Experience

United Bridge Partners

• United States
• Construction
• 1 - 100 Employee

• Vice President, Tolling and Back Office Operations

  • Feb 2014 - Present

  United Bridge Partners (UBP) designs, builds, owns, and operates private toll bridges across the United States. UBP is backed by the New American Bridges Fund, a $1 billion equity fund managed by American Infrastructure Funds LLC., and uses zero state, federal, or local funds for projects. • Oversee operations for two all-electronic tolling assets and one city-awarded back-office contract • Lead strategy and implementation of five new all-electronic tolling assets and system… Show more United Bridge Partners (UBP) designs, builds, owns, and operates private toll bridges across the United States. UBP is backed by the New American Bridges Fund, a $1 billion equity fund managed by American Infrastructure Funds LLC., and uses zero state, federal, or local funds for projects. • Oversee operations for two all-electronic tolling assets and one city-awarded back-office contract • Lead strategy and implementation of five new all-electronic tolling assets and system development/data migration for city back-office contract • Responsible for expansion of UBP operational footprint to include six all-electronic toll bridges and one back-office contract • Develop requirements for technological initiatives aimed at maximizing efficiencies and increasing revenue • Formulate and implement strategies to strengthen the organization’s revenue capacity • Work closely with UBP’s CFO to monitor projects’ financial performance, trends, and forecasting • Participate in strategic updates and results to investor group • Provide guidance and recommendations for legislative initiatives, work with lobbyists, Senate Transportation Committees, and bureaucratic officials on legal reviews Show less United Bridge Partners (UBP) designs, builds, owns, and operates private toll bridges across the United States. UBP is backed by the New American Bridges Fund, a $1 billion equity fund managed by American Infrastructure Funds LLC., and uses zero state, federal, or local funds for projects. • Oversee operations for two all-electronic tolling assets and one city-awarded back-office contract • Lead strategy and implementation of five new all-electronic tolling assets and system… Show more United Bridge Partners (UBP) designs, builds, owns, and operates private toll bridges across the United States. UBP is backed by the New American Bridges Fund, a $1 billion equity fund managed by American Infrastructure Funds LLC., and uses zero state, federal, or local funds for projects. • Oversee operations for two all-electronic tolling assets and one city-awarded back-office contract • Lead strategy and implementation of five new all-electronic tolling assets and system development/data migration for city back-office contract • Responsible for expansion of UBP operational footprint to include six all-electronic toll bridges and one back-office contract • Develop requirements for technological initiatives aimed at maximizing efficiencies and increasing revenue • Formulate and implement strategies to strengthen the organization’s revenue capacity • Work closely with UBP’s CFO to monitor projects’ financial performance, trends, and forecasting • Participate in strategic updates and results to investor group • Provide guidance and recommendations for legislative initiatives, work with lobbyists, Senate Transportation Committees, and bureaucratic officials on legal reviews Show less



Capital One

• United States
• Financial Services
• 700 & Above Employee

• Extended Operations / Project Manager

  • Aug 2012 - Dec 2013

  Responsible for ensuring Operational Readiness for over 1900 Philippine associates conveying from HSBC to Capital One as part of the US Card portfolio acquisition from HSBC North America. Lead Project Manager for one of nine work streams in the Transition Program. • Collaborated with line of business stakeholders in order to establish the operations footprint. Launched a new network, consisting of 5 departments/10 queues and coordinated the movement and training of over 900+… Show more Responsible for ensuring Operational Readiness for over 1900 Philippine associates conveying from HSBC to Capital One as part of the US Card portfolio acquisition from HSBC North America. Lead Project Manager for one of nine work streams in the Transition Program. • Collaborated with line of business stakeholders in order to establish the operations footprint. Launched a new network, consisting of 5 departments/10 queues and coordinated the movement and training of over 900+ associates • Identified and mitigated key operational risks associated with establishing a new legal entity in the Philippines • Managed the process of attaining the required Collections Licensing in order to perform collection activities on behalf of Capital One and its affiliates; decreasing the number of restricted States from 44% to only 3% and increasing workable volume by nearly 60% • Managed cross-company contracts, Transitional Services Agreements (TSAs), between Capital One and HSBC for all Offshore Operations processes. Successfully exited 28 TSAs within pre-determined schedules, achieving a key deliverable for US Card integration objectives Show less Responsible for ensuring Operational Readiness for over 1900 Philippine associates conveying from HSBC to Capital One as part of the US Card portfolio acquisition from HSBC North America. Lead Project Manager for one of nine work streams in the Transition Program. • Collaborated with line of business stakeholders in order to establish the operations footprint. Launched a new network, consisting of 5 departments/10 queues and coordinated the movement and training of over 900+… Show more Responsible for ensuring Operational Readiness for over 1900 Philippine associates conveying from HSBC to Capital One as part of the US Card portfolio acquisition from HSBC North America. Lead Project Manager for one of nine work streams in the Transition Program. • Collaborated with line of business stakeholders in order to establish the operations footprint. Launched a new network, consisting of 5 departments/10 queues and coordinated the movement and training of over 900+ associates • Identified and mitigated key operational risks associated with establishing a new legal entity in the Philippines • Managed the process of attaining the required Collections Licensing in order to perform collection activities on behalf of Capital One and its affiliates; decreasing the number of restricted States from 44% to only 3% and increasing workable volume by nearly 60% • Managed cross-company contracts, Transitional Services Agreements (TSAs), between Capital One and HSBC for all Offshore Operations processes. Successfully exited 28 TSAs within pre-determined schedules, achieving a key deliverable for US Card integration objectives Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Department Manager - Quality Assurance

