Lead a team responsible for counseling borrowers in the successful management of their student loan debt. Accountable for call center, operations support, training and vendor management. Assist nearly a half million borrowers annually, averting over $7 billion in student loan defaults. Increased efficiencies and productivity through automating and streamlining processes, revising performance metrics and incentive plans. Developed and implemented programs for borrowers at a high risk of becoming delinquent, reducing delinquencies 25%. Prior to 12/2010, company was EdFund.

Project manager in Real Estate Services division. Managed project to deploy computers and point-of-sale software to loan agents. Evaluated, selected and tested software for new loan origination system. Developed division-wide service quality initiative.

Led a team of 150 in Retail Banking call center. Implemented procedures, training program and staffing model to support a new call system which re-directed calls from 400 retail branches and increased call center volume 50%. Developed performance standards and award program to increase service levels.

Responsible for customer service, operations and regulatory compliance for ATM and Student Loans. Evaluated ATM vendors, negotiated contract and developed replacement plan for 341 ATMs. Corporate unit leader to cost reduction/re-engineering task force, resulting in cost reductions of $1 million. Expanded student loan originations out of state. Key member of Disaster Recovery team following 1994 Northridge earthquake.