Recruited to build a new team focused on analytics for large scale product development for Capital One Card. Core responsibilities include credit, data and program analytics. The team will partner across the Card business customers and the product team to develop and deliver next generation products for internal and external customers.

Selected for a highly competitive internal Executive Credit Analytics development program. Built credit experience in Partnerships Card, Small Business Card and Consumer Bank across Acquisitions, Customer Management, Fraud, Collections and deal valuations (Consumer).

Lead a large horizontal team of 700+ associates providing support for global operations. Responsibilities include leading Operations Strategy, Analytics, Data Analytics, Customer Escalations, Customer Complaints Management, Associate Knowledge Management, Quality, Training, Project Management, Risk Management and Workforce Management. Promoted to Vice President while in the role.

Head of strategy and analytics for Card Operations. Lead team of 50+ associates (business analysts + data analysts) focused on segment and line of business customer experience analytics. Led long term strategy development for Operations. Directly responsible for strategic development program that defined the five year technology, customer and people agenda for Operations. Promoted to Sr. Director while in role.

Lead team focused on operations strategy and analytics. Develop and execute dozens of forecast models (ARIMA, Multivariate Regression, etc) for large contact center operations. Responsible for customer campaign response analysis and impact optimization. Provide analytical and strategic support for financial planning, network design, and major cost reduction programs. Led major cost reduction program. Team identified and executed on initiatives that reduced network complexity by 25% and reduced cost by $30M annually.

Led operations analytics team responsible for forecasting customer contacts, customer campaign response analysis and impact optimization. Utilized range of tools including ARIMA, Multivariate Regression and A/B testing. Team was responsible for operations staffing planning for > 20,000 associates.