Experience

Mercury® Financial

• United States
• Financial Services
• 100 - 200 Employee

• Head of Digital, UX and Payment Strategy

  • May 2021 - Present

  Wilmington, Delaware, United States The Head of Digital, UX & Payments sets the strategy and roadmap for digital capabilities and payments. Management of the mobile app, website, mobile wallets, digital cards, and redefining how consumers pay their credit card with best in class products and experiences. • Led UX team in company key project of redesigning the Mercury app & website from customer journey, prototype to launch • Product management of digital capabilities. Pivoted technology teams from waterfall to scrum teams… Show more The Head of Digital, UX & Payments sets the strategy and roadmap for digital capabilities and payments. Management of the mobile app, website, mobile wallets, digital cards, and redefining how consumers pay their credit card with best in class products and experiences. • Led UX team in company key project of redesigning the Mercury app & website from customer journey, prototype to launch • Product management of digital capabilities. Pivoted technology teams from waterfall to scrum teams and iterative delivery • Completed market research and testing on mobile app to provide differentiating design and capabilities delivering on brand • Increased mobile app adoption 20% through marketing campaigns, and feature enhancements from consumer feedback • Ideated, tested, and implemented split-up payment product in Mobile App allowing consumers to pay more by easily splitting a larger payment into 2, 3 or 4 payments. 80% of users found the experience helpful • Released new recurring payment product aligning card due date to a customer’s pay dates, and splitting payments to weekly, bi- weekly or monthly to align with when they get paid improving payment performance and reducing customer delinquency • Collaborated with outside counsel and general counsel creating documentation to submit provisional patent on Mobile App platform and Mobile App design creating company value through intellectual property • Collaborated cross-functionally to design and implement personalized experiences within mobile, web and e-mail channels • Completed patent filing of mobile app and platform securing IP value for the company • Completed app rating campaign raising App Store railings from 3 to 4.5 stars

• Payments Marketing Lead

  • Jun 2020 - May 2021

  Wilmington, Delaware, United States The Payments Product Manager sets the payment strategy and roadmap for payments. Aspiring Prime segment has unique requirements in payments and the strategy on payment acceptance is key to credit card performance in this segment. -Increased payments by 8% YoY while decreasing returns by 27% through deployment of strategy & partnership with Ops & Risk -Enhanced ACH NSF resubmission process reducing reversal rate by 7.7% and increasing payments by$163k per annum -Developed payment… Show more The Payments Product Manager sets the payment strategy and roadmap for payments. Aspiring Prime segment has unique requirements in payments and the strategy on payment acceptance is key to credit card performance in this segment. -Increased payments by 8% YoY while decreasing returns by 27% through deployment of strategy & partnership with Ops & Risk -Enhanced ACH NSF resubmission process reducing reversal rate by 7.7% and increasing payments by$163k per annum -Developed payment product roadmap to deliver iterative value based on customer value, business value and cost while fulfilling brand promise of easiest to pay and helping 95% of our customers pay on time -Decreased payment complaints 21% by implementing real time updates in all channels of payment activity -Led cross collaborative team to redesign statement. Reduced check payments at wrong address by 20% increasing time to post -Point person for capturing business requirements, partnering with EPMO, technology and other areas to write user stories -Implemented Early Warning System validation and additional controls of bank accounts, reducing payment loses by $2mm annually -Conducted market research leading to successful deployment of key new payment products

• Operations Product & Process Engineering Lead

  • Apr 2019 - Jun 2020

  Wilmington, Delaware The Operations Product & Process Engineering Lead is the Product Owner for all of Ops. This is a key role to act as a liaison between Ops and Technology, gather all requirements, identify OpEx saves and implement controls. Through Lean & Agile principles, the Product & Process Engineering Lead delivers business value to the business and customers. -Launched ACH Insufficient Payment resubmissions generating an additional $4.5mm in payments per annum -Reduced Debit Card chargeback… Show more The Operations Product & Process Engineering Lead is the Product Owner for all of Ops. This is a key role to act as a liaison between Ops and Technology, gather all requirements, identify OpEx saves and implement controls. Through Lean & Agile principles, the Product & Process Engineering Lead delivers business value to the business and customers. -Launched ACH Insufficient Payment resubmissions generating an additional $4.5mm in payments per annum -Reduced Debit Card chargeback volumes from 100 per month to 9 -Designed & implemented new ACH Late Return process saving ~$200k per annum -Implemented Electronic BillPay shifting 5% of payment volume out of the Lock Box and reducing timeframe from 18 to 3 days -Implemented Mastercard RPPS for Balance Transfers reducing average age to fulfill from 45 days to 2 -Implemented payment vendor changes reducing invoicing by $200k per annum -Developed 10 new policies and procedures -Wrote basic SQL queries to identify customers and abusive payment patterns -Identified significant AutoPay return rate. Designed and implemented unenroll process reducing return rate by 40% within channel, 12% over all reducing payment return dollars by $1.5mm per annum with an OpEx save of $45k per annum -Led collaborative team to Design and implemented Collections Website to increase collections activity and decrease roll rates with a loss reduction impact of $600k per annum -Led requirements gathering for all COVID-19 related projects implementing several key initiatives keeping the business afloat and customers current including several digital initiatives



