*Centralized all Credit support functions for Macy's Credit and Customer Service including expense planning and forecasting, work force management, reporting and data analytics as well as daily call center staffing, service level monitoring and System stability monitoring. *Support functions encompass more than 1,500 FTEs and $85 million in operating expense. *Forecast hiring needs for 3 domestic facilities as well a 2 offshore business partners. *Monthly rolling operating expense forecasts for multiple departments and business functions. *Daily work force management requirements by half hour for multiple businesses, functions as well as both domestic and offshore entities.

*Piloted a Macy's prepaid debit card product that was tested in 6 markets. *Required agreements with market research, 3rd party program provider, Kiosk manufacturer, 3rd party bank, MasterCard as well as building relationships with Divisional Marketing and the Macy's Stores team. *Led the process improvement initiative for Macy's Credit and Customer Services including 4 domestic facilities and all Credit businesses. Identified an annual defect population of 9 million items and reduced defects by 33% or a reduction of 3 million defects.

* Managed operations including: Gift Card Distribution and Inventory, Remittance Processing, Credit Card Embossing and Mailing, Image Processing and Warehousing. Responsibilities include daily operations management, expense planning, hiring, service contracts, material contracts and inventory management. *Managed the first reverse auction for supply procurement for Macys resulting in a 28% reduction in supply costs. *Centralized Gift Card inventory and distribution to 800 stores. Reduced shipping cost by 70% and improved replenishment timeliness by implementing direct from vendor distribution. *Managed relationships with four service bureaus that perform card personalization and mailing services for large card reissues. This included pricing, project schedules, material procurement, shipping, quality control and issue tracking/resolution. Largest single card reissue totaled 16 million accounts.

*Managed daily operations of call center with more the 200 associates. *Improved call center operations by expanding VRU options improving service and reducing agent answered volume by 9%. *Collaborated with Systems team to install call management tool (best service routing), maximizing the utilization of staff at 4 domestic facilities improving staff utilization by 15%. *Enhanced credit customer service web functionality that provided customers with the ability to received on line bill presentment and payment, sales check transaction detail and email inquiry functionality.

*Daily operations management of Remittance Processing, Credit Card Embossing and Mailing, Image Processing and Warehousing. Responsibilities include daily operations management, expense planning, hiring, service contracts, material contracts and inventory management. *Cost justified and installed image capture remittance processing system. Leading edge technology that included character amount recognition and was the third such system installed in the U.S. Reduced operating expense by 25% by outsource providers. *Processed more the 30 million payments annually as well as 8 million credit cards.

*Started the Payment Processing department for Federated Department stores. *Successful proof of concept for one Division of Federated resulted in decision to move forward with centralizing all Credit card payments for Federated.

*Managed staff responsible for cash letter adjustments between 53 and correspondent banks as well as Federal Reserve Bank. *Cost justified and implemented research management tool (Vector IV) that automated the tracking of pending adjustments as well as letter generation to correspondent banks and Federal Reserve. *Automated financial adjustments and reconciliation. *Reduced write offs by 40% and improved turn around time to banking centers by 3 days. *Supported banking centers by supplying copies of customer statements and canceled checks.