Craig D'Angelo Email & Phone Number

Chadds Ford, Pennsylvania

Wilmington, Delaware

• Facilitated the creation and development of Reporting and Analytics department. • Collaborated with team members to identify data structure and delivery issues.• Developed process to apply Business Intelligence to daily data feeds.• Designed all Reporting for Operations utilizing SAS/SQL and advanced Office skills.• Analyze departmental performance and identifying deficiencies and recommendations for improvement.• Scrutinize existing Collections strategies to identify deficiencies and recommend new strategies to improve collections performance.• Research Collections performance, including individual agent performance to identify trends, shifting consumer preferences for contact methods, and high performing agents and methodologies.• Dissect Collections channel performance to identify opportunities for enhanced collections and lower cost-to-collect strategies.• Evaluate inbound customer care traffic to identify trends, emerging topics, and daily performance dips in order to proactively address product / process concerns and ensure adequate staffing and focus on key metrics.• Interpret Payments Channel data, comparing to previous periods to identify shifts in consumer preference, and apply to enhanced collection efforts.

Wilmington, Delaware

• Risk Reporting Portal UAT Lead o Collaborate in design and implementation of Centralized Reporting Portal o Partner in identifying enhancements, ensuring positive user experience, and streamlining recurring tasks for efficiency. o Identify associated defects, work with developers to resolve, monitor developer progress, and re-test as necessary. o Provide firm-wide communication on planned changes, progress, and successful implementation of each release. o Guide User Acceptance Testing for all Lines of Business, ensuring all understand implemented changes, and can comfortably provide sign-off on design and enhanced functionality after proper demonstration.• BCBS Adoption Lead - Card/Auto o Performed all reconciliations, test script creation/completion, report owner presentations, approvals, Program presentations for approval/adoption o Successfully identified defects and developed resolution tracking o Facilitated project management ensuring deadlines were met, expectations achieved, reports delivered accurately and efficiently

Loss Prevention• Developed front-end Systemic Fraud detection process which reduced Fraud losses by 30%.• Built an internal Fraud Department discontinuing the need for third party servicing. • Created a process for systemic review of various portfolios for suspicious financial and non-financial activity. • Determined credit risk based on review of documentation provided during application process to determine credit issuance or non-issuance. Recovery• Directed external Collection agencies and internal Collections staff. • Analyzed performance of mail campaigns, dialer strategies, and collector performance in order to effectively implement new strategies or enhance the most effective and efficient channels. • Created policies and procedures for special consideration accounts in which repayment terms could be adjusted. • Analyzed production reports to make effective use of resources, lower delinquency, and increase dollars collected, while lowering overall cost to collect.Reporting & Analytics / IT Support• Critical in the development of the Credit Risk strategies for Credit Card product• Created and analyzed the daily, weekly, and monthly reports on all consumer lines of business.• Investigated potential partner’s financials, reputation, history, and business models to determine likelihood of financial and reputational risk factors. • Served as a liaison between the Product Managers, Management, and various IT departments to ensure clear communication

2003 to 2007CollectionsResponsible for contacting customers who have failed to make their regularly scheduled monthly payments on various "Private Label" credit card programs. Negotiate repayment terms and educate customers on various options available to ease the burden of debt. Assist customers in rectifying current delinquency and prevent future occurrences through successful arrangements to satisfy the full balance on the account. Consistently one of the top 5 collectors in the organization, recognized repeatedly as the "Employee of the Month".Compiled and reviewed production reports for the Private Client Insurance Group. Performed monthly reconciliations between sales, commissions, and premiums. Reviewed portfolio for additional revenue streams, current trends, and potential production short falls.

Responsible for multiple facets of day to day business operations. I began my career as an entry level Customer Service representative and worked my way up through management positions in the Collections department, including two years as the sole Collections trainer for the bank. I spent the final years as a Sr. Business Analyst & Project Manager where it became my responsibility to monitor the credit card portfolios for performance, compile daily reporting for Sr. Management, select accounts eligible to be written off as bad debt, ensure all accounts were charged off in accordance with bank policy and government regulations, and over-see the monthly charge-off process to ensure completion and accuracy.AccomplishmentsSignificantly reduced delinquency in a high-risk internet loan portfolio.Substantially increased productivity in collectionsEnabled the bank to realize a significant reduction in "cost to collect" dollarsContinuously recognized as one of the top performers among my peers.Built an internal Fraud Department discontinuing the need for third party servicing.Served as a 1 person Reporting Department, responsible for all consumer credit program reporting.Responsible for the automation of the charge-off process saving on the need for manual processingUtilized SAS to automate report compilation and distributionManaged an "Early Out" program of over $25M