Experience

Discover Financial Services

• United States
• Financial Services
• 700 & Above Employee

• Chief of Staff, Global Operations

  • Dec 2019 - Present

• Chief of Staff, Global Acceptance

  • Jan 2016 - Nov 2019

  Provide key aid to the SVP by rotating in management duties for the Global Commerce, Global Acceptance, and Global Operations departments. Spearhead the creation of investment roadmaps and strategic planning initiatives that set the long-term goals of these three global departments. Introduce innovative best sales practices and sustainable change management processes to the Global Acceptance team. Develop sales forecasts to identify and track new selling opportunities. Introduced quality control audits of internal teams that assessed compliance with contracting procedures and introduce process improvements to resolve gaps. Help coordinate logistics for leadership meetings, town halls, and external professional events.Key Achievements:- Created a 5-year strategic plan that prioritized 75 global, domestic, and corridor markets across 23 key network partners- Coordinated trainings and implemented the use of Salesforce in the daily sales techniques of the Global Acceptance Team- Collaborated with finance business partners to support the deployment of a new forecast tools Show less

• Manager, Strategic Merchant Relations

  • Jan 2014 - Jan 2016

  Directed the work of the Sales Optimization Project Management team to promote the creation and expansion of strong strategic partnerships. Introduced best practices to team members and guided the professional development of staff so they could achieve department goals. Reviewed and revised the contract management process to become more streamlined. Worked closely with Relationship Managers on maximizing support given to external clients. Ensured consistency in the management and execution of policy, procedures and establishment of internal controls.Key Achievements:- Successfully developed and launched the Merchant Engagement Model for optimizing sales opportunities Show less

• International Acceptance PMO Manager

  • Jan 2012 - Jan 2014

  Ensured that the long-term goals of the sales, marketing, and operations teams were aligned and synchronized to guarantee that all established milestones were achieved by their scheduled timeframe. Ensured compliance to Company and partner policy and procedure and actively managed to all milestones, taking a payment acquirer or Tier One merchant from a verbal commitment to becoming a production Payment Ser-vices partner for Discover Financial Services.Key Achievements:- Introduced new reporting and operational efficiencies that improved overall service delivery of projects- Champion process improvements that improve service delivery of projects; examples include new and improved reporting and operational efficiencies Show less

• Consumer Lending and Banking Manager

  • Jan 2009 - Jan 2012

  Direct and manage the Consumer Lending Process Control Team and Policy and Procedure team. Re-sponsibilities included working with HQ and Field team(s) to make recommendations regarding process enhancements and the development and documentation of all Consumer Lending and Banking Opera-tions Policy and Procedure content to ensure that all Policies and Procedure materials are reviewed on a regular predetermined schedule and updated as appropriate.Key Achievements:- Lead development of strategic Process Controls to ensure adherence of compliance with all applicable Federal and State regulations- Manage and support the development of Business Resumption plans for Consumer Lending and Banking Operations Show less

• Project Manager, Cardmember Services and Banking

  • Jan 2002 - Jan 2009

  Managed scope, data gathering, analysis, and testing initiatives for alternative payment channels and system enhancements. Led all audit, compliance, regulatory, policy, and training initiatives. Managed external vendor relationships and negotiated contract terms.Key Achievements:- Led implementation off Accounts Receivable Conversion (ARC) - Certified as an Accredited ACH Professional

• Operations Coordinator, Cardmember Services

  • Jan 2000 - Jan 2002

  Played a key role in the development, testing, implementation, and documentation of new credit card processes and products. Coordinated data gathering efforts and conducted business impact analysis for project initiatives.Key Achievements:Wrote and executed test cases to support numerous Cardmember payment initiatives including; online, IVR and payments with a call center agent