Jan 2024 – Jan 2025 · 1 yr

• Led rebuild of operations and client service functions. Served as trusted advisor for clients, including preparation for annual investor audits.
• Identified and launched successful new product in consultation with existing clients, resulting in a 25% increase in client’s annual revenue.

Jan 2020 – Jan 2024 · 4 yrs

• Citibank is a Global Systemically Important Bank, delivering financial services to millions of customers.
• Rebuilt and led a 300-member mortgage fulfillment team to support two lines of business, partnering with sales to deliver $2B in annual loan production and consistent 80% NPS.
• Led Shared Services team executing complex regulatory processes and controls and directing successful closure of Issues. Led Citi’s Center of Excellence for flood insurance compliance, contributing to a reduction in residual risk for the mortgage business.
• Led transition to a new LOS, improving operational efficiency, reducing expense by 15% and improving the client journey and employee experience.
• Championed employee engagement as head of Voice of the Employee Advocacy team, for 1,000 team members, driving 20% improvement in employee satisfaction metrics.
• Partnered with vendors and internal stakeholders to design and deliver a scalable outsourced operations solution, improving business stability.
• Oversaw initiatives to streamline operations, reduce cycle time, enhance KPI reporting and reduce risk.

Jan 2013 – Jan 2020 · 7 yrs

• Wellen Capital is a private equity-backed fintech providing financing to small businesses nationwide.
• Led design and build of a digital lending platform delivering financing solutions to an underserved market, enabling $500M in small business financing while ensuring scalability and compliance.
• Directed digital transformation initiative to streamline originations through automated data acquisition and handling, ML-based decisioning and a client-facing intake portal, driving 400% client growth and improved operational efficiency.
• Redesigned revenue model to eliminate costly and restrictive senior financing, strengthening financial performance and expanding capacity for product innovation.

Jan 2007 – Jan 2013 · 6 yrs · Chicago

• Rewards Network is a private equity-backed fintech delivering marketing and financing for small businesses nationwide. It powers internationally-known loyalty programs connecting millions of consumers to thousands of dining establishments.
• Led multi-site operations and client/member services, partnering with Sales to deliver $200M in financing to small businesses annually, and ensuring compliant operations.
• Implemented enterprise-wide credit risk framework, reducing credit expense by 75%, stabilizing financial performance and enabling a profitable take-private sale.
• Restructured multi-site operations, reducing operating expense by 35% while improving operational effectiveness. Developed and deployed KPI to monitor operational performance and identify improvement opportunities.

Jan 2006 – Jan 2007 · 1 yr · Chicago

• Smith Rothchild was a privately held specialty mortgage start-up now rebranded as Renovo Financial. The company delivers financing to small businesses engaged in residential and commercial property renovation.
• Led all lending operations, partnering with Sales and clients to drive an increase in the company's loan portfolio.
• Drove successful expansion to new geographies, partnering with new vendors and working with Sales to identify new markets.

Jan 1998 – Jan 2000 · 2 yrs

• Designed and deployed an automated workout resolution application, improving employee and customer experience and reducing credit expense by 15%.
• Led design and rollout of an automated decision platform, enabling instant initial credit decisions across 800 branches and enhancing lending speed.
• Conducted operational review of Citi’s consumer lending business in Japan, presenting process and risk control recommendations adopted by division CEO.
• Co-led creation of an industry benchmarking database with peer lenders, giving senior executives actionable insights into operational and performance metrics.

Jan 1996 – Jan 2006 · 10 yrs

• Citibank is a Global Systemically Important Bank, delivering financial services to millions of customers.
• Selected by leadership to build and lead operations for a new B2B business, creating a scalable platform that delivered $200mm in incremental annual revenue.
• Directed design and implementation of a new LOS, expanding client count 10X and improving client and team member experience.
• Led enterprise-level partnership with leading mortgage servicer to develop a white-label servicing solution, preserving the business’ largest client.
• Managed client services for over 80 mortgage banks, monitoring key metrics and SLA, and partnering cross-functionally to support client success and increase engagement.