Experience

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  Equifax

  May 2008 - Sept 2019

  Throughout my tenure as a Senior Director of Professional Services and Customer Support at Equifax, I oversaw fulfillment and consulting activities for a diverse portfolio of 350 corporate and public sector clients while providing custom fraud and compliance solutions through trusted compliance and risk management products. I directed end-to-end customer experience from pre-sales engagements to post-sales and technical customer support services to enhance overall customer satisfaction and retention.Highlights of accomplishment in this role include:➙ I mitigated risk and secured organizational assets by leading the identification and deployment of fraud consultancy services and solutions.➙ I obtained 12 strategic customer renewals and maintained 100% client retention by building and maintaining positive rapport with clients.➙ I reduced rework and completed 104 consecutive defect-free projects by transforming team structure, resources, and operating model.➙ I boosted product quality and customer experience by updating roadmaps in collaboration with product management and the sales team.➙ I uplifted platform stability and uptime by 4.6% to over 99.9+% and ensured consistent operation of applications.➙ I secured $173M in contract extensions over five years by increasing customer confidence through enhanced reliability, service management, and operational excellence. Show less In this capacity, I implemented professional service delivery techniques to drive client success, revenue growth, and organizational excellence. I supervised 25 geo-distributed cross-functional team members, including business consultants, solution architects, and engineers in an agile environment for banking and lending credit risk-based decision solutions.Highlights of accomplishment in this role include:➙ I avoided a loss of $27M in annual revenue by managing at-risk customer relationships within the portfolio, including financial institutions.➙ I contributed to $47M of business unit and $250M of enterprise annual revenue within Equifax by driving strategic client initiatives. ➙ I reduced customer delays and improved business value for the enterprise by managing the 16-week backlog of pipeline opportunities in collaboration with the sales leadership team.➙ I rationalized 86 unique customer implementations into six scalable regulatory-compliant solution patterns by leading a sub-team of consultants and architects for product and platform innovation.➙ I improved the sprint completion rate from 40% to 88% over 42 days by redesigning the operating model to better align with agile practices. Show less As a Senior Program Manager and Lead Consultant, I reduced program delivery time and cost by advising customers to phase out legacy customizations. I oversaw delivery roadmaps from requirements to post-production hand-off for strategic banking and lending customers.Highlights of accomplishment in this role include:➙ I resolved compliance issues by collaborating with product and other delivery leaders and conducting audits of 100% of U.S. risk solutions as a risk specialist providing first-line of defense responsibilities while also authoring broader guidance to the organization (1LOD/1.5LOD specialist)➙ I optimized billable resource utilization for professional services consultants by building and training a new L2 business support team in collaboration with service management leaders.➙ I restored and strengthened relationships with 14 at-risk accounts, all in the company’s top 20 customer list. Show less Achieved Q1 2014 One Equifax Award for extraordinary efforts as International IT product owner. Managed solutioning and delivery across UK, Iberia, and Latin American regions with geo-distributed team of 25 resources across four continents. - Collaborated with product management and UK sales leaders to align technology opportunities to scalable solution patterns contributing to 47% growth over two years. - Served as product owner for UK capital product development to support government sector with investigative activities. Show less Received Q4 2010 One Equifax Award for UK Technology expansion efforts and Q4 2008 One Equifax Award for VIP strategic account delivery. Oversaw multiple strategic customers throughout delivery lifecycle from pre-sales to production implementation. Served as SME for specialized risk policy design and data attribution development. Presented human capital analysis of IT organization to senior leadership to revamp talent management efforts. Led sub-team for knowledge base that reduced defects on key and setup tasks. Created IT Co-op program with Georgia Tech to attract recruits Show less

  • Senior Director of Professional Services and Customer Support

    Jan 2018 - Sept 2019

  • Senior Director of Professional Services

    May 2016 - Jan 2018

  • Senior Program Manager and Lead Consultant

    Oct 2014 - May 2016

  • Senior International Program Manager

    Jan 2013 - Oct 2014

  • International Professional Services Consultant

    May 2012 - Jan 2013

  • Ex-Pat: UK Professional Services Consultant

    Jan 2012 - May 2012

  • Professional Services Consultant II

    Dec 2010 - Jan 2012

  • Professional Services Consultant I

    May 2008 - Dec 2010
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  Mckesson

