Lead all direct and indirect origination channels for the consumer lending line of business, product design and strategy. Create and execute strategy and operations of underwriting, credit administration, processing, funding origination channels and strategy. Collaborate with other lines of business to define Telhio's consumer lending operations and origination model, set product mix and deliver a superior service experience.

Grew, managed and controlled the credit union’s $3.2B direct vehicle, credit card, signature loan, second mortgage and other consumer loan portfolios. Oversaw management efforts of underwriting, home equity processing, title and insurance teams. Ensured business units are operating efficiently, reliably and in compliance with applicable laws, regulations and rules. •Exceeded overall consumer loan portfolio growth goal by 4% in 2020 and over 5% in 2021.•Led project to implement remote online notarization for internal and external documents. Service used most frequently by home equity department where approximately 25% of WPCU home equity loans are now closed remotely.•Led project to introduce a fully automated small dollar loan product. Product portfolio grew to $13.6M since product launch in September 2021.•Introduced rewards credit card product in 2020 and designed three successful product campaigns. •Began primary vehicle sub-prime lending program in March 2020. Grew portfolio to $5.6M.

Developed and oversaw strategy, performance, service quality and contact center technology to efficiently and effectively deliver extraordinary member service. •Introduced automated call prioritization which routed calls based on employee skills.•Created Workforce Management department which provided staffing and scheduling analysis and recommendations backed by data.•Opened second 50 FTE call center location in June 2019. •Enhanced call flows to improve member experience by streamlining menus and reducing the time to first menu selection from 1 minute to 15 seconds.•Call Center Manager Certification (2019).

Globally managed a market of 26 member centers (branches). Created a service culture that balances the interests of the three WPCU stakeholders. Led and developed a team of Area Managers, created budgets, managed staffing levels and maintained a positive work environment.•Led Interactive Teller Machines (ITMs) project and following installations of over 50 ITMs. •Successfully opened multiple new and relocated member centers.•Leveraged transaction and lobby session data to reallocate staffing and increase scheduling efficiency. •Completed University of Dayton Emerging Leader program (2016).

Led branch team and service partners to increase branch revenue and pre-tax earnings, exceed customer expectations and grow branch business. Developed and executed action plans, managed expenses and created team environment.•Exceeded campaign goals in 3Q10, 4Q10 and 2Q11.•Led branch to qualify for 2010 Service Excellence Award (top 10% nationwide).•Increased Relationship Ratio from level 4 (lowest rating) to level 1 (highest rating).

Guided region of ten branches to grow core deposits, loans, achieve net profitability expectations, manage expenses, maintain compliance and staff appropriately. •Led 4 of top 5 branches in balanced scorecard results in 4Q08 •Designed the 2008 Retail Incentive Plan•Developed and implemented policies and procedures that assisted the bank in achieving business and financial goals.

Provided financial leadership and operational performance for the retail line of business in Cincinnati and northern Kentucky. Analyzed financial data and play a key role in developing the business strategy of the retail team. Perform budgeting, forecasting, analyzing performance, benchmarking, reporting and financial goal setting.

Coordinated activities of nine Cincinnati and northern Kentucky branches to achieve established goals. Leverage relationships with other lines of business and establish a team environment where ideas and best practices were shared. Regularly coach and motivate branch Managers and manage community involvement activities.•Ranked in top 10% on balanced scorecard in 1Q2006 and 2Q2006.•Increased contribution margin to 104% to goal.•Coordinated the opening of four DeNovo branches in northern Kentucky.

Managed operations of eight northern Kentucky branches. Focused on customer and employee satisfaction, retention, manage non-credit losses and contact management. Increased sector sales results by 35% and nominated for Circle of Excellence.