Isaac Gomez Email and Phone Number

Sr. Project Manager(Jan. 2017 – Present)Citi – Florida Telecommuter• Prepared “agent assist” AI business case that will help redact and summarize collections after call notes with a potential OpEx benefit of $2.9MM YOY.• Deployed a gamification tool to help improve Collections performance and agent engagement using game mechanics. Expected NCL Opportunity of $3.9MM YOY. • Switched Contact Center Call solutions that ensure legitimate calls get through preventing “spam” / “scam likely” tagging. Expect $0.19MM YOY cost reduction.• Carried the expansion of Collections cloud-based voice contact center platform from a $2.1MM to a $3MM annualized OpEx benefit.• Collaborated in Citi Global Wealth Operations simplification and integration re-engineering to strengthen Citi’s Global Wealth $92MM portfolio. • Managed the technology stack expansion to one of Citi’s private label credit card partner delivering $0.5MM in OpEx expense reduction.• Led the deployment of a cloud-based voice contact center platform that enabled Collections manage non cellphone consented customer interaction effectively reducing OpEx expenses by $7MM+ YOY.• Oversaw the Operation Global Collections dialer platform modernization. Upgrade prevented $0.75MM YOY maintenance expense.

• Managed and enhanced the control monitoring reporting program for NAM collections. The Program prevents $87MM per year punitive expenses for violating regulations.• Deployed 302 reports that monitor 1,177 controls and over 50MM daily transactions delivering operational efficiencies of $48MM in resources. • Established a simplified modern executive project status reporting package for all clients across the US collections.

• Led the transitioned from desktops to Thin-Client for collections operation and consolidation of call centers in the US realizing an annualized cost reduction of $2.23MM in IT support.• Established the US collections offshore Spanish call-center in Latin America obtaining an annualized OpEx reduction of $3MM YOY.• Managed US Collections personal Loans offshore department: Spanish unit in Latin America, and three back-office units in Asia. Improve NCL by $1.8MM through innovating transaction process improvements.

• Relocated all US Collections back-office processes to a low operational cost region in Asia improving yearly operating expenses by $2.79MM.• Implemented a seat utilization strategy in offshore locations to maximize usage of facilities reducing overhead cost of $1.8MM YOY.• Developed strategies to establish healthy BPO vendors competition that led to a 4% BPO contract reduction out of the $20MM enterprise operating costs.

• Led the implementation of a new bankruptcy strategy that increased the accuracy of proactively identifying customers who filed bankruptcy decreasing Net Credit Losses by $2MM annually though timely court filings.• Outsourced the probate recovery unit to domestic vendors realizing an annualized increase in recoveries of $.12MM through timely and accurate estate filings.• Launched three offshoring back-office units in Asia realizing $4.1MM in annualized operating expense savings.

• Performed analysis of the internal financial system reducing 20% of system maintenance cost in 2 years.• Developed user support documentation for any new functionality added to the financial application.• Managed the offshore IT vendor relation to ensure all business requirements were translated into accurate application enhancements.