Led the development and implementation of new training initiatives, including a comprehensive marketing strategy training program focused on execution and delivery.• Compiled monthly product status updates from product teams for monthly senior leadership meetings.• Coordinated with all product teams to ensure data accuracy and identify issues related to overall project status.• Developed detailed project timelines, facilitated cross-functional discussions to ensure successful communication and alignment.• Leveraged tools such as Jira, Teams, and SharePoint to streamline status updates and approval processes for training modules designed for new and existing employees.• Built strong relationships with stakeholders and senior management, continuously identifying future training opportunities and enhancements to existing offerings.• Guided team through problem-solving and decision-making processes.

Led end-to-end execution of complex credit card marketing campaigns across email, direct mail, and digital channels reaching nearly 1.5 million cardholders with each deployment.• Managed timelines, facilitated stakeholder daily calls, and provided updates to senior managers and partners.• Ensured compliance with record retention policies and maintained organized documentation.• Collaborated with stakeholders (legal, compliance, content, analytics, marketing) to meet campaign milestones.• Coordinated with external vendors for seamless campaign execution, optimizing efficiency and effectiveness.• Integrated list processing and direct mail services, ensuring quality control and adherence to specifications.

Oversaw daily operations of a 25-person payment processing team, ensuring timely and accurate task completion.• Led process improvement projects to resolve complex payment issues with vendors and internal partners.• Contributed to the development and implementation of a new payment processing platform, enhancing efficiency and adapting to evolving service requirements.

Recruited and onboarded new employees, provided comprehensive training, and conducted performance reviews.• Managed performance plans to ensure employee development and alignment with organizational goals.• Initiated programs to enhance customer experience during collections, achieving a default rate under 10% - well below the industry average.• Ensured compliance with federal and state regulations for student loan collections, conducting regular audits for the Department of Education.• Resolved escalated customer issues by leveraging an in-depth knowledge of loan servicing repayment options

Managed relationships with Chase, Bank of America, and Capital One regarding probate collection activities.• Facilitated daily interactions between clients and the operations team to ensure contract objectives and goals were met.

Led marketing campaigns for affinity partners, enhancing credit card spending among existing customers.• Served as senior credit analyst, approving lines of credit based on customer ability, stability, and willingness to pay.• Demonstrated excellent understanding of credit card regulations, including lending practices, UDAP (Unfair, Deceptive, or Abusive Acts or Practices), and collection practices, ensuring compliance and risk mitigation in all financial operations.