Responsible for Credit Operations team which include Credit Bureau Reporting, Fraud Operations, Collections Account Support, Manual Credit Review, and Payment Processing. Lead team to significant cost reductions in all areas by focusing on operational efficiencies, cross training opportunities, and combining departments into a single location. Achieved rate improvements meeting planned expense despite 60% increase in volumes in Credit Bureau Disputes. Off-set $1MM in volume variances through significant increase in agent productivity, 3rd party vendor elimination, and supporting Credit Bureau Reporting automation.

Credit Manual Review Operations Managed inbound and outbound call center operations focused on customer authentication of credit applications. Responsible for variable and fixed budget planning, monthly variance explanations, forecasts, and implementing continuous improvement projects. • Led operation expansion to increase capacity by over 50%• Increased inbound calls handled by 38%• Reduced days to approve applications by 23%• Significant focus on customer experience and employee engagement

Payment Processing, Print / Mail, Credit Manual Review, and Mail Order Processing Managed back office operations including payment processing activities for two retail brands, the corporate print / mail vendor relationship including monthly consumer statement processing, Credit Manual Review call center operations, and Mail Order Processing Operations. • Responsible for vendor relationships for payment processing and print / mail• Track and analyze payment data identifying trends in payment methods and opportunities to improve cost and influence payment channel.• Identify points of friction for customers making on time payments and provide solutions.• Prepare annual variable and fixed budgets and provide monthly reporting on variances based on volume and rate drivers.• Focused on reducing payment processing expense by evaluating various payment methods and vendors. Implement processes to drive payment growth influencing payment channel to minimize cost with priority on customer experience. • Identified and implemented strategies to drive increased adoption rates on electronic statements to 20%.

Order Processing & Payment Processing• Member of management team that re-launched the Fingerhut brand out of liquidation.• Developed budgeting and staffing schedules for start-up operations of both Mail Order Processing and Payment Processing daily operations. Completed work station layout and set-up equipment to provide immediate processing of customer documents. • Provided design criteria for Mail Order Entry system and order forms for inbound customer orders utilizing bar code scanning. • Financial Analyst for Operations and IT from 2002 – 2004. Developed budgets and forecasts, tracked variances against key metrics, developed monthly variance explanations and reported to Senior Management.• Identified payment vendors and implemented payment channels to improve customer’s payment options.

Manage projects and engineering staff to improve operating performance and cost reduction through process improvements with emphasis on quality, work measurement programs, and supporting cost analysis. Perform project audits to validate post implementation savings and results. Measure and monitor service and quality levels to report changing trends. Manage facility layouts and construction to ensure compliance and project cost containment. Conduct feasibility studies and analysis as requested by Management.

Engineering team lead on 5.2 million-dollar project incorporating imaging technology to re engineer business office operation processes. Project responsibilities included: economic justification, vendor selection and contract negotiations, business and technical requirements, external design, user acceptance testing, implementation, capital and lease forecasts, project budgeting, and sign-off responsibility.

Senior Industrial Engineer (February 1994 - June 1996) Industrial Engineer (March 1992 - February 1994) CAD Engineer (June 1990 - March 1992) Engineering Technician (February 1988 - June 1990)

Nondestructive Testing Certified Level II in Liquid Penetrant, Magnetic-Particle, Ultrasonic and Visual Inspection