Gary Wagoner Email & Phone Number

New York, New York, US

General Manager for AT&T CoBrand Portfolio

New York, New York, US

• Product manager for Citi's largest credit card portfolio, with 12MM+ active accounts.
• Primary point of contact for Costco with respect to the development of product strategy for the Costco Consumer and Small Business portfolios.
• Oversee the annual and strategic planning process, including management of $100MM+ annual Marketing budget.
• Manage acquisitions goals, campaigns and offers in partnership with Marketing.
• Product development including research, competitive assessments, positioning, value proposition, benefits, creative framework and card design.

New York, New York, US

• Lead an organization of 120 process engineers and analysts responsible for the identification and resolution of customer pain points across all customer channels (Digital, Phone, Branch). Have embedded the LEAN.
• Implemented a central pain point repository and process across the North America Consumer Bank for identifying, dimensioning, prioritizing and then resolving customer pain points. In 2020, captured over 3,000 pain.
• Industrialized a War Room approach for the customer journeys with the highest friction. This approach was highly successful for the Retail Bank Account Opening process, in which a 50%+ reduction in customer pended.
• Led a Cross Channel strategic initiative that focused on improving upstream customer interactions to avoid the need for customers having to call Citi. This has led to a 1MM call reduction opportunity that is in.
• In 2020, achieved a 15% reduction in customer complaints across all lines of businesses (Cards, Bank, Citi Retail Services, Mortgage) driven by solutions put in place to address customer pain points.

New York, New York, US

• Lead the Global Core Operations group, responsible for driving consistent and well-embedded best practices across customer experience, process and technology. Core Operations is comprised of back office processes such.
• Implemented a strategy focused on end-to-end processes to drive straight through processing for our customers and elimination of Core Operations back office volume. Focused on optimization of volume that remains by.
• Leadership of two global products for Global Consumer Operations: Workflow tools and Robotic Process Automation. Driving implementation of a reference architecture for both products, and a power user model that enables.
• Execution against the Core Operations strategy achieved a $100MM expense reduction globally versus the 2017 baseline.

New York, New York, US

• Lead the Transformation Management Office, responsible for program management and governance of the GCB Operations Strategy to drive Digitization, Automation and Optimization across North America, Mexico and Asia.
• Partnered with GCB Operations Leadership to build the strategy and roadmap for Services 2020, which is primarily focused on radical digitization of the Business and a $700MM save by the year 2020.
• Leadership / governance for a set of sprints across the Business and Operations teams aimed at accelerating digitization efforts that are focused on Customer Onboarding, Authentication, Segmentation and Customer.
• Managed the O&T Transformation program to closure. It achieved the goal of a $600MM operating expense reduction by 2016 versus the 2013 baseline.

New York, New York, US

• Global Program Manager for the Digital workstream within the O&T Transformation Management Office.
• Responsible for coordination of workstream related projects and deployments across seven regions / lines of businesses globally.
• Implemented a gain share deal with our strategic partner TCS for delivery of a large subset of the digital workstream projects (a ~$60MM investment for TCS). This deal is the first of its kind in the financial industry.
• Chair for the gain share governance committee, ensuring proper oversight of execution, risks, issues and financials and also a disciplined change control process.
• Implemented a measurement process (enhancement to the BAU process that was in place) to ensure that benefits are discretely tracked and measured at the project level
• The Digital workstream achieved $200MM in 2015 incremental operating expense saves versus the 2013 baseline plan.

New York, New York, US

• Responsible for leadership and oversight of strategic initiatives for the Global Operations and Technology Organization, ensuring alignment to the broader Corporate and GCB strategies
• Responsible for management of the Efficiency Ratio Initiative aimed at improving the overall efficiency ratio (expense divided by revenue) of the Global Consumer business by 1000 basis points
• Managed the Consumer O&T scorecard process, including coordination with key stakeholders throughout the organization and support of the Corporate scorecard process
• Coordination and execution of Monthly Operating Review processes for Consumer O&T and executive level reporting to the GCB CEO and Citi’s Head of O&T
• Led the effort to bring the Global Operations team to a single Program and Project Management standard and procedure
• Completed the rollout and training of the O&T Culture Initiative at the Jacksonville location

New York, New York, US

• Manage Internet and Acquisitions testing teams comprised of 12 employees and 52 contractors located in Jacksonville, Cincinnati and India
• Responsible for performance reviews, performance improvements plans (where necessary) and providing career development coaching
• Created an automated testing team that has developed a library of nearly 1,000 Mercury Quick Test Professional automated scripts that are executed on a routine basis. The automated suite delivered $500,000 in savings.
• Lead cross functional process improvement initiatives such as the implementation of the Testing Post Mortem process
• Accountable for testing efforts of the Web Vision program. Program involved an Internet platform conversion to new strategic architecture. Included more than 50K testing hours and partnering with Development and.
• In the final 12 months of the role was also accountable for testing efforts of a program that integrated single and multi-product users to a common Internet and Mobile experience across the Cards and Retail Bank.

New York, New York, US

• 5/2006 – 5/2007 Senior Testing Analyst
• Team leader for a team of approximately 25 testers
• Responsible for release planning and project resource assignments across overlapping major and minor releases
• Provided input into performance reviews and performance improvements plans
• Led the creation of a new resource usage estimate model
• Implemented a daily health check process, involving the execution of a subset of Rational Functional Tester automated scripts each morning to ensure environment and application availability for testing

Master Of Business Administration (Mba)

Bachelor Of Science (B.S.), Computer Information Systems / Minor In Business