Christopher Wilburn Email & Phone Number

Charlotte, Nc, Us

Riverwoods, Il, Us

San Antonio, Texas, Us

Focused on streamlining risk teams with accountability measures and support structure with new risk advisory model to serve as points of contact for operational and compliance risk items. Steered organizational change management, strengthening overall value and accountability. •Demonstrated exceptional leadership, people development, mentoring, and training abilities, resulting in 23 internal promotions of high-performing team members. Created various roles and paths throughout career as dedicated people leader to build competencies and facilitate cross-training, resulting in employee retention and engagement. •Transformed insufficient RCSA practices with strategic direction, process improvements, and internal control design.

San Antonio, Texas, Us

Supervised and guided team of 4 in establishing internal controls for system of record to create consistency and reliability for decision-making and reporting. Drove strategic hiring and training to improve understanding of data quality, growing team to 12 members. •Improved data accuracy from 42% to 98% and cycle time from 7 days to 1 in 4 months by instituting a formal governance program to eliminate system of record risk data changes outside of a dedicated team to maintain data integrity. •Strategized and introduced a centralized audit exam management program, enhancing consistency and quality of information requests and submissions; transformed numerous audit failures by removing disconnects, rebuilding trusting relationships with testing organizations, and creating a flow to submit audit requests to appropriate team members.

San Antonio, Texas, Us

Established a 65-person team to deliver continuous data monitoring and training across a quality organization with 500 testers—innovated management system analysis to understand variances in phone calls and drive specialized training. •Boosted accuracy score from 65% reliability during initial phase to 85% in 8 months, and from 85% to 95% in 6 weeks by deploying new audit and calibration program to measure data, identify areas of concern, and initiate performance improvements. Built the team to distill information, implement a support structure, and facilitate bespoke training. •Doubled productivity and reduced variation with more data, higher quality, and a calmer work environment.

San Antonio, Texas, Us

Recruited to the company to rebuild a contact center quality program, charged with the strategic design of a transformational omnichannel monitoring program to assess operational and compliance risk. Ideated and established reportable data structure; developed new tools; and lowered variations to enhance cycle time and productivity. •Scaled regulatory targeted quality testing program, expanding from 25 personnel to 250 in 1 year through internal and version controls, new simplified and standardized processes, metrics, and strategic hiring. Led cross-functionally, strengthening direct team management, business transformation, and strategic planning experience. •Designed and integrated tools with databases to create visibility. Identified 100–200 data points needed for reporting; created a data capture system that gathered actionable requirements and information across 189 processes; and guided teams on connecting data to create reporting in accordance with 36 federal regulations.

San Francisco, California, Us

Strategized several risk programs, including issue management, RCSA, and operational losses, and integrated them into overall ERM. Developed 5 new processes, operational controls, risk monitoring and accountability measures, and overall risk structure.

Glen Allen, Va, Us

Strategized several risk programs, including issue management, RCSA, and operational losses, and integrated them into overall ERM. Developed 5 new processes, operational controls, risk monitoring and accountability measures, and overall risk structure.

Charlotte, Nc, Us

Gained extensive, hands-on experience in team leadership, creative problem-solving, quality assurance, transformation, and people development. Learned how to design, document, manage, revise, and monitor sustainable business controls to position the company for future growth and manage operational process risk and control and RCSA. • Conceptualized risk control assessment that analyzed hundreds of controls, identifying key issues impacting global compliance, such as lack of controls and improper processes. Guided teams in improving controls and implementing measurements while forging trusting relationships. • Instituted governance of compliance requirements, conducting failure modes and effects analysis to highlight missing controls and measurements and potential issues within processes that violated federal compliance requirements. Inventoried regulations to craft monitoring and KPIs, allowing for more accurate data and less risk.

Bs, Business Administration

Hotel Management