Libby Peterson Email & Phone Number

Glen Allen, Va, Us

Richmond, Virginia, United States

• Lead Product manager in the Specialty Operations (back office) domain of US Card supporting 2M+ agent cases annually. Responsible for development of product vision, strategic roadmap and delivery of key capabilities to unlock cost savings while optimizing customer experience and well managed execution. Strategic partner, working across business analyst, tech and operational teams to socialize Spec Ops domain and its opportunity statements, ground them through agent and customer experience… Show more • Lead Product manager in the Specialty Operations (back office) domain of US Card supporting 2M+ agent cases annually. Responsible for development of product vision, strategic roadmap and delivery of key capabilities to unlock cost savings while optimizing customer experience and well managed execution. Strategic partner, working across business analyst, tech and operational teams to socialize Spec Ops domain and its opportunity statements, ground them through agent and customer experience mapping and ultimately drive value backed prioritization discussions and buy-in from senior leadership. • Led the intent development and cross-team delivery of a core case management capability: prioritization of cases by their SLAs (Project SLAy). Successfully onboarded key case types to SLA prioritization while delivering significant enhancements between the MVP and subsequent use cases. Led the effort to simplify and standardize the case backend orchestration layer in order to scale SLA prioritization to the remaining case types. Build delivered on value proposition, significantly reducing the risk of missed regulatory and partner SLAs while also enabling an Opex savings of 17+ FTE with a projected savings of 30+ FTE.• Partnered with Fraud and Decisioning teams to design and deliver a reusable, standalone Last Allowable Rebill Date (LARD) calculation capability for Reg Z disputes. This capability provided a standardized, accurate way to calculate LARD to reduce Reg Z risk across back office and established an extensible pattern for other back office domains. Show less

Richmond, Virginia, United States

• To enable convergence of multiple lines of business onto the enterprise messaging platform, led strategy, refinement and delivery of enhanced servicing alerts subscriptions management, unlocking $2M/yr in cost savings, support for non-digitally enrolled accounts, and ~50 PW/yr in tech efficiencies• Following departure of the previous Product team, stepped in to engage stakeholders, conduct discovery, and propose detailed strategy for messaging experimentation, ensuring support continuity… Show more • To enable convergence of multiple lines of business onto the enterprise messaging platform, led strategy, refinement and delivery of enhanced servicing alerts subscriptions management, unlocking $2M/yr in cost savings, support for non-digitally enrolled accounts, and ~50 PW/yr in tech efficiencies• Following departure of the previous Product team, stepped in to engage stakeholders, conduct discovery, and propose detailed strategy for messaging experimentation, ensuring support continuity and creating leadership awareness and alignment for an untapped potential $50MM+/yr strategic opportunity in messaging experimentation• To support paper servicing migration from a line of business onto the enterprise messaging platform, led requirements, cross-platform integration, and on-time delivery of paperless preferences and mailing address functionality, fulfilling critical requirements for line of business system decommissioning Show less

Richmond, Virginia, United States

• Led Customer Platforms and Data Ethics process management team in scoping, coordination, and delivery of dataset migration from one platform to another, ensuring continued data accessibility and preventing substantial lost effort for dataset owners• Delivery lead for the fulfillment of Privacy/CCPA and Cyber initiatives including dataset registrations and privacy metadata/tagging to ensure compliance with critical government regulations • Analyzed platform and metadata repository… Show more • Led Customer Platforms and Data Ethics process management team in scoping, coordination, and delivery of dataset migration from one platform to another, ensuring continued data accessibility and preventing substantial lost effort for dataset owners• Delivery lead for the fulfillment of Privacy/CCPA and Cyber initiatives including dataset registrations and privacy metadata/tagging to ensure compliance with critical government regulations • Analyzed platform and metadata repository extracts to identify and resolve defects, optimizing metadata accuracy and usefulness while improving metrics Show less

Richmond, Virginia Area

• Lead analyst responsible for production & management of reports suite, ensuring transparency into operational health across Legal• Leveraged SharePoint and Docusign platforms to optimize processes as a member of Legal Innovation Lab, responsible for developing solutions across Legal with a focus on technology to drive optimal outcomes

Richmond, Virginia Area

• Lead analyst on over 24 projects that successfully drove quality and efficiency gains in 3 regional dialysis networks• Designed and implemented custom data collection, management, analysis and reporting systems as well as maintained and improved existing systems using Excel, Access and SAS

Richmond, Va

• Established and grew a boutique wedding and portrait photography business• Shaped vision and business strategy, while in parallel driving advertising, marketing, web content, social media, photography, editing, sales and accounting

Pasadena, Ca

• Launched company-wide Lean transformation, influencing across job family and management level to ensure buy in and engagement with a focus on the associated critical change management principles• Created and led Lean training curriculum for 80+ employees

Virginia Beach/ Los Angeles/ Fairbanks

• Managed media productions, which involved creating and managing budgets, crew communication, scheduling and set logistics, vendor management / Credits include: Mission Impossible III, “Fall Prevention in Home Healthcare,” NBC “Treasure Hunters”

Bachelor Of Science (B.S.), Systems Engineering, Gpa: 3.9 Rank: 14 Out Of 640

Activities and Societies: Raven Society, Madison House, Fellowship of Christian Athletes B.S. in Systems (Industrial) Engineering

Master Of Arts (M.A.), Cinema Arts - Producing

M.A. in Cinematic Arts

Education record