Chief Operations Officer, Retail Payment Solutions at US Bank

Responsibilities• Sales Fulfillment position responsibilities included management of over 500 domestic and offshore associates and fulfilling over 3 million product requests from on-line and phone sales channels.• Management of 1,700 employees focused on problem resolution. Areas include Check Processing Research and Adjustments, Teller Processing Research and Adjustments, and Debit Card Transaction Dispute Processing.• Leadership of four legacy Fleet Contact Centers with total FTE exceeding 1,200. Responsibilities include maintaining business momentum, executing cultural shift from Fleet to Bank of America, and flawless execution of the transition to one company.

Responsibilities• Leadership of the operating groups including managing three Customer Call locations, Payment Processing, Disputes, General Correspondence, Settlement, Research/Retrieval, Fraud Operations, and Credit Operations with total FTE exceeding 1,400. Accountable for servicing strategy, customer and employee satisfaction, financial operating performance, and process improvement.

Responsibilities:• All aspects of Credit Operations, Dispute Processing, Correspondence, and Research with a staff of over 500 FTE.