Elevate is disrupting the non-prime lending space by providing responsible online credit solutions. Our innovative products provide immediate relief to customers today while helping them build a brighter financial future. We are committed to rewarding borrowers' good financial behavior with features like interest rates that can go down over time, free financial training and free credit monitoring. Elevate's suite of groundbreaking credit products includes RISE, Elastic, Sunny and the Today Card.

• Lead and deliver the contact center strategy for Financial Services division (Home Loans and Auto Finance). Execute Telephony Product Management strategy. Build and manage the product roadmap and product backlog for multiple lines of business. Oversee three Agile development teams, delivering solutions for Telephony platform ACD, Call Recording, Natural Language IVR, SMS, Call Analytics, Workforce Management, APIs and Agent Desktop. Manage and direct the Quality Assurance strategy.Key Highlights:• Defined and designed first and second generation of agent desktop application, which delivers customer journey information to agents, saving 30 seconds of call time and $4MM annual savings, as well as providing systematic controls to manage risk.• Designed and implemented call analytic strategies, resulting in automated processes to more efficiently detect customer complaints, monitor ADA compliance, and identify agent best practices and coaching opportunities.• Created Omni-Channel experience that connects customer journey touchpoints, which increased CSAT and NPS by 30% and increased self-service capabilities by 75%.• Developed a web-based tool which allows call center managers to re-skill agents and open/close queues, enabling faster response to urgent staffing changes and preserving service levels.• Implemented 3rd party IVR testing platform to automate functional and regression testing, reducing test cycle time by 30%.

• Led cross-functional project delivery teams in Auto Finance division. Managed and coached scrum masters, product owners, software engineers, and quality engineers. Gathered requirements, documented user stories, and managed the product backlog. Cultivated relationships to become trusted partner with business leaders.Key Highlights:• Led scrum team to build a Digital document upload platform, enabling customers to securely upload documents containing personal information, which greatly reduced the fulfillment process cycle time. Recognized with Circle of Excellence award (most prestigious award in Capital One).• Led scrum team to design, build and implement the Auto Navigator web application, the flagship consumer-facing auto finance platform at Capital One.

Led cross-functional project development teams in Auto Finance division. Coordinated design, development, implementation and enhancement of critical applications across diverse platforms, utilizing Agile and Waterfall life cycle methodologies. Managed and coached scrum masters, product owners, project managers, engineers, and systems analysts.Key Highlights:• Provided servant-leadership and coaching in support of organizational Agile transformation. Guided the first Scrum team in Capital One. • Led the development and implementation of the second generation of decisioning and pricing models for the Dealer customer business. Recognized with Circle of Excellence Award.• Re-engineered the Refinance customer experience. Completely refreshed the online credit application, streamlining the process to five minutes, and reducing the credit-decisioning process from two days to two minutes. Recognized with Circle of Excellence Award.• Led scrum team to design and develop the foundation of the Auto Navigator product, the flagship consumer-facing auto finance platform.

• Managed numerous complex projects, large and small, with onshore and offshore resources, through all phases of delivery lifecycle.Key Highlights:• Managed the initial project of the Auto Finance multi-million dollar Outsourcing strategy – Architected and implemented the infrastructure, processes, and policies that enabled offshoring of software development to India.• Spearheaded the implementation and integration of eContracting between DealerTrack and Capital One, the first electronic contract fulfillment product in the retail automotive industry. Capital One was one of the first lenders on the platform.