• Managed end-to-end acquisition operations for 3 million applications each year for student and secured card portfolio, proactively delivering in-depth quantitative analysis to drive profitable account growth and mitigate credit/fraud risk• Developed operational strategies to drive 10% YoY growth, further enhance customer experience and maximize efficiency during card application process, including customer-engaged digital pages, servicing procedures and email/text/chat/dialer communication strategies

• Enhanced system logic to better identify duplicate card applications, reducing duplicate manual verification by 90%• Created new KPIs that measured workflow more accurately and led to staffing decision that reduced expenses• Reduced customer complaints by 15% through deep dive on Voice of Customer (VOC) leveraging tools OpinionLab and Verint speech analytics, promoting data-driven recommendations and gaining cross-function alignment

• Played critical role in the transition to new MDM system through the analysis of legacy business rules, table structures and reference tables as well as review of derived data products for possible enhancement• Performed data analysis and communicated complex findings in an easy-to-interpret manner via visualizations and dashboards tailored to technical and business users’ specific needs

• Analyzed, process-mapped and improved end-to-end business processes of data procurement, preprocessing and data assurance within the Data Management unit

• Reviewed initial request for loans and vetted the client’s financial statements to determine suitability of loans• Coordinated with risk management department to develop loan proposal

• Reviewed and organized financial statements, product profiles, customer profiles, and other business information of 150 clients from technology, manufacturing, transportation, service sectors• Assisted project director with clients who are in the process of receiving Minority Business Certification