Experience

Mission Lane

• United States
• Financial Services
• 200 - 300 Employee

• Business Manager, Credit Analytics

  • Nov 2022 - Present



Ally

• United States
• Financial Services
• 700 & Above Employee

• Manager, Business Analytics

  • Apr 2022 - Oct 2022

  Columbus, Ohio, United States



JPMorgan Chase & Co.

• United States
• Financial Services
• 700 & Above Employee

• Senior Associate, Data Product Management

  • Jun 2021 - Mar 2022

  United States • People manager with one direct report, managing a banker tool that highlights client's financial relationships, enabling bankers to engage with clients in an impactful way, including sales and relationship deepening. • Own banker engagement and training, user experience, enhancements, controls, and trigger-based leads workstreams while providing project management support to the rest of the product team. • Early accomplishments include the launch of a job aid series for end users, the… Show more • People manager with one direct report, managing a banker tool that highlights client's financial relationships, enabling bankers to engage with clients in an impactful way, including sales and relationship deepening. • Own banker engagement and training, user experience, enhancements, controls, and trigger-based leads workstreams while providing project management support to the rest of the product team. • Early accomplishments include the launch of a job aid series for end users, the rollout of 6+ new enhancements, increased usage of the product by 15% over 4 months, 50% improvement in tool performance (average time per action), led numerous training sessions for dozens of bankers and managers, and migrating to a new, more sustainable underlying data asset.

• Associate, Analytics Solutions

  • Sep 2019 - May 2021

  Columbus, Ohio Area Focused Analytics Solutions Team (FAST) • Member of internal Data & Analytics consulting team; worked on numerous engagements including Auto, Card Collections, Small Business Banking, Finance, and Strategy in a data project manager role. • Projects included modeling proof of concepts, data asset development and maintenance, reporting, process improvement, customer strategy; created analytical plans, managed stakeholders, and communicated results. • Managed Auto Analytics pricing model… Show more Focused Analytics Solutions Team (FAST) • Member of internal Data & Analytics consulting team; worked on numerous engagements including Auto, Card Collections, Small Business Banking, Finance, and Strategy in a data project manager role. • Projects included modeling proof of concepts, data asset development and maintenance, reporting, process improvement, customer strategy; created analytical plans, managed stakeholders, and communicated results. • Managed Auto Analytics pricing model proof of concept project, showing a $15M+ opportunity from a machine learning sales probability model approach vs. the legacy strategy of simple market average pricing. • Led onboarding of 21 new analysts in the 2020 FAST cohort, planning their first month of learning, case work, and speakers; assigned case teams, mock partners and case coaches, assigned and trained buddies to support new hires. • Mentored junior analysts in creation of the training and development plan for the team’s inaugural internship.



PPG

• United States
• Paint, Coating, and Adhesive Manufacturing
• 700 & Above Employee

• Management Development Intern

  • May 2018 - Aug 2018

  Greater Pittsburgh Area • Headed effort to standardize raw material allocations methods to appropriate business unit within shared facilities. • Assessed current-state methodologies and processes for four dozen shared facilities across the globe and analyzed financial impacts to each business as a result of proposed standard, impacting over $250M in raw materials inventory.



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Principal Business Analyst

  • Feb 2016 - May 2017

  Richmond, Virginia Area • Led a two-phased project to fundamentally transform call center staffing strategy; worked with counterparts across Telephony, Agent Readiness, and Workforce Management to gain buy-in to ensure successful rollout. • Analyzed agent metrics by occupancy rates to model overall service level outcomes at various supply to demand ratios; defined optimal strategy by queue, resulting in efficiency gains (reduced FTE) of up to 7%. • Implemented new staffing strategy to target service levels based… Show more • Led a two-phased project to fundamentally transform call center staffing strategy; worked with counterparts across Telephony, Agent Readiness, and Workforce Management to gain buy-in to ensure successful rollout. • Analyzed agent metrics by occupancy rates to model overall service level outcomes at various supply to demand ratios; defined optimal strategy by queue, resulting in efficiency gains (reduced FTE) of up to 7%. • Implemented new staffing strategy to target service levels based on modeled results, rather than being constrained by agent occupancy, which reduced FTE costs by $2M in 2016 and $5M in 2017. • Mentored a team of junior analysts in week-long development program case competition; facilitated group progress through guidance and support while providing team autonomy to be self-directed.

• Sr. Operations Analyst

  • Aug 2014 - Jan 2016

  Richmond, Virginia Area • Collaborated with IVR (Interactive Voice Response) Analytics team to propose an IVR solution for the increasing trend of debit card payments in the agent channel; solution rolled out in Q3 2015 and reduced operating costs by $4M in 2016. • Produced agent cost projections for direct use in new partner bids and negotiations, working with a cross-functional team to account for portfolio characteristics (e.g. service levels, footprint constraints, etc.); sized 12+ deals ranging from $1M to… Show more • Collaborated with IVR (Interactive Voice Response) Analytics team to propose an IVR solution for the increasing trend of debit card payments in the agent channel; solution rolled out in Q3 2015 and reduced operating costs by $4M in 2016. • Produced agent cost projections for direct use in new partner bids and negotiations, working with a cross-functional team to account for portfolio characteristics (e.g. service levels, footprint constraints, etc.); sized 12+ deals ranging from $1M to $150M in annual costs, with COF winning 3 of those bids. • Created daily call volume and handle time forecasts for 2 new partners converting a back book portfolio in Q3 2015 resulting in approval for 120 additional FTE to service new customers through the transition to COF as the new issuer.

• Operations Analyst

  • Jul 2013 - Jul 2014

  Richmond, Virginia Area • Published daily call volume and handle time forecasts on a weekly cadence for 11 servicing queues extending 52+ weeks; forecasts drove an operational budget of $150M+ annually and proactive staffing to meet demand. • Evaluated enterprise level initiatives impacting millions of customers for call volume impacts; assessed over 600 initiatives including reissuing 10M+ plastics to customers to comply with credit card industry regulations. • Calculated call rates by account age to quantify… Show more • Published daily call volume and handle time forecasts on a weekly cadence for 11 servicing queues extending 52+ weeks; forecasts drove an operational budget of $150M+ annually and proactive staffing to meet demand. • Evaluated enterprise level initiatives impacting millions of customers for call volume impacts; assessed over 600 initiatives including reissuing 10M+ plastics to customers to comply with credit card industry regulations. • Calculated call rates by account age to quantify impact of strong account growth, driving growth of 300 FTE in Q3 2014, a new site in Q1 2015, and increased dialogue between Operations and M&A on new account projections.