  • Jun 2010 - May 2012

  Responsible for leading the transition of North America quality processes to global servicing centers located in India and the Philippines. Manage the documentation, maintenance and updates of operational processes and supporting policies. Ensure overall operational compliance and remediation of independent compliance audits and applicable reporting; as well as partnering with senior management to improve process design and implementation.… Show more Responsible for leading the transition of North America quality processes to global servicing centers located in India and the Philippines. Manage the documentation, maintenance and updates of operational processes and supporting policies. Ensure overall operational compliance and remediation of independent compliance audits and applicable reporting; as well as partnering with senior management to improve process design and implementation. • Established offshore quality assurance (process audit) teams in Bangalore and Vizag, India. Migrated other quality functions in order to centralize the overall footprint; creating a more effective organizational structure and maximizing cost efficiency ratios • Achieved “business-as-usual” (BAU) status within the established thresholds and successfully integrated five new offshore teams within the Quality Assurance department • Reduced the number of contractual Performance Level Agreements (PLAs) by over 50%, thereby creating more efficient tracking of monthly performance results and billing • Identified a billing discrepancy resulting in a $75,000 departmental credit and a monthly savings of nearly $3500

• AVP - Global Projects and Operations Manager

  • May 2008 - May 2010

  Responsible for managing the performance of various operations functions migrated to offshore locations (India and the Philippines). Primary areas of responsibility include Retail (private label) as well as Credit Card customer care and collections processes. Act as first point of escalation for items related to performance and servicing level agreements. Manage action plans for rotational subject matter experts aimed to improve performance and reduce gaps. • Developed manager-level… Show more Responsible for managing the performance of various operations functions migrated to offshore locations (India and the Philippines). Primary areas of responsibility include Retail (private label) as well as Credit Card customer care and collections processes. Act as first point of escalation for items related to performance and servicing level agreements. Manage action plans for rotational subject matter experts aimed to improve performance and reduce gaps. • Developed manager-level training module and video tutorial (The Fundamentals of Coaching) to improve coaching capabilities. The module and video was trained to Global Operations Managers and launched across all offshore sites and processes as well as shared with US leadership groups as a best practice for manager development • Evaluated procedures for Retail and Card processes to align practices and procedures. The updates resulted in more consistent and favorable customer experiences, as well as improved employee engagement and morale • Developed various training modules aimed to improve Sales and Collections performance and reduce performance gaps between domestic and off-shore performance

• Department Manager - Collections

  • Sep 2009 - Apr 2010

  Selected for a short term assignment in the Philippines. Responsible for managing multiple Collections teams and identifying key areas for performance improvement. Develop the coaching capabilities of Operations and Front Line Managers and well as reduce performance gaps between US and offshore teams. • Managed a Collections group of up to 148 FTEs • Developed targeted agent-level training based on analysis and call listening sessions. Decreased and stabilized performance gap between… Show more Selected for a short term assignment in the Philippines. Responsible for managing multiple Collections teams and identifying key areas for performance improvement. Develop the coaching capabilities of Operations and Front Line Managers and well as reduce performance gaps between US and offshore teams. • Managed a Collections group of up to 148 FTEs • Developed targeted agent-level training based on analysis and call listening sessions. Decreased and stabilized performance gap between US and offshore teams by over 20% with continued improvement throughout the end of the assignment • Developed manager training to improve Coaching, Performance Management and Collections Call Model skill identification for agents with 2+ year tenure. Outliers within this population decreased from 31% to 15% over a two month period • Partnered with US subject matter experts in order to understand and implement best practices • Restructured new-hire training curriculum to improve call handling skills, decrease the learning curve, and improve 0-3 month performance. Results for the first class to graduate with the new curriculum were nearly 28% better in various key performance indicators, and overall performance was the best compared to all prior classes in that same year



