Responsible for enhancing the collections digital experience for delinquent cardmembers on discover.com and native mobile app via Web Targeting, Chat and Messaging, VOC, and self-service payment options. Currently managing a team of 6 high performers to deliver new digital experiences and continuously enhance the current experiences for customers in financial hardship and reduce loan losses for the company. • Manage existing Collections chat and messaging experience on Discover.com and mobile app to include increasing chat engagement and payments collected through the channel, platform migration, and chat automation through intents• Oversee Voice of the Customer (VOC) Program to monitor customer complaints & feedback and continuously iterate and enhance our digital features based on valuable consumer insights; ultimately leading to constant increases in payments and customer praise of our digital features • Responsible for Web Targeting optimization and strategy on Discover.com and mobile app leading to increases in payments collected through the digital channel via campaign management, process optimization, and database enhancements• Digital Initiative Owner (Scaling Agile) for all open file delinquent cardmember features and enhancements on Discover.com and mobile app• Digital Controls custodian, Operational Risk Event custodian, Internal Audit Lead, Web Complaints and Escalation Owner, BCP Owner

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