Michelle Simms Email & Phone Number

San Francisco, California, Us

Business Execution Director in the Deposit and Credit Bureau Management Office (DCBMO) focused on the Enterprise-wide Data Furnishing Operation within Wells Fargo. Leading a team of on and offshore resources focused on control execution and delivery of of our credit files to the Credit Reporting Agencies. Providing thought leadership and direction in developing cutting edge furnishing technology platforms focused on control automation and improvement. Ensuring escalation, oversight and proactive management over organizational risks. Leading project deliverables set to enhance and expand our current control environment

Greenville, South Carolina, Us

Executive leader in the credit risk management space with direct oversight of establishing a new operational business unit focused on CURO’s credit bureau data, dispute handling, bureau inquiry removals, notices of adverse action, and consumer regulatory support (CCPA+). Responsible for overseeing the company’s 3rd party alternative data asset acquisitions; including asset testing and decisioning, contract negotiations, invoicing, and streamlining/consolidating usage across the scoring platform. Specific areas of expertise include: • Create and maintain the company’s FCRA and credit policies, operational procedures, SOPs and training guides focused on credit reporting and dispute management• Establish a new operations team dedicated to defining the infrastructure, organizational and process needs for CURO’s credit reporting and dispute handling business unit• Redesign the company’s notices of adverse action and other consumer facing communications for content and clarity• Provide oversight of third parties/vendor relationships and contractual commitments focused on aligning usage across the organization and eliminating needless differentiation• Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to executive leadership; review data for trends and gaps in the process that may require additional review• Build a call center focused on dispute handling from investigation to remediation; trending dispute insights targeted at improving upstream performance reporting• Maintain authoritative knowledge and full understanding of all bureau reporting policies, relevant laws and regulations, regulatory guidance, industry standards and other policies and procedures • Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes• Assist in compliance reviews, audits and regulatory exams as they pertain to risk & scoring functions

Chicago, Illinois, Us

Managed $5,000,000 in P&L, with responsibility for all levels of direct and indirect B2B client communication and support specific to credit products, data analytics, and Metro 2® credit bureau data reporting. Oversaw a team of 65 associates focused on the end-to-end management of the company’s core credit and alternative data assets, including the data receipt of over 22,000 files from 90,000 sources, containing 2,000,000,000 data updates monthly in a real-time processing environment, ensuring conformance to industry Metro 2® format standards, the company’s internal data quality interrogations, and all service-level contractual commitments. Responsible for overseeing the handling of over 12,000 service requests annually in a B2B operations call center environment. Led continuous improvement initiatives identified from quality control reviews, including process, technology, and procedure improvements, risk control integration, training and policy documentation, individual performance management, and team/LOB partner feedback forums. Explored opportunities to increase team productivity and quality through automation tools, process streamlining, standardization, and through driving system enhancements in an Agile environment. Established process and data management strategies for current and future solutions. Developed multi-year strategy roadmaps containing budget and delivery milestones in conjunction with monthly line of business and executive-level business reviews. Acted as senior point of contact for regulatory CFPB data exams, internal audits, and attorney general discussions.

Chicago, Illinois, Us

Led an operations team of 40 associates focused on client direct and indirect customer service demands while monitoring the quality assurance of daily/monthly dataloading activities into the core credit data infrastructure. Provided support for data quality control checks around insurance data and other alternative data assets. Supported the mainframe decommissioning work associated with data operations moving into an open systems environment. • Led the data team’s user acceptance testing for the Mainframe to Open Systems environment migration.• Built a sales/customer billing program to charge for operational work, making operations a center for organic revenue growth.• Developed supervisor controls for loading threshold breached data files, improving operational quality by 10%.• Broadened internal fraud prevention strategies, to include phone call verifications and IP data access white listing.• Designed a project/request prioritization model, driving alignment on project priorities and defect fixes internationally.• Developed leading indicator operational scorecards and metrics used to drive team and department level management decisions.

Chicago, Illinois, Us

Led an offshore team of 20 developers and 20 onsite associates in a waterfall SDLC environment in building and maintaining customer and generic risk models, using C and SAS. Acted as the product owner in defining requirements, and UAT testing a new open systems marketing campaign delivery application in an Agile environment. Developed go-to-market customer-facing communications and known difference comparison documentation used in positioning the impact of open systems migration.• Led enterprise-wide vendor transition from Accenture to Capgemini with no business degradation, highlighting a 12-month quality improvement of 5% and turntime reduction of 30%.• Developed a new model scoring framework to support enhanced product capabilities for use of trended data in scoring algorithms.• Created an enhanced specification process to reduce re-work and improve client delivery satisfaction.• Developed a meeting structure and cadence for cross-departmental model development work, better setting delivery expectations.

Chicago, Illinois, Us

Led a team of eight associates focused on addressing client online product technical and setup questions/issues. Managed global communications related to system outages internally and externally by playing role in technical bridges calls and assisting in translating technical issues into customer facing talk tracks. • Created outage runbook and automated communication tool to enable faster client response times during outage situations, improving response times by 25%.• Designed client response time dashboards with automated publication monthly, highlighting transaction volumes, up times, and product response times.• Developed test case tool and automated client request form to assist in further enabling work self-service.• Led automation of the inquiry posting function from an Access database into open systems technologies

Chicago, Illinois, Us

Provided leadership to a team of 23 associates focused on fulfilling marketing services prescreen, analysis, and account review campaigns from project definition to requirements to downstream testing approaches that maximize client marketing objectives. Led projects to build out client-facing Triggers product capabilities. Ensured a comprehensive control environment was maintained through understanding where business, technology and marketing controls intersected.• Developed new SDLC methodology for marketing campaign fulfillment, reducing labor expenditure by 25% per order executed and further reducing labor expenditure per “as is” order by 50%.• Designed access-based job management system used to track campaign fulfillment and billing activities, in addition to delivery incident root cause, resolution, and prevention strategies.

Bachelor Of Science (B.S.), Pre Med

Masters Of Information Technology