Experience

Strategic Partnerships

Expanded alliances with innovative start up and award winning fintech leaders, strengthening organizations market position and delivering new, differentiated solutions for client organizations.

Secured new partner relationships aligned to strategic growth priorities, increasing solution diversity and competitive differentiation.

Drove cross-functional collaboration to accelerate go-to-market execution and improve client onboarding.

Championed strategic partner-driven initiatives with leading Fortune 500 partnerships resulting in improved product adoption rates and client retention.

Product Management

Launched faster payments solution (FedNow, RTP) in less than 12 months with no incremental cost outlay, avoiding a $500K investment and positioning the CUSO's credit unions to be among the early adopters of faster payments.

A product leader and owner who brought the industry's first flat panel, print on demand instant issuance solution to the U.S. market, successfully modifying Visa's U.S. Operating Regulations to enable other financial institutions and significantly enhancing customer experience. While negotiating a $10M investment supporting the financial institutions primary brand mission.

Introduced a CUSO's first in-house credit card program, preventing client losses, strengthening retention, and generating recurring revenue; the solution became a key factor in ongoing contract renewals.

Generated measurable increases in usage and long-term member engagement by negotiating with strategic partners, to expand adoption of card and core solutions.

Responsible for P&L performance, delivering campaigns for transaction growth and improving customer onboarding experience to reduce abandonment rates.

Eliminated a paper based and inefficient workflow for a paid service allowing the team to improve and automate the process and manage the growing volumes for fraud and dispute claim services, leveraging Salesforce case flows and dashboards. Along with the development of a point and click claim process in core services to eliminate paper process within the credit union.

Led major strategic initiative for leading edge financial product overseeing multiple partners, operational deployment and system integrations, while developing vendor partnerships, pricing strategy, and to ensure 100% operational success at launch.

Unified two customer support teams by implementing cross training on core product knowledge, reducing call handoffs, improving first contact resolution, and boosting team confidence and job satisfaction.

Customer Success, Implementation and Training