Tina W. Email and Phone Number

Consumer Card Underwriting Operations Consultant – Business Support Manager with a focus on Associate Satisfaction and Engagement •Develop and administer high level projects for targeted employee relations solutions through training and communication to support leadership development, organizational development as well diversity training and human resource needs•Manage all survey data from our vender Valtera and present findings to executives across the large organization of 3,500 FTE as well as continued connections through focus groups on all levels•Develop, present, facilitate and execute action planning and progress monitoring with the line of business executives, leaders and support partners to achieve and sustain targeted engagement levels across organization and enterprise•Create a sustainable marketing and communication strategy to socialize change management throughout the enterprise incorporating talking points, message maps and newsletters on behalf of executives•Managed a Global Recognition budget of 2.5M for 3,500 FTE•Delaware Community Volunteers Chair, responsible for developing and sustaining the philanthropic strategy for 10,000 employees in the Delaware Market as well as providing guidance on policy and procedures, while exceeding our local goal of 110,00 volunteer hours as well as our enterprise goal of 2M volunteer hours yearly•Christiana Site Leader Support, responsible for the day-to-day operation, workflow and event planning of the staff and facility while establishing and presenting business continuity, communication and human resource protocol for 3,000 employees on behalf of the executives in each line of business

Direct support of the executive responsible for the New Account Acquisition Credit organization in the United States and Canada. Responsibilities included: financial control/budgeting, personnel processes for all FTE, audit/compliance including OCC reviews, project coordination of all scope and size, process improvements in all areas of business, business continuity, and communication creating and sustainment: •Applied business and technical knowledge in determining end-to-end design requirements for communication and education across multiple lines of business regionally (Credit Acquisition, Consumer Lending and Small Business Lending)•Supported human resource initiatives including talent planning, staffing support and talent planning•Assisted executive in day to day planning and execution of responsibilities including project management, recognition, operations management, budget, staffing, succession planning, education as well as regulatory and business continuity•Managed financial budgets for organization regionally for travel, FTE as well as recognition and supply management

Developed and administered a continual education plan for associates, leaders, sales partners in all areas of Credit including Retention, Best Customer Unit, Existing Credit and Credit Acquisition as well as business partners in Customer Service, Fraud, Activation and other supporting lines of business:•Applied business and technical knowledge to create and administer end-to-end design requirements for weekly education across 6 lines of business incorporating 8 regions of operations• Managed and executed all regulatory and technology projects to ensure change management occurred without interruption to enterprise operations or customer satisfaction •Managed all aspects of weekly regional listening sessions, including executive listening, while maintaining the call library and providing teaching points to associates and leaders •Managed and researched any continuing education related questions from all levels of management to ensure timely follow up and communication

Learning and Leadership facilitator for both Delaware and Hunt Valley sites within Credit Operations:•Responsible for creating, preparing and delivering all educational material for new hires in both the Retention and Best Customer Unit •Education included but was not limited to lender certification, regulations, customer delight as well technology and core line of business acumen

Account Manager in Retention, Existing Credit and Collections.