Scaled Agile certified SAFe 5.0 Product Manager leading Sales Call Center and School Assist. Team responsible for project management of non-agile work, risk management activities and prod support.

Lead for specialist-facing system enhancements including Personal Loan design. Project managed all internal projects including launch of OMS and chat.

Project managed all internal projects for Sales Call Center and School Assist including onshoring initiative and company split. Also managed Quality Team responsible for education and procedures.

Managed team of Sales Call Center Specialists. Developed ad hoc reports and automation to monitor key performance indicators.

Designed variable workforce model used to forecast app volume, dialer leads, call volume and staffing requirements for onshore and offshore agents in Private Credit organization. Output ranges from 30 minute interval to full year view.

Managed core processes including Talent Planning, Pay for Performance, Stakeholder Reviews, On Boarding, Enterprise Nominations, and Slating for Global Card Services.- Directly impacted over 30,000 associates located in US, Canada, Asia, and Europe- Partnered with Human Resources, Staffing, Compensation, and Leadership Development- Managed several process changes including the development of a communication process, slating re-design, and Pay for Performance improvements

Supported North America Card Services with reporting, project management, succession planning, data analysis, and event planning.- Organized top talent networking events in North Carolina, Delaware, and California- Created management routines used by Learning and Leadership Development- Partnered with the Consumer Talent Council to proactively engage senior leaders leading to a reduction in attrition and increasing associate satisfaction

Managed the charge-off process including forecasting, reporting, database management, ad-hoc analysis, and processing to ensure Fraud adheres to all FFIEC guidelines.- Managed the charge-off of 30,000 accounts with balances totaling 22MM per month- Multiple product lines included US Card, Consumer Finance, Amex, and EBLOC- Proficient with all Microsoft applications, InfoQuest, CMS, FOCUS, Total Systems, and MBNAIS

Coordinated the data flow used in Fraud Policy and other key business areas within Fraud including Strategies and Operations while completing various ad-hoc analyses.

Managed 425 large corporate relationships with spend of 300MM by assisting various levels of management with incoming phone, fax, mail, and online inquiries.

Maximized approvals by exhausting every opportunity to maintain credit quality.

Managed portfolio of potential losses from 5 day through 210 day.

Overcame objections to save and activate accounts while increasing outstanding.

Responded to incoming telephone inquiries.