As the Chief Operating Officer (COO) at Spring Labs, I lead executive operations, steering the Operational, Product, and Sales areas within our 50-person startup. Joining the team in its early pre-revenue and pre-product phases, I have played a key role in achieving product-market fit in two business segments, which is a basis of our current revenue growth. These business segments include:• LiveSight: Offering a comprehensive suite of AI and LLM products to enable consumer, mortgage, and small business lenders to enhance compliance, particularly in complaints management. Our AI-led consumer workflow tool has increased call center deflection rates by nearly 3X by understanding borrower intent. Agent assist tools make operational agents up to 30% more efficient, saving significant costs.• TrueZero: Our patented tokenization technology provides unprecedented protection for data, transforming the way sensitive information is utilized, stored, and exchanged among consumer, mortgage, and small business lenders.

Led all operational areas including Marketing, Sales, Operations, Technology, Product, and Credit Risk functions in a private ~300-person fintech organization. Managed the operating P&L, which at peak was ~$400M in originations. Renew Financial operates in California and Florida..Select accomplishments include:• Rebuilt the business leadership team; recruited and integrated new heads of sales, operations, and credit administration, while mentoring and developing existing leaders in other functions• Substantially enhanced the operating environment: created operational metrics, dashboards, and SLAs, installed cross-functional pods, and introduced lean design principles. Drove the instant decision rate from below 20% to 70%, and reduced cycle time by 50% in California and 33% in Florida in six months.• Created a scalable operational infrastructure – a few examples include: automated manual processes (e.g., implementation of Salesforce to drive workflow), installed improved controls and a robust QA framework, and established a credit delegation process.• Migrated the platform from in-house developed technologies to industry-leading third-party solutions, enabling a 40% reduction in FTE. Additionally, it provided a far more flexible solution which significantly improved time to market and user experience.• Successfully navigated the team through implementation of regulation throughout 2018, including ability to pay income underwriting

Held responsibility for P&L Management for Mortgage and Home Equity Lending, including: Product & Pricing Management, Strategy, and Innovation. Was also executive responsible for the bank’s consumer lending “fintech” partnership strategy.Select accomplishments include:• Recruited and led a team across three sites focused on: pricing, product management, direct to consumer channel, and digital strategy.• Stood up a digitally enabled, direct-to-consumer business for Consumer & Residential Lending, which represented 13% of total division applications in its third month of existence. • Developed and implemented product management infrastructure, including dashboards, key performance indicators, business reviews, product P&Ls, and a market-back new product development approach; new products comprised ~8% of total production after one year• Improved pricing infrastructure, including: broadened competitive benchmarking, enhanced risk-based pricing, and installed a price elasticity capability.• Introduced and launched a “Fintech” point-of-sale platform to Home Loans to materially improve customer experience, and worked with a consumer lending “fintech” to establish a new unsecured lending business model.

Led Servicing & Default Operations and the associated ~$200M P&L for Home Loans. Portfolio consists of ~200K customers and $40B in outstandings, managed by a department of ~600 FTE. Functions include: customer service, digital product management, loan administration, loss mitigation, recoveries, and the associated analytic and strategy-setting functions. Select accomplishments include:• Led an overhaul of servicing & loss mitigation consumer-facing digital assets (web and mobile). Received 4.7 stars (initial feedback) at IPhone App Store.• Revamped customer service delivery. Improved to #3 in the 2015 JD Power Mortgage Servicer rankings from #15 in 2014.• Implemented broader automation and Sigma Lean Quality practices to streamline processes for efficiency and enhanced regulatory compliance. Reduced the cost base by almost 20% in one year with a consistent serviced portfolio size.• Drove a 9 point increase in associate engagement scores in 2015 while significantly revamping the organization.

Led the P&L for Direct Mortgage (target originations of $5B) and Home Equity (target originations of ~$1B). Functions included Marketing, Analysis, Pricing, Credit Risk, and Strategy, as well as oversight for Underwriting for the Direct Mortgage and Home Equity businessesHeld responsibility for setting the overall business strategy for each channel, managing revenue & margin targets, setting credit risk parameters, and achieving growth targets to deliver the overall P&L. Department consisted of ~30 FTE and a budget of $12M. Reported directly to the president of The Home Loans division.Select accomplishments include:• Delivered a doubling of revenue through the retail mortgage channel ($1B to over $2B in originations), and launched the direct to consumer mortgage lending business• Launched an industry leading digital loan origination platform into the branch network with highly digitized workflow. Results include: a pull-through increase of over 40%, an improvement in customer experience driving a Net Promoter Score increase of ~20 points.• Appointed a Capital One Credit Officer in August 2013, one of only ~ 60 in the entire company. Oversaw all credit functions in Fulfillment Operations.

