I spearheaded both product and engineering delivery for a cutting-edge Data Assistant application, alongside other Generative AI applications. My journey saw a blend of strategic oversight and hands-on leadership, ensuring seamless coordination across multiple teams, and driving our projects from conceptualization to fruition.Key Accomplishments:* Pioneered the development and launch of our Data Assistant application which significantly enhanced data accessibility and analytical capabilities across the organization.* Steered the cross-functional teams through the entire product development lifecycle, instilling a culture of innovation, agility, and customer-centricity.* Established a robust roadmap and vision for our Generative AI initiatives, cultivating a portfolio of applications that propel operational efficiencies and decision-making insights.* Nurtured a high-caliber engineering culture, focused on continuous learning, collaboration, and technical excellence, laying a strong foundation for sustained innovation.* Engaged with key stakeholders, aligning our technological strategies with business objectives, and ensuring a harmonized approach towards achieving remarkable milestones in our AI endeavors.* Fostered partnerships with external AI/ML communities and academia, staying ahead of the technological curve and infusing fresh perspectives into our AI strategy.

• Responsible for understanding emerging and evolving end user usage models and requirements in Big Data and Analytics.• Documenting usage models and business, technical and user requirements and designing a solutions architecture to meet those requirements and specifying an implementation HW and SW solution stack. • Documenting the solution architectures and solution requirements and, when needed, defining end user proofs of concept to test the architectures, usage models and corresponding technologies in testbed or real end user environments. • Working with end users and ecosystem partners to deploy solutions in early adopter production environments.• Utilize Unix scripting, SAS programming, and multiple SQL languages (Teradata, Oracle, DB2) to develop solutions as needed.• Operate as a scrum team member and scrum master on an ad hoc basis.

• Led an originations team that increased revenue growth of over 100 percent year-over-year.• Drafted a long-term strategy to improve customer retention and loyalty and utilized short-term tactical methods in process improvement to reduce waste, improve customer experience, and empower team members to provide the highest level of customer service.• Fostered a customer-centric environment and developed a culture of customer advocates focused on providing first call resolution and extraordinary service.• Increased per agent efficiency by 90 percent through process improvement, automation, and vendor management.• Developed an in-house contact center of over 125 agents and support staff and transitioned services from outsourced vendors to improve customer service and reduce expenses by more than $1.5 million in the first year.• Spearheaded vendor identification, negotiation, and implementation of a fully inclusive, contact center telephony solution.• Developed reporting for tracking operational reporting using SQL, Excel, Pentaho, and Domo.• Increased collections rates by over 250 percent year-over-year through increased right party contact rates with a newly installed collection treatment and communication plan, including a scoring model and redesigned campaign strategies.

• Established an automated courtesy call solution which saved over $250,000 annually by decreasing employee work time by more than 12.5 percent.• Implemented a near shore call center solution to consolidate all collection activities.• Directed and controlled the establishment of electronic payment methods for call center operations.• Spearheaded the employment of credit insurance products and a producer owned reinsurance company.• Developed a corporate strategy that aligned goals, an objective appraisal of internal resources, and a profound understanding of the competitive environment and instituted an accountable, ambitious plan for effective implementation.

• Successfully planned and executed a $12 million annual operating budget.• Identified needs, vetted vendors, and implemented projects that saved clients more than $1.5 million annually.• Spearheaded a database rebuild and implemented a data warehouse program to move client from localized analytics to a proactive stance on using data to drive business decisions.• Applied regression analysis to create models that improved underwriting for originations, prioritization for collection attempts and methods, and reduced costs by focusing operational activities.• Implemented a new telephony product which increased outbound attempts by 600 percent.• Directed and controlled domestic and international call center operations for over 120 agents and leadership staff.• Developed strategies and executed plans to improve portfolio profitability by 37 percent per unit.• Acquired a data integration system at no cost and created reporting capabilities which improved data visibility and reduced manual report creation and analysis time for upper management by more than 20 hours per week.

