• Designed and directing the execution of a multi-year product strategy, with a key focus on business transformation, automation for productivity savings, and the creation of scalable, multi-threaded strategies to engage customers throughout their relationship lifecycle• Automated syncing of Gong call summaries, next steps, and action items into Salesforce to streamline sales follow-up processes. Redirecting 21,840 productivity hours annually for 84 Account Executives, resulting in $1.27M in operational cost savings.• Direct a team of UiPath, Alteryx, Salesforce developers, and Data Engineers, sustaining over 20 automations, supporting Finance, Accounting, Sales, and Marketing, contributing to over 9,000 productivity hours saved, $3M in pipeline generation, and nearly $1M in revenue• Foster a safe and collaborative team culture that champions individuality and personal growth, cultivating a culture of inclusivity and continuous development• Lead an internal user experience initiative, conducting 200+ hours of user interviews, developing impact assessments, and SWOT analysis to drive 40+ efficiency and business process improvements. • Spearheaded initiative synchronizing customer call outcomes and next steps with CRM, saving 22,000 annual productivity hours and enabling consistent call compliance • Developed and implemented Slack-based analytic solutions for Sales Reps, delivering real-time customer usage data and saving over 500 hours of productivity annually

• Create, manage, and execute the Product Roadmap for the Enterprise, Customer Relationship Management (CRM) • Collaborate with Executive Management, Senior Leadership, Technology Architects, Development teams, and Product Design on the strategy, migration planning, and user experience• Independently leverage Digital or Technology research, business and market intelligence, and data-driven insights to identify opportunities, propose solutions, create and maintain roadmaps, and improve performance• Optimize and improve existing products and experiences across delivery channels and platforms to drive Key Performance Indicators (KPIs), Key Risk Indicators (KRIs), and Objectives and Key Results (OKRs) • Contribute to the multi-year Chief Technology Office organization strategy and vision, prioritizing innovation investments to align with cross-division modernization roadmaps• Primary Lead with each Line of Business to align product adoption, migration timelines, pilot user beta testing, and validation of critical platform feature readiness

• Areas of responsibility include emerging technologies, customer experience solution design, technical partner integrations, team development, mentoring emerging leaders • Design and implement (web) same-session, same-page personalized customer experiences on GM websites, employing site tagging, machine learning, and vendor orchestration to sustain end-to-end data speeds of 650 milliseconds • Design and implement cloud-based data transformation processes of hourly digital marketing log data to improve Consumer Action-to-Analyst data availability, reducing process latency from 28 days to 20 minutes• Redesign and manage hourly marketing cloud data treatment, representing more than several terabytes per month, by improving file per hour processing from 5+ hours/file to 3 minutes while also increasing data handling volume by an additional 50% per hour• Improve COE services by onboarding additional data sources, migrating integrations from batch processing to streaming, enabling cross-Partner customer-centric, digital marketing strategies that include behavioral modeling, audience refinement, and customer personalization• Develop MarTech product and services roadmaps centered on emerging software, technology, and industry trends, to transform GM's digital customer experiences, championing innovation from Proof of Concept to General Availability to provide continuous advancements in Cloud Engineering, Marketing, and Advertising capabilities • Manage Partner relationships, multi-year product enhancement roadmaps, annual budgets, business benefit reconciliation, resource prioritization, and continuous development of team service offerings• Create and manage Project Charters and multi-year Portfolio Planning, including a Cost-Benefit Analysis, Resource Assessments, and Portfolio Prioritization, evaluated at $40M in incremental annual cost-savings

• Developed a competitive market research analysis process evaluating competitor site design, site visual content, site copy style, site experience, social media engagement, and ad copy• Community Manager for client websites, including audience nurturing, influencer development, site engagement, and media monitoring • Created brand reputation and voice of the customer analytic strategies, utilizing media monitoring software spanning print, digital, social media, and video channels • Designed and implemented an end-to-end marketing workflow that aligned strategic initiatives with annual brand objectives, cost, creative assets, and campaign performance results• Developed an extensive research process for new account acquisition that included an intelligence briefing of the prospective clients’ existing persona, the landscape in the vertical, and identifying strategic opportunities • Developed A/B testing scenarios for digital marketing strategies, exploring medium, demographic, and channel conditions, analyze results and provide insights to clients and stakeholders to optimize • Created, deployed, and administered 40+ client data visualization dashboards, catering content to reflect the KPI’s defined by each product owner• Managed team planning, velocity, and delivery leveraging Agile, Scrum, and Software Development Lifecycle Management (SDLC) best-practices

• Lead a cross-functional team of digital strategists to create transaction process flows, collect objective evidence of inefficiencies, and quantitatively substantiate areas where defects impact the customer experience• Program lead for website rebrand and mobile application launch, working with primary stakeholders to incorporate and refine the customer experience within the new design• Created and engaged with user-level testing processes to fully validate the new, residential customer-facing website redesign and mobile application in advance of the product release • Created a cross-channel continuous improvement process focused on Voice of the Customer inputs to implement customer-driven enhancements • Created weekly channel and transaction-level dashboard and scorecard reporting to monitor customer satisfaction, completion rates, call deflection, and transaction effectiveness• Drive release planning and backlog prioritization to reflect the quantified data gained from Voice of the Customer feedback by using customer surveys and verbatim analysis

