Mark Ezzell Email & Phone Number

Statesville, Nc, Us

Statesville, North Carolina, United States

Charlotte, North Carolina, United States

Columbus, Ohio Area

Phoenix, Arizona Area

• Leveraged SQL skills to modify Late Stage Collection practices. Change resulted in new treatment for 2.4 million accounts annually impacting $1.2 billion delinquent dollars. • Developed end to end collections team from scratch to handle late stage collections. Team consists of 81 collectors and multiple support staff located in India and the United States• Designed and uplifted collection based emails to look more appealing and drive higher self resolve rates. Goal is to reduce overall call volume due to increased self-resolve.• Analyzed Late Stage collection results using SQL and Minitab to recommend offering Pre-Charge-Off settlements. Process has been implemented and is expanding into the digital space.• Secured $6 mm in funding to support digital credit enhancements• Developed project plan and managed PMO resulting from Consumer Financial Protection Bureau's enforcement action against American Express. • Used MIS expertise to track collection portfolio performance and share with competitive bench marking firms

Phoenix, Arizona Area

• Managed large scale projects to implement MIS to global Fraud teams. • Responsible for design and implementation of pay for performance incentive plans totaling more than 12 million annually.• Experience dealing with global HR and various Employee Unions• Increased technical ability with programming tools such as Microsoft SQL Server which are leveraged to deliver more robust requirements and help to cut down on build times.• Creatively worked with 22 Markets around the world to establish unique business needs and create tailored reporting for each market• Streamlined data reporting process to eliminate manual interaction which increased efficiency and ensured accuracy.• Worked to on-board 600 Customer Care Professionals into automated reporting environment. Previously no data reporting was available• Created and drove business level metrics and goals for 2012 performance year

• Nominated for American Express Chairman’s Award for Innovation for creating industry leading MIS reporting in 2010.• Strong leadership skills with ability to influence, collaborate, communicate, and drive results at the peer level and above.• Effective project management skills, with demonstrated excellence in implementation and communication of medium to large-scale metric and MIS development efforts for the Credit Network including Incentive development, Large Scale change management, Industry Leading metric tracking and availability.• Ability to translate detailed operational design into technical specifications as demonstrated by the implementation of the following initiatives: Incentive Automation Reporting, RPM Re-engineering, Daily Tracker, and Second Voice Reporting.• Adept multi-tasker with ability to create ad-hoc reporting to successfully identify and manage changes in business trends.• Proactively monitor the Credit Network metrics and metric systems to ensure they are working as anticipated and served as point of contact for entire American Express Network in issue resolution. System serves as primary measurement unit for all of Domestic Credit and Fraud Operations.• Knowledge of Credit/Risk Operational platforms – WCC, ROP, Authorizations, as well as key operational metrics and processing requirements.• Fast paced learner who excels at absorbing new information and strives to become a subject matter expert in all related fields. • Flawlessly managed and executed a $9.6 million (annual) network wide incentive process for Credit network at American Express.• Keen eye for detail ensuring all managed processes are compliant with Government and company regulations.

Demonstrated ability to work effectively within a team supporting Risk Management in fraud prevention Excellent problem solving skills Excellent organizational and follow up skills Recognized as Subject Matter Expert and chosen as a temporary trainer for new hire fraud classes.

Developed and assisted United States Secret Service in $98,000.00 credit card fraud caseLowered inventory budget from 1.91% to 1.17%; a 444,000.00 dollar savings on loss in 6 months