2nd Order Solutions is a boutique credit risk advisory firm positioned at the nexus of cutting edge data science and world-class lending strategy. As a Senior Advisor, I am providing consultation and support to a wide range of global financial services clients. My experience is allowing 2nd Order Solutions to expand our offerings for clients to now include Risk Management, Compliance, and Operations.Our clients span the lending spectrum - from Top 5 US Banks to FinTech startups - and we have global reach, with clients in North America, Latin America, Australia and Europe.

Tapped by chief risk officer to lead planning and build out more robust enterprise risk management function commensurate with company’s growing scale and to address regulatory concerns. Implemented cloud-based modern system to enable better monitoring and analytics as well as risk management. Satisfied core regulatory matters in early 2022 while still driving key enhancements.• Built effective means of identifying top risk to company and reported out to the Board of Directors.• Greatly improved controls that mitigated risk across enterprise.• Developed corporate governance structure to manage major new initiatives for company.

Led all credit and customer management for upmarket business. Rebuilt credit models and credit policies to leverage new cloud-based data infrastructure. Integrated two fintech acquisitions to create Capital One Shopping. Built real-time alerts for customers, informing each of unusual activity on card accounts. Helped launch Savor Card, dining and entertainment-based rewards card.

Tapped to lead company’s recoveries business. Assumed key role in leading every other large business unit within card operations at different points in time over 12-year span. Leveraged analytical problem-solving skills to drive strategic improvements in every area while building out leadership skills required to inspire increasingly large front-line teams.Partnerships Operations (2016-2018) | Production Services (2015-2018) Data Analytics (2015-2017) | Marketing Operations (2011-2013)Call Centers (2011-2014)• Guided and managed team of 17,000 associates providing call center support for card customers regarding customer service, fraud, collections, and variety of smaller call queues.• Integrated five internal call centers as part of $30 billion HSBC card portfolio acquisition.• Changed call center incentive plans to reward customer satisfaction as opposed to efficiency.Fraud (2011-2013)• Built and implemented fraud models and defenses to both reduce fraud and improve approval rates for card transactions.• Created unique fraud defenses for highest-spending customers to eliminate 50% of unnecessary declines.Collections (2010-2018)• Planned and built out online solutions for customers to find payment plans based on ability to pay. • Converted primary operations from commission-based incentive system for collectors to one based on customer satisfaction without reducing effectiveness.• Replaced 80% of calls with emails.Recoveries (2006-2018)• Led strategy and execution to deliver $1.5 billion per year in payments from customer who had charged off credit card accounts by transforming from high-intensity outbound call model to customer-focused, solutions-oriented multichannel model. Parlayed earnings to keep company profitable throughout 2007-2009 recession.

Defined scope for $400 million, two-year program and led work to streamline business to enable conversion to more robust tech platforms offered by Total Systems. Ensured program delivered ahead of schedule and on budget while serving as key enabler of card innovation post conversion.

Joined enterprise as entry-level business analyst and promoted four times in first four years with variety of increasingly large roles in strategy and analysis. Accredited as one of 11 senior credit officers when credit governance established in 2002.