• Guided the team and organization on how to use Agile/Scrum practices and values to delight customers • Assessed the Scrum Maturity of the team and coached the team to reach higher levels of maturity, at a pace that was sustainable and comfortable for the team and organization • Created a trusting and safe environment where problems could be raised without fear of blame, retribution, or being judged, with an emphasis on problem solving• Facilitated discussions and conflict resolution in order to improve team productivity while promoting continuous improvement• Facilitated daily stand-up meetings, reviews, retrospectives, sprint and release planning, demos, and other Scrum-related meetings• Worked closely with assigned product owners in defining the vision and ensuring that the team is on the right track• Primary IT Delivery Manager focused on business requirements, backlog integration, user story refinement, test plan creation, feature release management, and regression testing

• Determine Contact Center operational strategies by conducting need assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews• Primary business and technology leader for all Federal, State and Local compliance inquiries and operational best practices associated with Fair Debt Collection Privacy Act (FDCPA), Consumer Financial Protection Bureau (CFPB), Health Insurance Portability and Accountability Act (HIPAA)• Develop Contact Center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations• Establish an effective communication process with senior leadership to ensure a timely understanding of operational needs, challenges, recommendations, and successes• Analyze Contact Center staffing, metrics, and performance to ensure proper staffing and scheduling commensurate with service level goals daily, weekly, and monthly• Maintain documentation and workflow for IVR routing, telephony routing, and agent skill providing efficiency changes as identified. Research, recommend, and assist with the implementation of Contact Center technology• Recognize/interpret trends and analyze intraday call forecasts and communicate to the management team to provide commentary to assist supervisors and managers in meeting daily/weekly goals.• Subject matter expert for the Contact Center on project development, project deployment, process improvement, consumer contact strategies, and telecommunication platforms• Create and maintain a capacity model for the Contact Center Department that is used to identify optimal staffing levels based on portfolio volumes and lifetime portfolio cost

• Created and implemented operational dashboard, providing visibility into key product segments of daily operations, leading to efficiency gains of $550,000 in additional monthly revenue• Implemented intraday reporting for site leadership to monitor inbound call volumes and strategy completion rates which contributed to exceeding daily productivity goals• Developed a randomization process for account segmentation in a non-integrated dialing environment, allowing inventory assignment to change bi-weekly between Contact Centers for enhanced portfolio penetration• Support Business Intelligence Dial Data initiative to create an enterprise solution for dial data reference and establish uniformity and accuracy in dial related modeling

• Created daily reporting metrics to measure Collector performance, inbound call volume by hour for staffing models, campaign reporting used to discern hourly connect rates as well as portfolio penetration and performance• Develop, test, and implement daily business reporting to be used by the business and enable dialer data to be absorbed into larger data-infrastructure• Sustain and improve Contact Center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs• Manage and maintain a 13-month uptime average of 99.745% on two blended dialers, supporting 4220 channels; including 2161 outbound dialing channels, 207 inbound channels, and 660 VoIP SIP channels, enabling over 132 million outbound dials and 2.5 million inbound calls through 2009.• Create a Non-Talk report to identify Account Representative loss of efficiency while in a Predictive or Progressive state, identifying behavioral opportunities to correct, in an effort to increase Contact Center standardized metrics.• Manage and maintain a 13-month uptime average of 99.899% on four outbound IVRs, supporting 721 outbound IVR channels, enabling over 190 million outbound dials through 2009.• Implemented and deployed Hosted Inbound IVR solution that will provide a forecasted 20% uplift in Collections, 23% uplift to daily Collector Talk Time yielding an additional 47,700 right party connections annually and the automation of 9,240 annual Legal Letters.• Manage the development, implementation, and training of an End-User Dialer Software tool used to facilitate outbound and inbound dialing in a non-integrated Collection environment.• Manage 3 person dialer and IVR support staff as well as develop and implement a structured 16 hour, 7 days per week support model for 1,200 domestic and international dialer users.

•Creation and implementation of daily Infrastructure Dashboard used to track and effectively manage key system hardware uptime, outbound dialing telephone expense and Collector performance used on the organization intranet page. •Responsible for the daily creation of over 100 dialing campaigns per day for 8 Contact Centers maintaining 99.73% deliverability.•Active participation in client selection, campaign creation and campaign management, resulting in a reduction of quarterly impairments by $6 million for the 7 consecutive quarters involved.•Maintain over 1,000 Collector profiles, enabling two blended inbound and outbound dialing environments via ANI and DNIS routing.•Maintain over 150 Toll Free numbers with redundant routing within each dialer to route secondary hold queues to multiple Offices resulting in a reduction of abandonment rate to less than 1% daily.•Create daily reporting metrics to measure Collector performance, inbound call volume by hour for staffing models, campaign reporting used to discern hourly connect rates as well as portfolio penetration.•Manage ASP campaign lifecycle including inventory selection, database query, campaign upload, manage campaign progress, import completed campaign results to host database, provide summary and detail reporting results.

• 102% annual collection goal• 600% annual litigation goal • Communicate with customers via outbound/inbound phone calls and other means of communication to secure the balance of debt by negotiating payment terms and methods.• Utilize various means of skip tracing to locate customers.• Record and update full and complete account information to aid in account resolution.