SUMMARY OF ACCOMPLISHMENTS: * Improved department's scorecard results through utilization of Lean Manufacturing principles, to 92% from 89% through the establishment of C.A.R.E. Team, resulting in reduction of file Start-over. *Successfully managed payment lockbox outsourced relationships to ensure attainment of key performance indicators. *Implemented six payment lockboxes, processing a combined payment volume of 744M annually. *Achieved Best in Class rating for encoding quality, as defined by Booze Allen consulting. *Developed procedure that reduced .5 days off float availability, resulting in a $1.5M annual interest expense save. *Improved Department Health of the Franchise attainment levels from 99.80 to 99.93, reducing negative performance impacts by approx. 12,000 card members per month. * Improve SLA timeliness goal attainment to 99.8 from 99.5. of cards issued on time.

Highlights:

• Quality
• Retail
• Services
• Wholesale
• Management
• Accounts Payable
• Assessments
• Audit
• Internal audit
• Process Improvement