  Sept 2019 - Oct 2020

  Executive director of product development

  As an Executive Director of Product Development at McKesson, I led product development and delivery within Relay Health (a $500M business unit with the organization of 140 geo-distributed employees and 27 contractors) in the pharmacy technology business, including R&D, technology roadmaps, and future NPI opportunities. I mentored developers, quality assurance (QA) specialists, architects, and technical product owners, managers, and senior directors. I launched time-sensitive COVID-19-related products and solutions defect-free while improving customer stickiness.Highlights of accomplishment in this role include:➙ I reduced product time to market by 50% by architecting a transformation program for product development technology, methodology (hybrid agile PDLC), and culture.➙ I reduced team engagement time from seven to one month by developing a highly-skilled architecture team to provide earlier technical guidance for more effective product design.➙ I improved vertical alignment and cross-functional collaboration and removed silos by re-engineering business unit organization.➙ I optimized BAU delivery needs and built the foundation for cloud modernization staffing strategies by managing vendor negotiations and structuring business case for the investment council. Show less

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  Transunion

  Jan 2021 - Feb 2024

  As a Director of Product Development Operations at TransUnion, I advised C-Suite across business units on improving operating practices, culture, and incentives within change-resistant environments based upon leadership and employee feedback to deliver high-quality products. I guided enterprise change initiatives for delivery, PDLC, agile organizational design, and delivery culture that led to the development of executive KPI dashboard and portfolio management practices with quarterly improvement OKR targets through CY2024.Highlights of accomplishment in this role include:➙ I developed a language framework and design principles at TransUnion to improve organizational structure and operational methods that influenced the CEO in sponsoring strategic planning and transformation (culminated in a top-five company-wide initiative targeting operational inefficiencies).➙ I conducted a comprehensive review of strategic 3YP and product performance of 8,000+ products for product rationalization and technology modernization to influence 2024 technology plans.➙ I led agile organizational improvements and managed principal consultants specializing in enterprise operating models with a focus on lean portfolio management, product development operations, and process engineering. ➙ I optimized the organizational design of a $3B+ portfolio consulting senior leadership on corrective actions for alignment issues across a global product development portfolio of 200 scrum teams and 38 Agile release trains with >3K engineers and product developers.➙ I decreased process waste by $35M/yr and elevated developer capacity by 14% while consulting senior leadership on PDLC. Show less While serving as a Director of Product Development at Global Fraud Solutions, I managed the digital insights product portfolio within the fraud. I also oversaw technical product ownership and delivery of a all global fraud domains including identity, data analytics, risk-based insights/authentication, and digital solutions by managing product owners.Highlights of accomplishment in this role include:➙ I decommissioned four unprofitable products and optimized resource reallocation by leading teams and driving the rationalization of the portfolio.➙ I implemented proactive measures to secure a crucial revenue stream representing 24% of total revenue, preserve the product from marginalization, and ensure relevance within the market while navigating external threats to product viability.➙ I boosted product effectiveness and secured consumers in online commerce by lobbying industry leaders and consumer advocacy groups to revitalize data privacy policies and support fraud prevention services.➙ I improved delivery predictability and acceptance rate from 46% to 85% over nine weeks by addressing deficiencies in ways of working. Show less

  • Director of Product Development Operations (Director of Ways of Working)

    Apr 2022 - Feb 2024

  • Director of Product Development - Global Fraud Solutions

    Jan 2021 - Apr 2022
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  Conflux

  Feb 2024 - Aug 2024

  Associate principal

  Currently, I am working as an Associate Principal at Conflux Digital Ltd, I deliver technical services and guidance to US and international companies in navigating change and improving ways of working, strategy formulation, value stream, organizational alignment, and SDLC/PDLC. I coordinate business development for a UK-based specialty consultancy supporting international financial services companies and global shipping and logistics companies.Highlights of accomplishment in this role include:➙ I piloted structuring of the company's consulting services, operating framework, and customer success strategies to optimize Conflux Digital's operations and facilitate growth trajectory.➙ I drove operational effectiveness and business growth by improving customer experience and repeatable processes for proposal building. Show less

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  Truist

  Aug 2024 - now

  Svp, technology strategic remediation operations director