• Developed and unified data models across multiple transactional databases to prepare data sources for Report Builder 3.0 which reduced report design and deployment time by 75 percent for the Business Intelligence team.• Utilized SQL Server Analysis Services to create OLAP cubes to reduce server load and shorten report response times for executives.• Effectively facilitated and communicated with internal customers, external clients, project teams and stakeholders. • Implementing and improving scrum and agile processes. • Outstanding project planning, execution, monitoring and resource balancing skills with ability to support multiple simultaneous projects in a matrix organizational structure. • Experienced in coordinating, negotiating and motivating outside vendors and off-shore resources in support of timely IT project deliverables. • Coordinated user acceptance testing of software development deliverables and IT infrastructure through to successful attainment of production turnover approvals from business units.

• Architected queries, stored procedures, and parameter-driven reports to automate business functions.• Established standards, developed goals, outlined policies, procedures, training, and personnel documentation management. • Responsible for managing the Premium Audit and PayGo departments as well as Operations Project Manager for implementing a new enterprise accounting system. • Effectively recruited, interviewing, retained, and managed 20+ personnel. • Introduced business process analysis and lean process improvement methodologies to define, analyze, and streamline workflows; this process improvement involved time studies, workflow analysis, the development of business analytics, and project management. • Managed vendor relationships, oversaw outsourced business processes, and negotiated with vendors in procuring a new inventory management system which decreased annual department costs by $500,000 in the first year with projections of $750,000 cost savings in the second year and $1.25 million in the third year.

• Established standards, developed goals, outlined policies, procedures, training, and personnel documentation management. • In command of program management, overseeing all facets of the policy lifecycle, including personnel management, processing and customer service functions, marketing, technology development, reporting and project management. • Implemented an online customer portal, a file transfer process and proprietary file format, recurring ACH debits and multiple automated processes. • Doubled existing portfolio within eight months and spearheaded a PEO program that increased the portfolio an additional 300 percent. • Re-architected the proprietary system to improve stability and promote simplicity in user experience and operational processes.

• Assisted the Business Intelligence team with the creation of data models and the implementation of Report Builder 2.0• Served as 1 of 2 certified Power Users of Report Builder and assisted other users and departments with training, coaching, and support.• Developed outlined requirements for report requests and QA’d report results.• Increased efficiencies over 150% through team and process development.• Developed Project Management methods and practices based on PMBOK guidelines• Represented department needs and opinions in industry group discussions and internal development meetings.• Transformed processes to be more customer-friendly, contributing to increase in overall customer satisfaction rate to 98%.• Organized information systems and personnel files to eliminate redundancy, decrease server space, and reduce the amount of time required for maintenance.• Member of the Information Architecture Team who planned and orchestrated implementation of Microsoft Office Sharepoint Server 2007.

• Outlined procedures and created standards of 98% quantity and a daily requirement of 128 tasks for processing of manual tasks.• Introduced task assignment system to increase productivity and accountability.• Created $25 gift card incentive program to meet department goals by awarding outstanding performance.

• Diffused and resolved escalated calls, researched account problems, and responded to the needs of our customers.• Collaborated with Customer Care leadership team and Financial Aid Administrators to assist with creation and launch of a cutting-edge program for Drexel University.• Spearheaded the design and construction of a database and intranet resource site to improve efficiency and speed of response for the Specialty Group.• Assisted with the implementation of new $1.4 Million company-wide phone system from Cisco System.

• Established new customer business by developing relationships and reaching out to potential customers.• Supervised ATM and Vault transactions within regulations.• Maintained highest sale totals in the financial center for six months.

• Worked with mentor at NASA Langley Research Center to gather information and create a 3-D virtual tour of the International Space Station for public access via the web.• Shadowed mentor for meetings and discussions.• Facilitated with mentor to critically analyze and problem-solve on current issues.