Recruited to manage the Home Equity P&L. Responsible for: setting the business strategy, managing revenue and margins, marketing, product & pricing, and credit risk, as well as oversight for Underwriting.Select accomplishments include:• Tripled Home Equity volume within a year through the branch network in part due to digital tools to enable simplicity at point of sale• Created an industry-first multivariate decision model to materially expand credit policy while maintaining consistent credit risk performance.• Implemented the first automated collateral valuation model and associated operational and analytic infrastructure to receive endorsement from the OCC (post 2009), significantly reducing originations cost and cycle times.• Established credit governance and decision models largely from scratch that garnered a “strong” rating from the OCC in early 2013.

Managed an $85B mortgage & unsecured portfolio when Consumer & Mortgage Lending ceased new originations and entered run-off mode in March 2009. Led a 15 member team to unwind the portfolio, while releasing capital and improving the intrinsic value and risk profile of the remaining assets. Select accomplishments include:• Assigned forward-looking regulatory (Basel II) and economic capital to mortgage assets, modeled future risk, and identified assets with high risk & capital weightings.• Segmented the mortgage portfolio to identify refinance eligible customers, and developed & implemented an internal marketing and third party led sales infrastructure to execute the refinance program.• Negotiated directly with the CEOs of multiple third parties to refinance portions of the real estate portfolio into capital efficient, off-balance sheet products. These partners represented $5B + in aggregate annual origination capacity.• Generated an average execution value of 95% of face value for performing and under-performing non- prime assets, about 10 to 15 points ahead of industry averages according to secondary market data.• Segmented unsecured portfolio to identify performing, but at-risk customers, and orchestrated unsecured whole loan sales, with a pipeline of over $500M.

Served as Chief Marketing Officer for CML, a portfolio-based consumer finance business with a $90B book and ~12,000 FTE at peak. Also ran Marketing & Secondary Marketing for HSBC Mortgage Corporation, a Buffalo based prime mortgage business with $10B + in originations and 1,200 FTE. Promoted to report directly to Division General Manager & President of Consumer Finance for HSBC North America. Led a geographically dispersed team of 75 FTE, including five SVPs as directs, to set and execute customer acquisition, product proposition, and pricing strategies to 1,000 branches and over 6,000 AEs.Select accomplishments include:• Drove development and implementation of capital efficient, off-balance sheet products, expected to comprise 30% of originations by 2010. This business was ultimately exited due to rising credit losses; however this initiative was viewed as key to preserve business viability.• Oversaw implementation of a consumer-back go-to-market strategy across Marketing, Sales, and Servicing in Mortgage Corporation & Consumer Finance, based on an analytically rigorous segmentation of consumer needs & buying behaviors.• Joined Freddie Mac National Board of Advisors in 2008.

Managed New Product Development & Pricing for all real estate and insurance products, as well as Customer Research, Acquisition & Segmentation. Department consisted of 25 FTE with a budget of ~ $10M. Dual reported into EVP and Head of Sales and EVP and Chief Marketing Officer.Select accomplishments include:• Launched several initiatives to capture cross-channel & business unit synergies, including two new insurance products worth over $15M in PBT.• Managed key customer experience metrics & target setting across the business, resulting in 450 bps improvement in customer satisfaction scores.

Tapped to help Decision One (a $15B originator with ~ 800 FTE and $100M PBT at peak) revamp Secondary Marketing, and build analytic capabilities. Directed New Product Development, Pricing, and Secondary Marketing – a department of 15 FTE with a budget of ~ $5M. Installed an analytic infrastructure, new risk controls, and governance processes which reduced financial exposure in a rapidly contracting mortgage market

Managed three teams and 8 FTE, consisting of U.S. and off-shore resources. Functions included: acquisition strategy, project management, and acquisition analytics. Built teams and reported to the SVP of Marketing Acquisitions. Developed and directed the lead allocation strategy for the retail branch network and the central sales channels with a ~ $100MM lead buying budget and $22B in total originations.

Led strategy consulting engagements for the firm over a five year period.Built analytically-rigorous approaches to revenue growth for Consumer Packaged Goods, Financial Services, Technology, and Manufacturing clients.

Achieved progressive positions in product engineering, marketing, and product and business strategy over a five-year period.