Accepted promotion to the Vice President role, responsible for Customer Service Leaders across the United States, the Philippines, and Mexico, manages a P&L and executive level escalations.

After being promoted to the Senior Director role, served as the executive escalation point of contact, and managed leaders. Streamlined teams during the Covid lockdown, rewrote job descriptions, and spared the jobs of as many employees as possible.

Partnered with Barclays Bank, the Wyndham credit card branding bank, drove new account goals, ongoing spend and revenue share, owning the entire credit card relationship. Educated sales teams on proper protocols related to extending credit.

Managed the credit card relationship between Chase and various companies, from universities to hospitals and entertainment entities. Handled student credit cards, met in person with large clients, and educated clients on fraud and fees.

Ensured correct credit and collection procedures were followed, observed regulatory compliance, and followed rules identical to a banking institution. Conducted audits and discussed findings with department heads.

Responsible for $2.2B annual net sales, 47 million transactions, and $3.9M in net merchant services revenue. Oversaw a portfolio of 35 Middle-Market Merchant Services accounts, including Checkers Restaurant, BayCare Hospital, Ripley's Believe It or Not, Everything but Water, Edwin Watts Golf, and Venus Fashion. Achieved a zero account loss rate during tenure. Employed knowledge interchange processes and payment processing guidelines for fraud, chargeback, dispute, PCI, KYC, and Customer Service policies with Visa, MasterCard, American Express, and Discover.

Consistently ranked in Top 90+ percentile of all company leaders in customer satisfaction and overall performance management across JP Morgan Chase Enterprise. Inspired team to deliver results, while driving high Customer and Employee Satisfaction results in a high volume, demanding Call Center. Adhered to Policy, Procedure and Compliance standards. Fostered relationships with internal and external Marketing Partners to understand goals and identify with each brand in order to set operational culture and shared vision. Accountable for overall performance within multiple operation locations.

Provided account leadership for key financial services accounts, including Blue Cross Blue Shield, Federal Employee Program, The Home Depot, Accenture, Fireman’s Fund and multiple Scholastic accounts. Lead contract renewal strategy efforts; implemented financial structure for renewing unprofitable contracts; while retaining existing business. Collaborative work style with the ability to negotiate, influence others and maintain effective business relationships. Participated in sales activities, responded to RFPs and lead effort on business proposals and implementations. Prepared reporting and analysis and held oversight responsibility for issue resolution.

Lead a team of Remote Field Sales Managers to drive Sales effort for top retail brands. Partnered with Retail Management to increase credit penetration and utilization, while conducting and documenting Regulatory and Compliance audits as related to the in-store instant credit process. Planned, and executed portfolio growth strategies for Circuit City, TJ Maxx, Marshalls, Kane’s Furniture and Pier One stores. Reviewed monthly forecasts, and produced detailed comparisons to actual results. Leveraged financial indicators to formulate field execution plan and strategies.

Collaborated with marketing and product managers to successfully launch new reward and co-brand partner programs. This role required the ability to use good judgment and make critical decisions within aggressive timeframes. As Project Manager, one must possess strong technical skills to identify service delivery failures and develop short and long-term solutions while executing new product and program initiatives to generate additional card acquisitions and sales. Assessed partner contractual and compliance obligations against internal limitations during implementation launch and executed solutions to increase overall effectiveness. Created executive briefs to communicate vital information to senior management and program implementation team. Worked cross functionally to adhere to project plan, communicate to stakeholders and negotiation with Marketing, IT, Performance Improvement and others in order to meet key deliverables to successfully launch new partner program in a timely manner from a remote location.

Responsible for leading a team of Quality Analysts. Supported multiple lines of business; including customer service, retention and in-bound sales. Gathered data to identify trends and inefficiencies in processes to reduce cost of operations and customer experience. Prepared enhancement acommendations for the leadership team for consideration to promote quality servicing to customers. Managed projects from inception to implementation. Developed statistical measuring templates to ensure consistency across all Card Services functions and locations. Led the planning process with department leaders across the organization to impact customer satisfaction survey results. Developed performance scorecard and tracking tool to monitor staff productivity and effectively manage project capacity and deadlines.

Successfully managed a 300 seat Call Center team; both Exempt and Non-exempt in a fun, fast paced, client focused contact center. Clients included brands such as Disney, AARP, Priority Club, Amtrak and Living Social. Coached and develop Managers to perform at their maximum potential. Consistently exceeded Employee Satisfaction, Net Promoter Score, Customer Satisfaction Surveys and Service Level Agreement metrics. Monitored, managed and made recommendations for resource planning to drive the most efficient staffing model. Prepared improvement plans for underperforming Managers through a consultative coaching approach.

Managed a staff of 50 Claims Examiners to ensure contractual compliance with claims processing guidelines. Responded to escalated customer claims correspondence in a timely manner.