Lead Privacy Risk Oversight Team

· Developed and implemented the end to end program for complaints research and escalation. Partner with affiliates across the enterprise to develop strategies focused on mitigating risk and implementing solutions to address and guide the business in achieving improved compliance results.· Established a solid partnership with key stakeholders within the company including Line of Business Operations, Compliance, Credit & Collection and Marketing Services· Managed a team of analysts dedicated to monitoring customer complaints for trends and potential risk related to regulatory compliance, unfair and deceptive acts and practices, and company policy. Developed the training program as part of the new hire onboarding process · Implemented comprehensive reporting to track the complaint research and escalation results. Communicated monthly trends in defects to multiple levels of the organization

· Provided structure, governance and oversight for the complaint capture and servicing barriers project. Implemented the early warning monitoring system for complaint capture for the business to systematically monitor trending complaints for notification of potential brand harm or compliance risk· Liaison between the front line and servicing barrier sponsors to champion assessment, ownership, root cause, remediation and issue resolution. Developed and deployed the Servicing Barrier Process improvement data base. The tool served as a repository for business groups to house process improvement initiatives and seek guidance from compliance to resolve business concerns.

· Contributed to defect elimination and process improvement initiative resulting in revenue savings.· Established the Internal Control Audit process for standardized sample size guidelines across servicing sites. Recognized marked improvement in privacy and information security results within the servicing network.

· Established the customer service quality team. Provided guidance and thought leadership to ensure business results were met and employee satisfaction remained high

· Serviced inbound Card Member inquiries and disputes to strengthen the relationship and reinforce the company's brand value