Lead Virginia Credit Union's data science, business intelligence, data warehousing, and data governance strategies for the entire enterprise. All accolades truly go to the awesome team in my department.• Implemented a predictive model related to product recommendations, resulting in a lift of $45MM in loans and $50MM in deposits as of a 9 month test read• Performed Funnel analysis and Association Rule Mining analysis to identify enhancements to our digital onboarding process, which led to a 15%+ improvement in digital onboarding completions• Improved Collections Outbound and Inbound performance by rolling out a Collections Propensity to Pay Outbound Call Model yielding efficiencies valued at $350K 5 year NPV; rolled out Collections Inbound staffing model decreasing the inbound abandon rate by 400 basis points year over year • Oversaw the build of an historical SQL Server data warehouse covering members, products, operations, channels, etc, for all areas of Virginia Credit Union• Steered the roll out of a Tableau BI dashboard suite centralizing information for the entire enterprise to meet the needs of high level executives as well as daily users of detailed data • Improved efficiency and prioritization of Enterprise Data Analytics department by converting project delivery to Agile Kanban and setting up Steering Committees to vet analytic/reporting/warehousing strategies

Consulted and influenced operations business executives across default asset classes (Auto, Credit Card, Demand Deposit Accounts, and Home Equity) regarding efficiency and effectiveness improvements• Performed workforce analytics to capture $1.5 million in resource efficiencies comprised of $900 thousand in annual savings and $600 thousand in reallocations in Auto, Card, and Home Equity• Produced 2018 headcount budget forecast for all Consumer Default areas, encompassing the allocation of ~$30 million in people resources• Leveraged regression modelling, time series forecasting, machine learning decision trees, linear programming, and business analytics to optimize staff size, scheduling, dialer strategy, voicemail strategy, hours of operation, and agent performance

Led team of 100+ data analyst, data governance, and business intelligence associates to solve business problems in Servicing, Fraud, Collections and Recoveries credit card operations via data analytics, business intelligence tools, and technical solutions• Managed budget of $12.5 million while directing teams across the United States and India; established highly effective staffing, recruiting, and training/development programs• Drove $4 million in efficiency savings over the past year via process improvements and data infrastructure automation initiatives• Led the creation of a platform that automated over 500 routine data processes across all card operations business areas, yielding $1 million in savings and leveraging Amazon Web Services• Represented Capital One as expert data witness for SEC during Federal Insider Trading case, leading to a positive outcome for Capital One and SEC• Improved prioritization of entire department by converting project delivery method to Agile and Kanban• Directed learning agenda for new technologies such as Python and Hadoop, achieving 95%+ of staff trained on new technologies; subsequently drove multiple Python and Hadoop initiatives• Revamped the interaction model with our India Ops team to drive their morale score up from ~50 to ~80 • Planned and hosted Data Community All Hands Leadership conference for 100 Director to Sr. Vice President attendees from across the company

Led team of 50 data analysts within Collections and Recoveries credit card operations• Partnered with Tech to drive operations data warehouse integration of 27MM purchased HSBC credit card accounts with Capital One’s 45MM credit card accounts; subsequently supported multiple portfolio conversion data consolidations to save on platform support costs• Led hiring and cost strategy to ensure department hit $20MM annual budget • Acted as product owner for loan data platform decommission to save $700K in annual expenses• Drove Business Objects initiative to create a full suite of call center associate, vendor performance, and incentive reporting, supporting 2000+ associates across 9 sites in the U.S.• Acted as product owner for development of a Collections application for operations associates to manage compliance with regulations and policies• Established quality standards and practices which rolled out across all Card Operations DA areas

Led team of 30 data analysts within Collections credit card operations• Played key role leading Collections business through recession with quick to market customer solutions• Led planning, designing, and user acceptance testing for Collections analytic data during conversion of Capital One’s entire core billing system• Acted as business product owner for a Tech Oracle Decommissioning effort, yielding $6MM+ in cost savings due to server, license, and support reductions• Partnered with Tech to develop a Collections presentation layer data model, resulting in 30% faster data processing time, more efficient data accessibility, and improved quality

Managed 8 data analysts supporting Upmarket, Subprime, and Small Business credit card operations, and additionally managed a small team of Retention and Telemarketing data analysts within credit card operations• Built and managed process for Collections Small Business Administrative Loans• Built and managed MBR dashboards for Partnership and Small Business LOB performance• Led creation of Retention and Telemarketing incentive back end and front end application

Managed inbound and outbound Customer Service and Telemarketing credit card call agents• Rolled out rapid cycle tests for credit card products• Determined, calculated and produced incentive process for associates• Achieved top sales numbers across Customer Service queues

Acted as supervisor for Retention call center comprised of ~300 associates• Managed associates' incentives and reporting process• Took escalated customer calls

• Top performer handling calls for credit card customers wishing to close accounts• Took on special projects provided by management due to competence displayed as phone associate