HSBC / Household Credit Services (acquired by HSBC in 2003)

• Unit Manager

  • 2002 - 2008

  Metris Integration – White Marsh, Maryland Selected to transfer to a recently acquired site in White Marsh, Maryland (formerly Metris). Responsible for integration activities for new and existing staff. Assigned to manage various teams in order to assess performance gaps, develop training and improve performance. Tasked with evaluating existing career progression guidelines of front-line staff and developing a new career-path proposal and promotional criteria for Customer Service and… Show more Metris Integration – White Marsh, Maryland Selected to transfer to a recently acquired site in White Marsh, Maryland (formerly Metris). Responsible for integration activities for new and existing staff. Assigned to manage various teams in order to assess performance gaps, develop training and improve performance. Tasked with evaluating existing career progression guidelines of front-line staff and developing a new career-path proposal and promotional criteria for Customer Service and Collections agents. Lead unit manager for coordinating new hire interviews; empowered to conduct 2nd-level interviews and extend job offers. US-UK Partnership Project – Chesapeake, Virginia Selected as the lead manager for a 4-month cross-company project involving HSBC’s UK credit card division. Responsible for managing 24 collections agents, 1 unit manager, and 1 quality agent. Oversee the execution of training, while collaborating with on-site UK business partners and subject matter experts. Project objectives included operational readiness in order to enable the teams to collect on a UK-based credit card portfolio, while adhering to all applicable regulatory requirements and internal policies and procedures. Credit Card Services – Chesapeake, Virginia Responsible for outbound and inbound collections call groups, collecting on prime and sub-prime credit card portfolios in various stages of delinquency. Identify performance trends, create monthly development plans and skill-builder training. Review recorded calls, analyze call-model adherence, and provide feedback and coaching. Collaborate with other teams and departments to share best-practices. Show less Metris Integration – White Marsh, Maryland Selected to transfer to a recently acquired site in White Marsh, Maryland (formerly Metris). Responsible for integration activities for new and existing staff. Assigned to manage various teams in order to assess performance gaps, develop training and improve performance. Tasked with evaluating existing career progression guidelines of front-line staff and developing a new career-path proposal and promotional criteria for Customer Service and… Show more Metris Integration – White Marsh, Maryland Selected to transfer to a recently acquired site in White Marsh, Maryland (formerly Metris). Responsible for integration activities for new and existing staff. Assigned to manage various teams in order to assess performance gaps, develop training and improve performance. Tasked with evaluating existing career progression guidelines of front-line staff and developing a new career-path proposal and promotional criteria for Customer Service and Collections agents. Lead unit manager for coordinating new hire interviews; empowered to conduct 2nd-level interviews and extend job offers. US-UK Partnership Project – Chesapeake, Virginia Selected as the lead manager for a 4-month cross-company project involving HSBC’s UK credit card division. Responsible for managing 24 collections agents, 1 unit manager, and 1 quality agent. Oversee the execution of training, while collaborating with on-site UK business partners and subject matter experts. Project objectives included operational readiness in order to enable the teams to collect on a UK-based credit card portfolio, while adhering to all applicable regulatory requirements and internal policies and procedures. Credit Card Services – Chesapeake, Virginia Responsible for outbound and inbound collections call groups, collecting on prime and sub-prime credit card portfolios in various stages of delinquency. Identify performance trends, create monthly development plans and skill-builder training. Review recorded calls, analyze call-model adherence, and provide feedback and coaching. Collaborate with other teams and departments to share best-practices. Show less



Household Credit Services

• Financial Services
• 1 - 100 Employee

• Dialer Manager

  • 2001 - 2002

  Responsible for managing inbound/outbound dialer functions for the various Collections business units. Analyze department strategies and make recommendations to department leads. Oversee and train rotational resources. • Created training manual used for new employees, interns and rotations • Received Associate of the Year Award for outstanding performance Responsible for managing inbound/outbound dialer functions for the various Collections business units. Analyze department strategies and make recommendations to department leads. Oversee and train rotational resources. • Created training manual used for new employees, interns and rotations • Received Associate of the Year Award for outstanding performance



Consulate of Italy

• Assistant to the Consul

  • Sep 1996 - Sep 2001

  Responsible for various Consular processes, including but not limited to: passport/visa applications; birth, marriage and death certificate registrations, and Italian military draft deferrals. Translate documents from English-Italian and Italian-English. Meet with constituents, answer questions, and provide guidance on Consular services. Responsible for various Consular processes, including but not limited to: passport/visa applications; birth, marriage and death certificate registrations, and Italian military draft deferrals. Translate documents from English-Italian and Italian-English. Meet with constituents, answer questions, and provide guidance on Consular services.