Joel P. Strickland Email and Phone Number

Leads Customer Relations Team in executing e-OSCAR's customer relationship strategy for more than 15,500 B2B customers of all sized ranging from Fortune 500 Financial Institutions to small, local lenders. Key engagement areas:1. Customer Service & Success - leads remote call center staff (two locations) to provide Uncommonly Great (TM) service via phone & click-to-chat channels. Overall success measured through CSAT and FCR results with closed-loop calling on detractors. 2. Communication & Engagement - drives interaction strategy and execution through web, email, on-demand and streaming video channels. Host regular vlog ("60 Seconds with e-OSCAR"). Team executes on annual User's Conference (SIMPLICITY) - 2021 event had more than 1500 registrants attend in excess of 40 concurrent sessions and keynotes.3. Customer Learning & Development - Team is accountable for development, maintenance, and delivery of more than 100 discrete learning experiences through online Learning Management System. Key content dechunked into microlearnings in 2020-21, with each class no longer than 10 minutes. Built library of on-demand video content. Host monthly live, instructor facilitated webinar.4. Ancillary Product Development & Sales - Drives adoption of ancillary services to support ecosystem, including "Insights by e-OSCAR" - a robust business intelligence application and "Services by e-OSCAR" - an API driven integration tool that facilitates asynchronous receipt & response of consumer credit disputes.5. Web Platforms Program Management - Team leads discovery, design and customer input driven platform development and execution. Driving end-to-end platform and infrastructure transformation 2020-present.

Owner and operator of Florida’s newest triathlon and endurance sports club team. Serving multi sport athletes endeavoring to become better athletes, live a more active and healthy lifestyle, and grow endurance sports such as triathlon, cycling, running and swimming throughout the region.

Supported and promoted brand experience for a national endurance sports firm specializing in triathlon event hosting and production. Leveraged social media as well as interpersonal contacts to drive awareness, engagement, and overall customer experience. Participated in tactical race-day hosting efforts at multiple venues. Supported marketing and social media advertising through creation of images, graphics and videos (using Adobe Creative Cloud suite).Actively raced in more than 50 triathlons, running events, and other endurance events whilst promoting brand.

Managed the operations relationship between critical client Costco Warehouse, Inc and Citi credit card contact centers, Citi client management, marketing, risk, and finance teams to ensure contractual obligations and strategic initiatives were met. • Led Operational Readiness initiatives in preparation for largest consumer credit card conversion in company history, where ~11 million credit card accounts transitioned from selling issuer to Citi• Developed contingency plans and staffing resources for worst-case conversion hurdles including lack of credit utility, point-of-sale disruptions, internal technology hurdles, and customer service disruptions• Led cross-functional project team to identify and recommend solutions for customer pain-points within Interactive Voice Response platform to drive up call containment, Net Promoter Scores and First Call Resolution• Implemented executive escalation response unit for specific Costco customer complaints and concerns. Managed complaint handling and resolution process

Chief of Staff for Global Consumer Bank Operations & Technology, supporting global senior executives. • Created common performance scorecards and dashboards for senior global Operations and Technology executives, including developing and establishing global performance standards and targets, ensuring alignment across the organization and change management activities to ensure adoption• Created and implemented globally standard expense exception approval process within Operations, consolidating the review and approval process for unbudgeted and/or exceptional allocations• Tactical ownership and facilitation of key global Operational reviews, events and meetings• One of 40 global executives selected to champion and drive new culture strategy across Global Consumer Bank

Project and program lead for Collections Client Experience and Call Quality. Provided strategic and tactical oversight of entire customer journey through collections and default pre-charge off processing• Led and partnered with global Collections teams to embed client experience fundamentals throughout customer journey. Drove improvement in North America NPS of more than 1000 basis points in 18 months• Implemented NPS lifecycle, including survey administration, closed loop efforts, root cause analysis and local action teams for pain point remediation• Created and implemented call quality strategies focused on client interaction• Implemented survey vendor selection and migration saving $2.0 million annual expense

Chief of Staff within North America Credit Cards Collections Operation.• Provided strategic oversight and operational guidance for collections activities for two retail partnership cards portfolios• Led national Student Loans Collections teams, reducing expenses by 5% and improving collections performance versus plan by 8%

Line manager in Collections call center, leading up to 200 FTE. Responsible for day-to-day leadership, staffing, training, performance and expense management• Led start up customer-rehabilitation collections program across to operations sites that simultaneously resolved delinquency and provided open lines of credit to debtors• Turned around collections performance for large retail partner portfolio• Initiated and led two national process improvement teams leveraging Six Sigma methodology• Awarded Chairman’s Leadership Award; highest corporate recognition for junior and mid-level executives

Profit and loss responsibility for personal auto insurance in six direct-origination states and for the national recreational vehicle (RV) insurance program, marketed exclusively through direct-to-consumer channels• Total responsibility for $160 million book of business (roughly 15% of company revenues), operating at 93% combined operating ratio• Developed best-in-class product offerings for personal property and replacement guarantee coverage• Partnered with Marketing to research, identify and rebrand product aligning central messaging and offering with customers’ core desires in RV’ing• Developed and implemented new pricing methodology for RV product, leveraging variable methodology for myriad loss factors including credit score, loss history and more