Christopher Bertsch Email & Phone Number

Greater Chicago Area

Responsible for all key business functions at Compass Operating Partners including P&L management, business operations, marketing, and staffing. As the preferred operations specialist for Castle Creek Capital, the Compass team consists of several executive-level, independent contractors who work closely with the leadership teams at financial institutions of all sizes to drive operational improvements and repeatable value creation.

Chicago, Illinois, United States

Greater Chicago Area

Responsible for the delivery of enterprise-wide, omni-channel customer service optimization strategies. The team identified high effort customer journeys and married advanced analytics and real-time decisioning infrastructure to create individualized interactions that delivered annualized 8-figure cost reductions and 9-figure incremental loan volume. * Implemented predictive logic that leverages real time customer interaction and channel behavior to provide optimal IVR menu options, reducing customer irritation and delivering 8-figure Op Ex savings. * Supported several agent system enhancements, leveraging predictive analytics to customize servicing experience, resulting in 7-figure annual savings.* Deployed machine learning algorithms used to prevent customer attrition, avoiding hundreds of millions in lost Card sales volume.* Defined roadmap and began delivery of multiple emerging artificial intelligence technologies, including a natural language understanding IVR and messaging bots, expected to save tens of million in annual expenses.

Business lead for several cross functional teams (Finance, Reporting, Data Warehouse, Credit Bureau Reporting & Customer Service Agent UI) tasked with the first large scale, US implementation of the state-of-the-art Finacle core banking product. Accountable for the full project lifecycle including the creation of thousands of business requirements, execution of multiple test phases and post implementation support. Responsible for the on-time and on-budget delivery of the project by effectively managing consulting partners, vendors, internal business partners and team of 20 subordinates.* Replaced entire Personal Loans analytic infrastructure including the implementation of a new operational data store, a 1000+ element data warehouse, and rebuild of hundreds of financial, regulatory, and risk management models and reports.* Partnered with a technology vendor to implement robot process automation resulting in streamlined test case execution and a 50% reduction in testing timelines.* Designed, tested and implemented the first Metro 2 credit bureau reporting module on the Finacle core banking system. * Redesigned the data infrastructure for Discover Student Loans, including leveraging Hadoop to lower costs and enable real time reporting capabilities.

Led a team of operations and analytic professionals tasked with building an efficient Operations organization. Responsible for the identification and delivery of initiatives focused on improving customer conversion rates, implementing a compliance infrastructure and enhancing customer experience.* Mapped and redesigned key processes leveraging Lean principles, resulting in a year over year conversion increase of more than 25%.* Utilized speech-to-text technology to automate several compliance and operational efficiency listening activities, reducing call listening headcount by ~50%.* Using robot process automation techniques, developed and automated a robust management reporting infrastructure comprised of front line, back office and executive management KPIs, scorecards and reporting.* Built key elements of the organizational risk management infrastructure including creating, staffing and managing the vendor management (200+ vendors) and call monitoring functions (500+ agents); supported successful completion of several "satisfactory" audits by state and CFPB auditors.* Drove implementation of several new products including VA, Jumbo and Employee loans resulting in hundreds of millions in new origination volume.

Managed a team of strategy professionals that delivered several high visibility, high impact projects across multiple divisions of the organization. These projects represented diverse initiatives focused on new business development, mergers and acquisitions, operational strategy and process redesign, talent management, and technology enhancement.

Delivered brand strategies, cost savings, and talent management recommendations while completing rotations in several Discover business units.

Evaluated client credit worthiness by conducting industry research, verifying financial data, analyzing cash flows, credit reports, and tax returns.

Successfully managed the day to day operations of several retail branches, exceeding aggressive sales goals while providing excellent customer service.

Delivered tens of thousands of dollars in cost savings across various departments of the government, by analyzing budgets, identifying waste, and implementing cost saving initiatives.

Mba, Finance, Consulting

Bachelor Or Arts, Finance