Directs multi-site teams in the daily operations of multiple business functions including Risk, Decision Science, and Accounts Payable for a rapid growth start-up HR automation platform processing payroll for over 100K employees across over 4K client companies. Forecast and monitor business performance by leveraging strategic insights and analytics, develops and implements strategic business plans, and utilize data driven decision making to identify solutions to complex business needs and objectives. Prepare and present regular business reviews with CFO and Board of Directors, oversee all money movement product service activities including ACH transaction management and G/L product support, and execute risk policy and process. Reconcile Payroll and Payroll taxes, prepare models to predict payroll liabilities, and leverage predictive analytics and reporting to drive organizational efficiency.HIGHLIGHTS:★ Create and manage all fraud support reporting for HCM services.★ Develop and create all staffing systems and align strategy with business needs to optimize business performance.★ Hired, trained, and developed staff for future leadership roles and successfully collaborate with cross-functional teams on the implementation of educational and project management initiatives.

Directed team of 17 direct and indirect reports across multiple domestic and international locations for Global Operations unit, a fast-paced customer service contact center supporting merchants and buyers. Led initiatives to drive use of BI reports in support of company objectives, developed insights for global business operations, coordinated with cross functional teams, and served as subject matter expert for short and long-term data analytics projects. Developed complex data models, fulfilled all data requests for various performance metrics including customer service, calls per Associate, and handle time, and developed insights to track and improve Net Promoter Score (NPS). HIGHLIGHTS:★ Managed 35 projects annually, successfully managing concurrent projects and competing priorities while meeting all budgets and timelines.★ Grew BI report usage by 100% year-over-year, increasing report run by 20K per week while maintaining the same headcount by providing single source reporting and implementing self-service model.★ Implemented processes to streamline efficiency, increasing meeting timeline efficiency to 90% and internal partner efficiencies by up to 60%.★ Selected by senior leadership to participate in weeklong leadership training bootcamp.

Managed call center and customer service operations across multiple sites, leading team of staff in the execution of corporate objectives. Hired, trained, and developed staff, developed and implemented training and improvement strategies to optimize performance, increase operational efficiency, and cut costs while maintain customer satisfaction. Collaborated with cross-functional teams including multiple technology groups to communicate and remediate system outages and downtime events, and managed predictive dialer and campaigns.HIGHLIGHTS:★ Participated in daily/weekly leadership meetings, presented performance metrics to senior leadership, and conducted comprehensive analyses to support continuous improvement initiatives.★ Served as workforce liaison supporting operational leadership in managing competing priorities including special events, disaster recover, and business changes.

Oversaw team of 20 direct and indirect reports responsible for the design and development of end-to-end reporting solution and data warehouse platform for Servicing, Default, and Corporate Business Intelligence units of the Home Lending division. Developed comprehensive reporting for 3 heritage portfolios, standardized KPIs, and streamlined reporting process by leveraging training to ensure deeper understanding of the mortgage industry.HIGHLIGHTS:★ Led the development of small data mart to improve Team productivity and efficiency by allowing them to quickly source accurate information.★ Improved change control process and created better transparency of department procedures resulting in significant reduction in auditing issues.★ Created comprehensive reporting and analytics suite comprised of 3 Oracle schemas and 300+ tables.

Led capacity planning, controls, analysis, and customer experience insights across multiple portfolios within Card Services Collections divisions. Hired, trained, and developed team of 10 Analysts responsible for evaluating and improving the calling and collection strategies for one of the largest card issuers in North America. Utilized various analytical methodologies to improve calling strategies and provide key weekly performance data to monitor and report business results, managed multiple predictive dialers, and managed suite of daily control reporting to monitor compliance with all regulatory requirements and policy guidelines. HIGHLIGHTS:★ Cultivated strong relationships with Operations, Strategy, Technology, Corporate Audit, and Finance departments in support of operational goals.★ Launched innovative mystery shopper program to allow direct evaluation of the customer experience within the collections environment, providing significant insights and allowing for improvement to processes and policies related to the handling of past due accounts.

Performed complex analyses and models to optimize collections strategies and refine operating procedures for to improve late stage collections. Collaborated with cross-functional teams and senior leadership on high priority initiatives, implemented and managed projects, and oversaw risk segmentation, campaign management, and performance reporting for all collection initiatives. Managed team of Junior Analysts and led cross-functional personnel in support of company objectives. Highlights:★ Spearheaded development and implementation of all dialer strategies to reduce losses and improve liquidation for all stages of delinquency.★ Worked with large data sets and designed test and control environments to enable data driven decision making.★ Designed and implemented comprehensive strategies to improve reporting including the addition of Workforce Management personnel and Forecasters to work as part of Strategy Team that facilitated forecasting of dialable volume, daily/weekly/monthly headcount reporting, and KPI reporting for in-house Collections and Customer Service teams.

Led strategy and support of predictive dialing platform for a commercial lending and leasing business. Served as internal consultant to Collections department, working tactically and strategically with senior leadership to ensure solutions meet business needs. Led team of 19 in the support of over 300 agents for the North American commercial collections group. Aligned strategy with operational objectives to maximize agent productivity and revenue generation, created call tables, and prepared reports for senior leadership. HIGHLIGHTS:★ Administered Target Vision call center view including creation of messages, statistics, and announcements.★ Implemented continuous improvement strategies to optimize operational efficiency, maximize profits, and improve productivity. ★ Served as Administrator of call recording application, coordinated creation of new user IDs, and performed back-up procedures.

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