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Yyyyyy x. yyyyyy
4316 Lakeway Blvd. | Xxxxxx, XXXXXX xxxxxx xxx-xxx-xxxx | abc@xyz.com
Self-assured, capable and hardworking Chief Executive Officer with years of progressive leadership experience in the areas of Consumer Financial Services, Health Care Insurance and FinTech/Start-ups. Possess a diverse working background with success in operational leadership roles. Highly effective in managing organizational process and technology functions. Serve as an accessible, decisive and dynamic leader who maintains a consistent focus on customer satisfaction to deliver results. Adept in effectively recruiting, developing and retaining talented individuals. In pursuit of a senior-level opportunity in a C-Suite capacity at a large, consumer-branded company or a private equity portfolio firm in need of build and sell leadership. Targeting Financial Services, but open to any potential industry given diverse background. Aiming to remain in Xxxxxx, but open to nearly anywhere for the right opportunity.
Highlights
Entered the second half of 2017 with numerous NDA/Contracts and new B2B Prospects in the Aliya sales pipeline
Achieved full funding, but currently exploring n strategic Series-A as 2017 closes out into 2018 for Aliya
Oversaw all Medicare Operations for 1.2K Aetna employees including those in the areas of Enrollment, Service, Claims and Grievances & Appeals
Ensured high-caliber customer service, operational efficiency and attainment of short- and long-term USAA bank infrastructure initiatives
Served as the founder and President of a company that offered tailored consulting to clientele
Integrated the HSBC leadership team for service, sales, and collections which ultimately yielded improved customer experiences, increased Call Center revenues and alleviated credit losses
Possess a strong military background that led to sharpened skills in leadership, staff management, administration, finance and teamwork
Professional Experience
ALIYA FINANCIAL TECHNOLOGY & ANALYTICS | Chief Executive Officer (2015-Present)
Oversee operations for a privately-owned start-up that works in partnership with financial institutions to deepen and broaden relationships with its existing customer base
Call on advanced analytics, modeling, credit policy, technology, lending capital and investment management best practices
Take on accountability for Strategy, Product Development, Business Growth, Operations, Technology, Finance, Legal and Compliance.
Went live with a Top 10 U.S. bank after a year of alpha development; generated over $100M in new opportunity space UI loans
Simultaneously finalized the closure of a multi-year, multi-million-dollar revenue contract for the full spectrum use of Aliya Solutions
AETNA | Vice President, Consumer Business Service Operations & Member Experience (2012-2015)
Vice President, Private Exchange Service Experience (2013-2014)
Devised highly effective member experience strategies
Aided in the design and daily execution of all service functions for of a newly created Direct-to-Customer Health Plan business
Directed all facets of the consumer experience associated with Aetna s Private Exchange platform and all Licensed Agents Call Center Service Operations.
Vice President, Enterprise Consumer Engagement & Medicare Operations (2012-2013)
Skillfully Identified, designed and introduced enterprise initiatives to transform Aetna into a consumer-centric organization
Worked across specific areas of focus including digital assets such as the Aetna.com website, Shop, Buy and Enroll, Member Self-Service, as well as Voice of the Customer analytics
USAA | Head of Bank Operations (2010-2012)
Headed daily functions including deposits, checking, credit card, mortgage, auto, and consumer lending
Managed the performance of more than 2.3K USAA staff members
Led fulfillment, collections, bank infrastructure, innovation, voice of the customer, third-party, and capacity/productivity
Yyyyyy x. yyyyyy
Continued
Head of Credit Card (2010-2012)
Developed and set forth an overall strategy to measure the performance of and compliance with the credit card business
Aimed to provide choices to military members and their families specific to insurance, banking, investments and related advice
Fueled YOY double-digit growth in new accounts and gross sales via new product development and improved marketing approaches
Made certain that already-developed strategies met the underlying mission of USAA
ACCELERATED VALUE, LLC | President (2008-2010)
Founded and singlehandedly controlled the operations of a customized consulting firm
Centered on financial services credit risk management, risk control/collections, Call Center management and organizational leadership development
Delivered business leadership to clients across numerous IT projects
HSBC, NORTH AMERICA | EVP, Head of Credit Card & Retail Lending Operations (1999-2008)
Chief Operating Officer, Credit Card (2005 2007)
Managing Director, Collections (2003 2005)
Group Director, Collections (2001 2003)
Director, Risk Management & Special Operations (1999 2001)
Handled core operations for credit, customer service, sales, fraud, collections, partner management, strategy, support, and back-office functions as an integral member of HSBC s Card and Retail Lending business unit
Launched a customer experience utility that delivered new technology and tactics to steer immediate, continued customer experience improvements
Supervised over 12K employees in 11 service centers in the U.S. and globally
Transferred senior A players to sister business units in times of need, e.g. mortgage and consumer lending
Managed an $850M annual operating budget, $4B in credit losses, and $250M in Contact Center sales revenue
Bolstered the percentage of total staff in offshore HSBC servicing centers by 20%, thus achieving $75M in annual operating expense savings
Utilized operating acumen in launching a major partner program in under six months from contract
Slashed Call Center staff attrition by 14% YoY, which led to improving staff morale and the overall customer experience
Demonstrated strong credit loss management and business analysis capabilities into the sales and servicing function, which afforded an opportunity for heightened insight, strategy and control
Additional Experience
Director, Global Risk Technology, GE Capital, Global Consumer Finance, 1998 1999
National Bank Client Team Director, Fair, Isaac & Company, 1996 1998
Vice President, Credit Policy & Analytics, Bank One, 1995 1996
Credit Risk Manager, Fidelity Investments Trust Company, 1993 1995
Senior Credit Risk Analyst, Household Credit Services, 1992 1993
Credit Risk Analyst, First Signature Bank & Trust, 1989 1992
Credit Underwriter, Limited Credit Services, 1988 1989
Also served in the Army National Guard between 1987 1992
Education
Bachelor of Science, Financial Management, Franklin Pierce University
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