procedures required and approved by the New Jersey Division of Gaming Enforcement.• Created volume forecasts, staffing models, KPI assumptions and metric reporting to manage and monitor the customer service department.• Designed a web-based knowledge center for the customer experience team to research information about all aspects of the functionality within the app, CRM systems and overall processing and handling procedures.

Newark, De

Vice President – Call Center Servicing & Strategies (2012 – 2020)• Managed servicing call centers supporting a portfolio of ~11 million student borrowers; supervised approximately 600 offshore and 750 onshore full-time employees across 6 sites.• Established and staffed a high caliber servicing call center to assist with customer inquiries and manage defaults for federal and private credit loans.• Developed and implemented strategic initiatives to improve customer satisfaction and net promoter score while delivering efficiency.• Managed a $65 million dollar annual budget down to $48 million over five years by driving continuous improvement and efficiency across all operating routines within the call center and back office operations.• Sponsored the selection and implementation of a natural voice IVR, including the creation and analysis of call routing rules, call deflection strategies and reporting.Senior Director – Operations Support (2009 – 2012) • Grew and developed an analytic and reporting team from 13 to 65 employees over three years.• Developed strategic call forecasting, loss prevention models and automated reporting to support the servicing call center and default aversion business units.• Developed automations that drove efficiencies resulting in $4.5 million in annual expense savings.• Oversaw the customer communication team that managed over 5,000 different letters across three platforms.• Developed and implemented email campaigns that helped customers transition from school to repayment successfully.• Analyzed and implemented multiple internal voice response (IVR) strategies that resulted in a 20% call deflection.• Completed an overhaul of all operational reporting and eliminated manual processes that allowed more time for the development and implementation of strategic initiatives.

Wilmington, De

Vice President – Partnership Analytics• Led and directed an analytics team focused on growth initiatives for 19 partner relationships (~$34B in annual sales). • Developed and implemented sales and balance build strategies, customer engagement models and profiling.• Designed effective direct marketing strategies and conducted in-depth P&L analysis and forecasting.• Presented analytic capabilities to potential clients. Key clients included Disney, AARP, IHG Hotels, and Amazon.• Analyzed customer demographics, spending behavior and redemption patterns.• Provided dedicated consulting services to Disney Corporate Brand Management; developed key insights across 11 Disney business units. • Delivered sizing, targeting and analyses for more than 84 marketing campaigns annually to both Chase Brand and Disney Visa customers.

Chester, Pa

Risk Consultant – Strategic Financial Modeling• Developed and implemented loan pricing models used to monitor and forecast key cash flow metrics for the auto finance portfolio.• Spearheaded the development of a dealership-level profitability model used to forecast and project lifetime ROA/ROE metrics on $1.2B in auto loans per month.• Identified key opportunities for optimal price points and forecasted future profitability.• Completed detailed expense analysis that resulted in cost reallocation allowing price elasticity testing across risk segments.

Newark, De

Vice President – Consumer Loan Strategies• Managed a $12 million marketing budget across 5 channels (i.e. direct mail, lead purchase, telemarketing).• Led an analytics team responsible for creating and implementing direct marketing and cross-sell strategies focused on external consumers and existing customer portfolios.• Developed a co-branded lead generation strategy to create additional mortgage loan cross-sell opportunities with affiliated partners including AAA, Brown University and NASCAR.• Created and implemented consumer loan strategies focused on slowing portfolio attrition rates through re-pricing, retention and loan term extension programs.• Developed a risk model and process to lower loss rates by creating a portfolio segmentation model based on forecasted loss rates.• Created expense reduction and loss mitigation strategies for asset recovery and/or settlement decisions by estimating loan level net realizable value for a portfolio of secured assets (i.e. airplanes, boats, automobiles).