Barclays

• United Kingdom
• Financial Services
• 700 & Above Employee

• AVP, Emerging Digital Payments Manager

  • Jul 2018 - Apr 2019

  Wilmington, Delaware Emerging Payments is a fast, exciting and growing space impacting the financial industry. As customers demand quicker, easier, and more secure ways to pay, financial institutions need to leverage a product manager with the technical SME to set the strategy for payment offerings to provide customers with a frictionless experience and increase revenue. -Released push provisioning from the Barclays app to the mobile wallets leading to a 50% uplift in MoM wallet activations -Completed a… Show more Emerging Payments is a fast, exciting and growing space impacting the financial industry. As customers demand quicker, easier, and more secure ways to pay, financial institutions need to leverage a product manager with the technical SME to set the strategy for payment offerings to provide customers with a frictionless experience and increase revenue. -Released push provisioning from the Barclays app to the mobile wallets leading to a 50% uplift in MoM wallet activations -Completed a one time clean up of store card credentials at PayPal updating over 50% of stored cards that were previously stale increasing spend and reducing transaction declines -Completed enrollment of Credential on File Tokenization reducing cardmember friction in the card not present space -Set strategy for roll out of dual interface chip cards -Brought instant provisioning to pilot allowing for instant issuance and spend at time of application approval though the Apple Wallet -Engaged networks to work towards release of Secure Remote Payment to reduce cardmember friction in online space

• Lean Delivery Analyst

  • Aug 2017 - Jul 2018

  Wilmington, Delaware Lean Delivery Analyst work with key stakeholders to create a differentiated customer experience globally to help Barclays achieve ambitions. This includes current condition assessments, operational excellence, and transformational process reviews covering customer, colleague company, control and citizenship. -Continued work on End to End Claims project reducing FTE by 35 in 2018 -VISA SME for bank and worked with Fraud Ops to ensure compliance with new Visa Claims Resolution process… Show more Lean Delivery Analyst work with key stakeholders to create a differentiated customer experience globally to help Barclays achieve ambitions. This includes current condition assessments, operational excellence, and transformational process reviews covering customer, colleague company, control and citizenship. -Continued work on End to End Claims project reducing FTE by 35 in 2018 -VISA SME for bank and worked with Fraud Ops to ensure compliance with new Visa Claims Resolution process -Conducted failure demand review, Identified and resolved card activation issue causing customer experience impact, loss of sales, and mobile cancel payment issues saving $625,000 annum -Completed and led Lean Review on Barclaycard US Subpoena receipt and response process developing much needed controls and reducing waste to maintain FTE allotment vs. expanding the team while saving $200k per annum -Assigned as Lean resource to three year global agent desktop project creating one desktop for all agent types regardless of role, credit card, retail banking, consumer loans or region identifying $10m over 5 years saves across five workflows -Completed 26 end to end maps for Billing and Payments Prudential Regulatory Authority requirements for FDIC and UK regulators identifying 38 steps for removal or automation and 25 customer experience enhancements

• Business Process Analyst

  • May 2016 - Aug 2017

  Fraud Operations As stakeholders expectations continue to grow, corporations must continue to innovate and reduce cost. Business Process Analysts are SME’s in Fraud Operations used for a variety of tasks such as, triaging system issues, tracking open incidents, improving existing processes or creating new processes and looking to automate where possible. -Automated EMV chargebacks increasing recovery by $20mm annually and reducing 17 FTE -Designed new Fraud and non-Fraud end to end process increasing… Show more As stakeholders expectations continue to grow, corporations must continue to innovate and reduce cost. Business Process Analysts are SME’s in Fraud Operations used for a variety of tasks such as, triaging system issues, tracking open incidents, improving existing processes or creating new processes and looking to automate where possible. -Automated EMV chargebacks increasing recovery by $20mm annually and reducing 17 FTE -Designed new Fraud and non-Fraud end to end process increasing customer first point of contact resolution from 44% to 80% -Wrote automated chargeback rules for Mastercard and Visa increasing chargeback automation to 70% and decreasing represenments by 20% -Managed stakeholders on projects impacting Fraud Ops to deliver products with positive impacts to business -Worked across business areas to deliver projects providing benefits across Fraud and other areas -Assigned to global project designing new workflows, cases, and case management rules -Partnered with technology on all projects impacting Fraud or Disputes process to develop future state process utilizing APIs

• Fraud Investigations Facilitator (project)

  • Apr 2015 - May 2016

  Newark, DE In a growing world of credit card fraud, Fraud Investigators are key for mitigating bank losses. The Facilitator role is responsible for the supervision, training, and development of the Investigators among other projects and tasks assigned by the VP of Fraud Investigations and Recoveries. -Trained new colleagues -Assigned to investigate CFPB complaints -Continued to support 30 agents in Wilton, ME site -Conducted QA on contractors and agents in Maine

• Fraud Investigator

  • Nov 2014 - Apr 2015

  In a growing world of credit card fraud, Fraud Investigators are key for mitigating bank losses by accurately assessing fraud claims for validity and maximizing recovery options. Quickly and accurately work cases to maintain high customer net promoter scores accurately analyzing case to determine how card was used and to appropriately issue credits and recover funds. -Placed on the Hall of Fame -Valued asset to leadership team in developing and training colleagues -Promoted to… Show more In a growing world of credit card fraud, Fraud Investigators are key for mitigating bank losses by accurately assessing fraud claims for validity and maximizing recovery options. Quickly and accurately work cases to maintain high customer net promoter scores accurately analyzing case to determine how card was used and to appropriately issue credits and recover funds. -Placed on the Hall of Fame -Valued asset to leadership team in developing and training colleagues -Promoted to General Investigations within first month -Selected for project role cross training Customer Service representatives in investigations within first three months -Consistently exceed performance metrics and achieving outstanding customer service ratings



Microsoft

• United States
• Software Development
• 700 & Above Employee

• Inventory Control Expert

  • Aug 2012 - Nov 2014

  Newark, DE



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Back of House Specialist

  • Dec 2010 - Aug 2012

• Mac Specialist

  • Aug 2008 - Dec 2010



Patterson Automotive

• Technician

  • Jun 2008 - Aug 2008

  Wilmington, DE