Matt Burns Email & Phone Number

San Francisco, California, Us

Riverwoods, Il, Us

Leadership of Operational Excellence initiative for Customer Assistance and Recovery Department.• Activated and led the department, conducting 41 comprehensive Process and Control Assessments. Outcomes included the successful de-risking of processes, implementation of enhanced controls, and updated documentation.• Facilitated seamless collaboration with business partners to proactively resolve obstacles and accelerate the timely delivery of requirements, controls, and approvals.• Spearheaded the reengineering of the compliant analysis process, achieving equivalent output (coachings and issue resolution) while reducing Full-Time Equivalent (FTE) personnel by 25%. Accomplished through strategic redirection of team capacity towards handling risky complaints.• Managed the closure of 401 Documentation & 153 Control Gaps by meticulously tracking progress in Jira & Tableau dashboards.

Riverwoods, Il, Us

Segment responsibility for Pre-Delinquent cardmembers including analytics, offer optimization, contact strategy, call flow and nurture strategy.• Spearheaded the design and implementation of statistically valid tests for Pre-Delinquent cardmembers, resulting in optimized offer and treatment strategies.• Developed Tableau reporting tools to promptly detect test execution issues and provide comprehensive channel performance summaries.• Utilized Python decision tree for segmentation analysis, successfully identifying high-value treatments and segments exceeding $10MM in value.• Led a cross-functional NWG, collaborating with Systems Team, Field Leadership, and Dialer Team to devise optimal test execution methodologies within existing infrastructure constraints.• Orchestrated digital contact strategies in coordination with the CM Engagement Team to nurture enrollees and engage non-enrollees effectively.• Incorporated valuable insights from agent focus groups and field management feedback to enhance test offers and address three primary CM requests during financial hardship.

Chicago, Il, Us

Budget management, property scorecards and tenant sales analysis for 121 individual properties.

Riverwoods, Il, Us

Responsibilities included contact strategy, creative testing business line P&L, and $165 million marketing budget to acquire new Discover Card Members.• Led NWG to enhance Balance Transfer product with Credit Line Increase option to increase response over 20% • Designed and implement pricing and creative strategy to improve campaign profitability• Managed team responsible for marketing direct mail campaign execution• Managed relationship with internal business partners including Risk, Marketing Analytics, and Finance• Selected various prospect lists and ancillary products to enhance Direct Mail targeting

Riverwoods, Il, Us

Responsibilities included offer & contact strategy, business line P&L, and $18 million marketing budget to drive receivable balance and manage yield.• Designed and implement pricing, creative, and contact strategy tests and leverage results to improve campaign profitability• Built Excel tools to identify and summarize monthly variances of volumes, receivables, and payments to explain underlying trends for senior management• Led numerous pricing scenario analyses to determine most profitable strategies to achieve corporate receivables goals• Developed PowerPoint presentations for CMO to deliver to Board of Directors and Ratings Agencies• Led team in development of 5-Year Strategic Plan projecting key drivers’ interplay

Riverwoods, Il, Us

Responsibilities included economic data modeling and statistical analysis to generate sales and activity forecasts and reports for the financial services industry.• Forecasted sales, activity, and receivables for portfolio of 18MM active members with various card types• Designed and enhanced VBA based statistical tools to relate economic data to bank card portfolio behavior• Selected and integrated statistical forecasting software to implement best practices in time-series forecasting• Summarized sales and activity forecasts for senior management identifying root causes of trends• Acquired and manipulated economic time series data from various sources (e.g. Economy.com & EIA)

Philadelphia, Pa, Us

Responsibilities included Excel modeling and data analysis to generate prices and quotes for the retail electricity industry.• Advised sales staff of optimal pricing strategies and ComEd tariff rules• Modeled complex ComEd tariff in Excel to generate baseline costs for sales output comparison• Managed curtailment program of over 60MW of curtailable load• Authenticated and manipulated large quantities of account data for upload into Access based CRM tool• Designed, implemented, and maintained retail pricing matrix detailing ten rate classes over various terms

Bachelor Of Science - Bs, Mechanical Engineering

Ms Data Science

Master Of Business Administration (Mba), Business/Managerial Economics