Product Manager/Business Analyst • Canvas Credit Union • Lone Tree, CO • 2018 to PresentPerformed portfolio and product management for credit card and auto loan products. Supported Lending leadership with reporting and analytics.• Supported Member Success team with regular reporting, incentive validation, initiative planning, and performance analysis.• Developed balanced scorecard to fairly and accurately assess team member performance.• Partnered with executive leadership and Business Intelligence to develop effective reporting for use in production and risk assessment by credit union committees.• Analyzed moderately large loan portfolio data to improve underwriting procedures, update pricing strategies, mitigate risk, and improve yield.• Devised development opportunities for credit card products to improve adoption, utilization, yield, risk, and alignment with the Canvas brand.• Liaised with vendor partners to increase relationship value and resolve issues.• Researched competitors to recommend product and pricing adjustments for credit cards and auto loans.

Managed a team of specialists who proactively presented members with opportunities to improve their financial situations, handled inbound phone calls regarding loan and account applications, and onboarded online applications.Developed activity tracking and reporting system for Targeted Outbound team; launched Inbound team; developed standards and expectations for onboarding of online applications; engineered performance management metrics

Managed a department of over 200 employees taking inbound customer service calls for United Healthcare’s Medicare Prescription Drug Plan. Led team of up to 10 supervisors, developing them areas of coaching, leadership, culture, and management. Managed performance and improvement of Key Performance Indicators.* Created behavior-based coaching model, teaching supervisors to coach to attainable, actionable activities.* Developed strategic partnerships to spearhead culture and operations transformation.

* Managed department of over 100 employees, including 7 management level direct reports, fielding inbound sales calls for DirecTV in a BPO call center environment.* Ensured adherence to client requirements and maintained client relationship.* Managed significant improvements in Workforce Management, sales results, and efficiency.* Mentored managers to become highly effective coaches, managers, and leaders.* Implemented new, effective coaching and feedback model.

Managed daily activity of 12-16 directly-reporting Personal Bankers in a 200+ seat call center. Assisted in site leadership as Team Lead of “Super Team” consisting of three teams. Analyzed call center data and formatted it for distribution, presentation, and coaching. Coached bankers and motivated team to perform consistently among the best in the site. Developed tools, many for site-wide use, to improve efficiency, open communication, and quality of service and sales. Presented sales and procedure training to groups of 10 to 25 individuals.* Achieved top quarterly overall scorecard rating among all managers in the Denver site on two occasions.* Led the site as #1 in sales for 2011 and #2 in sales for 2010 out of 15 managers in the site.

Founded company to provide fundraising services to non-profit organizations. Authored contracts, agreements, policies, and procedures to manage relationships between company and vendors, clients, and distributors. Developed requirements for website and technology processes and documented processes. Designed and managed the development of marketing tools and strategies. Solicited potential client organizations.* Successfully launched all operational facets of innovative business

Managed Member Services, Operations, Compliance, and Marketing for three credit union branches. Managed product implementation of Health Savings Accounts (HSAs). Recruited and hired exemplary new employees into both staff and management positions. Developed new hire orientation and training processes to significantly improve compliance, security, and staff performance. Trained Member Service Specialists to provide excellent member service on deposit accounts, loans, IRAs, HSAs, and other products and services. Coached tellers and Member Service Specialists to incorporate cross-sells into all member interactions.* Streamlined teller line and vault teller processes to improve accuracy, efficiency, and compliance.* Dramatically improved losses resulting from returned deposit checks through staff training, policy and procedure development, and enforcement of existing policies.

Managed daily activity of 12-23 individuals in an inbound/outbound collections call center. Effectively managed significant increases in monthly collections through personal coaching (collection technique, skip tracing, portfolio management, etc.), process improvement, and team building. Developed performance and quality standards and expectations. Authored policy and training documentation. Fielded escalated collection calls, complaint calls and letters, and settlement requests from debtors. Maintained and repaired beneficial relationships with merchants.* Consistently achieved and exceeded prescribed goals and year-over-year results.

Responsible for 90% of consumer and small commercial sales (deposits, investments, and lending). Assisted in leadership of banking center personnel. Assisted in operations functions of banking center (teller functions, cash handling). Performed service and account maintenance for premier clientele.

Process Manager - Operations Process Engineering and Support - Diners ClubDirected teams to develop processes in most areas of Diners Club Operations, including Customer Service, Research, International Research, Fraud, Collections, Credit Management, and Distribution Services. Documented processes and developed training materials. Compiled and authored letters for all departments and organized fulfillment processes. Directed and participated in system and process testing for several projects.Operations Supervisor - Credit Counseling Group - CitibankSupervised daily activities of 35 employees servicing nearly $1.5 billion in Citibank credit accounts. Improved service quality, flow results, and legal compliance through staff coaching. Conducted training classes and coaching for new hires. Analyzed and forecasted budget figures.Collector – Bankruptcy Prevention Unit - CitibankContacted cardmembers experiencing severe financial difficulty; analyzed credit situations, negotiated settlements, and formed payment plans.