Mark Schmitz Email and Phone Number

Capital One N.A., Plano, TX​ ​ March 2016 – Current• Developed business strategies that drove growth, profitability, and competitive success for Capital One in the face of shifting consumer and regulatory behavior • Managed and developed a team of complaint case managers• Coached and mentored associates throughout the organization with a goal of talent retention• Developed and implemented new product and pricing strategies for various lending products; lead product level modeling/analytics• Built targeted insights to inform the design and development of new customer experiences, as well as breakthrough technology and concepts designed to deliver on customer experience improvements• Coordinated across the line of business to manage and sequence delivery of business intent, build business requirements and execute against the product strategy. Oversee multiple projects and programs concurrently• Collaborated closely with colleagues across Capital One including: IT, Sales, Operations, Finance and others to drive improvement in quality, volume, service, and profitability

Capital One N.A., Plano, TX​ August 2015 – March 2016• Collaborated with senior business and technology leaders of the company to understand business challenges and priorities, and discuss potential strategic options• Worked with subject matter experts across the business and technology organizations to structure problems and develop solution options and recommendations• Built qualitative and quantitative models to assess options, and estimate benefits as well as required investments for implementation• Developed strategic ideas to leverage technology to solve business problems and enable new business opportunities• Built storylines and presentations to socialize strategies and build consensus, in order to drive transformational change• Conducted research on emerging technologies, and assessed their impact (opportunities and risk) on Capital One’s business• Drove step-change improvements in credit performance by connecting drivers of future consumer credit trends to historical behavior, creating risk models, and testing hypotheses using rigorous monitoring and analysis

Capital One N.A., Plano, TX.​ November 2014 – August 2015• Managed lean six sigma business level metrics and analyzed data to identify areas of improvement to ensure a quality customer experience• Utilized lean six sigma to lead, coach, and motivate a high performing team in a dynamic environment• Build and maintain positive working relationships with individuals at multiple levels• Facilitate team meetings to achieve daily, monthly, annual objectives• Lead lean six sigma process/project initiatives as assigned

Capital One N.A., Plano, TX.​ March 2012 – November 2014• Subject matter expert on our processes, policies, procedures, as well as our various tools, to ensure the team’s effectiveness• Translate business vision and strategy into operational tactics and build the organizational support and infrastructure needed to achieve them• Establish strong operating metrics to monitor business effectiveness and develop a management process to utilize the metrics to drive operational improvements• Partner with other areas within Servicing & Default operations (Collections, Loan Modification Team, Short Sale Team, Special Loans, Core Servicing, etc) to develop strong cross-functional processes• Analysis of Loan modifications with FNMA and FHLMC and monthly management of score card logic with data compilation, as well as, remediation efforts required to reconcile reporting issues and all discrepancies

Capital One N.A., Plano, TX.​ Nov 2010 – March 2014• Manage Treasury Reporting for transmission of HAMP terms through IR2 on weekly basis manage all aspects of Treasury Reporting to include monthly incentive tracking, IR2 Reporting, OMR Reporting, and GMI data for all HAMP loans within the portfolio• Provide tracking metrics of incentives received between customer and Capital One• Extract data, format and run reports, or perform specific analytical functions using system data• Process and report upon all monthly treasury incentives (corporate and borrower paid) - working directly with Investor Accounting team• Use database(s), report tools or specialized applications to generate reports or analyses for operations or management staff, internal and external to for the HAMP Program

August 2008 – March 2012• Identifies and evaluates opportunities to reduce operating expenses and improve operational performance.• Analyzes historical and forecasting results to identify trends and make business recommendations• Manages the full project cycle (idea generation, analysis, consensus building and implementation) for projects focused on process optimization, cost reduction, customer experience and operational excellence• Leverages internal and external resources to increase the impact and breadth of work• Takes a leading role in the identification, design, development, and implementation of tests and monitors tests throughout execution• Designs and develops forecasting models