Larry Whitley Email and Phone Number

Functioning on the Cards Collections Chief of Staff (COS) team as the Senior Program Manager for digital collections. Responsible for the prioritization and execution of all projects impacting Citi Cards Collections to include online, email, text, auto agent and integrated voice response applications. Partner with senior leaders within collections to optimize digital customer touch points. Analyze digital production metrics and impacts to net credit loss. Build relationships with current and prospective vendors.

Participated as a Collections Business Analyst for Project SCOPE (Standardized Collections Operations Platform Enterprise) which is a cross business initiative (Cards, Mortgage, Auto, Student Loans, Commercial, and Network) to create a standardized collections system solution and work flow management tools for North America and Global consumer groups. Led a team of cross business SMEs with a goal of documenting current collection work flows, understanding current system processes, optimizing “to be” work flows, and using new work flow management tools in order to provide requirements for our end-state operational environment. Partnered with Line of Business Leaders to leverage knowledge and meet business goals. Produced project plans and coordinated agendas to facilitate meetings among functional and cross-functional teams. Developed comprehensive test strategies and testing plans. Managed issue prioritization to successfully implement technology for the project.

Assigned to Proejct Phantom as the Collection Functional Manager responsible for conversion related trainer for over 2,500 associates. Deliver facilitator led training and blended learning for both newly hired and existing learners in exempt and non-exempt positions. Provides a high level of excellence in facilitation competencies. Measure the transfer of learning as appropriate. Maintain appropriate level of content subject matter expertise. Understand the operational MIS, accesses the MIS, effectively uses MIS to diagnose staff performance deficiencies and exercise interventions to improve performance. Make recommendations that improve training's effectiveness. Identify issues/concerns about proposed strategies and recommend appropriate solutions to resolve issues. Create tactical plans to implement new performance or training initiatives. Administer computer based training for both newly hired and existing learners in exempt and non-exempt positions.

Responsible for providing Total Systems subject matter expertise to the risk operations business in the areas of collections, recovery, bankruptcy, portfolio sales, and fraud issues for both the consumer and commercial credit portfolio. Acting as a liaison between risk operations and TSYS while seeking to improve speed to market and quality for various business initiatives. Serving as the single point of contact for responding to system inquiries and requests from the business. Participating in project analysis and managing smaller projects. Participating in various collections projects to ensure the Sears portfolio is in sync with CitCard standards. Coordinated IT resources and monitored testing for a project that resulted in selling delinquent accounts to a third party for $284 million.

One of three national trainers deployed by Sears who trained associates and managers within collections and customer service. Supported the Shaping Successful Asset (Collections) Teams workshop by acting as the lead trainer and updating the curriculum to support the business needs. Performed the duties of a Center Training Manager with supervisory responsibilities for eight trainers. Facilitated Team Manager School to entry level managers with a focus on diagnosing performance and developing their management skills. Served as a single point of contact responding to issues surrounding TSYS application and policy and procedure for all business trainers nationwide. Selected to participate in a Sears University-sponsored brainstorming session to identify duties and competencies needed for entry-level managers. Certified by the Center for Business Solutions in the use and delivery of the collections call model.

Conducted over 30 training classes for new hires and current associates over a two year time period. Selected to provide collections subject matter expertise during a one-month rotation in Atlanta as a liaison between the Sears Curriculum Center and field delivery units. Created several collection job aids to be incorporated into the curriculum for new hire trainees. Selected to train collection associates at various units. Attended the Sears Instructional Design Workshop. Sears Certified Training Manager.

Controlled account delinquencies through performance management and development of nine associates. Conducted team administration duties to include hiring, scheduling and policy application. Responsible for the training of 36 associates on the multiple pay system. Sears Certified Team Manager.

Assistant Battalion Logistics Officer, Fort Bragg, North Carolina The Logistical Officer for the U.S. Army’s only Airborne Chemical unit with more than 500 personal. Prepared and monitored the logistical budget for subordinate units. Battalion Chemical Officer, South Korea Planned, coordinated and supervised operations and training execution for an infantry battalion of over 700 personnel. Developed and implemented a training program designed to improve the battalion’s ability to survive and fight in a chemical contaminated environment.