Drive strategy within the Technology and Operations function through descriptive and predictive analytics across all clients, call center sites, and servicing areas with a focus on enterprise productivity and expense impact. Determine initiative impact, timing, and technology investments (hardware, software, etc.) that will result in the largest return on investment for the business and partners.Workforce Management Transformation: Ongoing initiative to upgrade SYFs Workforce Management Tech stack to further automate and efficiently manage the business. Piloting NICE IEX product and leading setup, configuration, launch roadblocks and process opportunities.Strategic projects include; Chromebook strategy, Cloud Optimization, Digital Workforce Transformation (Flex Scheduling, iWFM Strategy/Pilot Performance), Marketing Program Timing/Sizing, Site and Servicing strategy.Lead a team of seven responsible for demand forecasting and key global servicing metric reporting/tracking (Agent Handle Time, Volume Allocations, Shrinkage, Headcount/FTE, Idle, Forecast Accuracy, Senior Leadership reviews, Overtime/VTO, SLA Targets, Attrition) to assist in global strategy decisioning for all SYF agents and annual operating budget of ~$750MM across all sites (12), Portfolios (~20) and Service areas (17).Partner with various cross functional senior leadership to develop automated strategy decisioning and performance solutions. Examples include; technology rollouts (Technology), Client/Strategic Initiative Program Impacts (Marketing/Strategy), Employee Performance (HR), Data Management (Analytics), Credit Decisioning (Credit/Risk) and Operating Metric Performance/Expense impact (Finance).Supporting new metric implementation (Customer Availability, Calls per agent, Personal Best) to drive increased productivity. Create fully automated agent and enterprise level reporting from data ingestion to distribution through BI Tools (Tableau, PowerBI, Power Automate, Power Apps).

• Led a team of 3 managing portfolio-level statistical modeling/analysis, leveraging tools such as SAS, R, Python, Tableau, PowerBI, and Excel to develop forecasts and reports across all portfolios and customer contact streams, facilitating streamlined workforce management of 6K agents with a budget of $600M to service 70M customers• Streamlined the forecasting process by automating data extraction and implementing process enhancements, significantly reducing the forecasting cycle, ensuring accurate hiring metrics, and effectively addressing the complex demands of backend operations• Oversaw the creation and maintenance of daily, monthly, quarterly, and annual metric reports, Tableau dashboards, and ad hoc scenario analyses, providing critical insights into operational performance versus budget and enabling strategic decision-making for multiple functions at various leadership levels• Facilitated strategic change management by aggregating data and delivering analysis to cross-functional senior leadership including the COO, Chief Transformation Officer, and Site Leaders, providing training on data sourcing to enable self-service and productivity increases• Pivoted workforce strategy to accommodate remote work during Covid-19 pandemic, adapting performance metrics from enterprise handle time to the aggregation of various data sources, identifying and addressing operational weak spots• Spearheaded a system outage reduction initiative, mitigating the percentage of paid agent time wasted on system performance from 7% to 1% (~22M Annual Expense Reduction), through detailed tracking, bi-weekly reporting, and strategic collaborations with site leaders and technology teams, facilitating faster decision-making by agents in a virtual environment and decreasing organizational costs

• Led the development of an analytical infrastructure for Operations contact center planning, handling data management and the generation of related analytics and metrics, driving strategic decision-making• Owned and managed comprehensive enterprise operations servicing metric reports across Tableau, Excel, and PowerPoint platforms, leading to effective cross-organization reporting and strategic insights for C-Suite leaders and global operations, including Monthly Ops Tracker review with COO, Quarterly CEO and Regulator decks, X-Plan, Site allocation, and Client Effort Dashboard for portfolio GMs/COMs• Orchestrated the development and distribution of the Client Effort Dashboard across operations, fostering a metrics-focused culture and promoting transparency into expenses, reducing daily operation processing time from 6-8 hours to just 1 hour• Pioneered the establishment of the WPO Forecasting and Capacity Tableau Server Site, migrating several SAS Unix Grid reports to leverage Tableau's speed, automation, and analytical capabilities, resulting in streamlined operations, self-service functionality, and easier distribution of insights. Featured Tableau Day Presenter; sharing best practices organization wide

The Business Leadership Program is a two-year, three-rotation leadership development program for recent college and master degree grads. Aimed at building domain, company and industry expertise, the BLP incorporates real world experience with cross-functional, customer and community service experiences that not only develop you as a leader, but as a person.Enterprise Operations BLPs gain experience developing strategic operational plans, building knowledge of critical regulatory and supplier risk standards in the banking environment, and have the chance to be part of key projects and processes driving productivity, profitability and customer experience. Each BLP has a unique opportunity to grow a diverse set of skills including leadership, analytics, process improvement and customer metrics.

o Transformed static data from SAS, Excel, and PowerPoint into a dynamic Tableau dashboard, enhancing detail levels for Collections, Leadership, and Client Managers, deepening understanding of loss mitigation performance and potential recovery opportunitieso Streamlined analytics workflow by transitioning from Excel to BI systems, automating processes, uncovering deeper insights, and enhancing strategic decision-making, leading to increased transparency and opportunities within collectionso Boosted productivity by 80% through the identification and implementation of automation opportunities within Tableau and Data Warehouses, reducing weekly report compilation time from 2-3 days to 4 hours

o Offered insights and facilitated ad-hoc analyses for Collections, Fraud/Credit Solutions, and Operations Quality groups, enhancing decision-making capabilities across critical business unitso Led the Q-Cal Reduction Analysis initiative that resulted in a significant reduction in quality evaluations, saving $1M annually while simultaneously adjusting for growth and optimizing cross-functional operationso Undertook a strategic analysis project to streamline quality package administration, reducing frequency from 7-9 to 4 per month, leading to significant cost savings by reducing workforce by 50% while maintaining quality standards and improving access to vital data and analysisCross-Functional Experience: Collaborated with the sales team across multiple locations including Costa Mesa, CA. Phoenix, AZ, Alpharetta, GA, and Kettering OH, participating in on-the-ground operations to understand processes, identifying gaps and opportunities in the primary customer interface platform, resulting in recommendations for business improvement

o Led a 10-agent team while concurrently managing special ad-hoc projects focused on improving key operating metrics such as Handle Time, Customer Satisfaction (CSAT), and Compliance, driving cross-functional team efficiencies while increasing quality and ensuring compliance

• Helped manage communications with over 700 Thomson Reuters suppliers• Assisted suppliers with Thomson Reuters Business Partner Engagement Program (BPEP) supplier screening and on-boarding processes• Tracked and reported supplier screening and on-boarding progress in support of BPEP and Financial & Risk staff• Aided BPEP staff in: BPEP metric analysis and planning, financial risk analysis, enterprise compliance management, application development, workflow analysis and process improvement, new product requirements, and help desk

• Made over 250 sales calls a week to business executives in Tri-State Area• Performed market research to compile lead lists of potential clients• Analyzed extensive research and strategies of portfolio management• Designed and updated content on company website