Anthony Blazer

• Led Consumer Banking Operations servicing track integration efforts for the Capital One/Discover merger.
• Optimized merger integration project timelines by effectively delegating tasks and prioritizing workload among team members.
• Developed strong relationships fostering collaboration and mutual growth opportunities.

- Led transformational change through process improvement, automation, performance management, and outsourcing efforts for Consumer Banking Operations.

- Contributed $60MM+ in effectiveness and efficiency direct savings through process improvement, call center performance, automation, and outsourcing transformation initiatives.

- Drove higher customer satisfaction NPS scores through process improvement and quality initiatives.

- Created framework and executed efforts for Consumer Lending and Consumer Card integration of process, technology, and org design to standardize, simplify, derisk, and improve unit cost.

- Overhauled and redesigned field performance management strategies and ecosystem through new metrics, data domains, HR policies, and AI driven agent/leader tools.

- Co-lead outsourcing/BPO strategy creation and execution of back-office processes to vendor in India leading to $10MM+ in annual savings.

• Developed and executed strategies and improvements leading to lower delinquency and credit losses - VaR strategy, In-House Attorney litigation, post-judgement interest reconciliation.
• Led cross-functional Collections and Recovery teams to achieve project milestones and deliver high-quality results.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.

• Leadership pulled me from my attorney manager role to prepare for and eventually oversee our first CFPB collection examination where we successfully achieved a "satisfactory" rating.
• Achieved operational excellence through creation of the Recovery Production Management & Control team responsible for first line testing/monitoring, regulatory examination management, BI/scorecards, customer complaint management, and process improvement.
• Achieved stretch effectiveness, efficiency, and experience targets within the Recovery Center leading to historically low net-credit loss rates within the industry.

• Managed the Northeast collection attorney network (NY, NH, CT, MA)
• Drove $100MM in recoveries annually.
• Oversaw collection attorney inventory management processes, improving liquidation rates, suit rates, and net-back while minimizing compliance issues, consumer complaints, and counterclaims.
• Developed strong working relationships with attorney partners and industry experts.

• Managed the national collection agency network - 20 national collection agencies and 350 collections representatives.
• Drove $70MM in recoveries annually.
• Improved $6BN in collection inventory management process and $28MM P&L by improving liquidation rates, work effort, and net-back while minimizing compliance issues and consumer complaints.
• Developed strong working relationships with agency partners and industry experts.

• Short-term assignment to lead Lean Six Sigma improvement efforts at Plant 10 with mentorship from Lean Sensei.
• Drove effectiveness, efficiency, and quality improvements within the Value Added Production System through low cost intelligent automation recommendations, flow concepts, and just-in-time improvements.

• Internal domestic and international process improvement consultant to US, Mexico, Canadian, and UK operations for the BMW, Mini, and Rolls Royce brands.
• Drove large scale transformation and integration projects resulting from strategic leadership decisions and/or internal audit findings.
• Led Canadian and Mexico financial services integration efforts with US operations.
• Drove millions of dollars of savings and customer satisfaction increases through operations call center initiatives within originations, servicing, lease-end, and vehicle logistics.
• Created, deployed, and managed the credit & residual loss mitigation unit during the 2008 financial crisis leading to millions of dollars of loss savings and large decreases in involuntary and voluntary repossessions.

• Led teams of front end collections agents.
• Managed outsourcing collections strategy through domestic and international BPOs.
• Improved overall collections efficiency by implementing strategic collection plans and processes.
• Collaborated with collections strategy teams, dialer management, and workforce management to achieve and exceed collections roll rate, delinquency, and credit loss targets.

• Managed collections and recovery systems, inventory, BI, dialer, workforce management, and analysis.
• Actively participated in leadership team meetings to share analysis, recommendations, exchange ideas, address challenges, and collaborate on potential solutions.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Improved collections and recovery business processes by analyzing current practices and recommending optimization strategies.

• Responsible for consumer inquiries/complaint problem solving through BMW of North America and BMW, Mini, and Rolls Royce dealers nationally.
• Ensure seamless communication and consistent service delivery.
• Contributed to process improvements by sharing feedback from customer interactions with management teams.
• Streamlined service processes for quicker response times, leading to improved customer experiences.
• Identified opportunities for upselling products or services (credit card, insurance, etc.), driving revenue growth and business expansion.

• Supervised night shift of check processors for the central Ohio branch banks.
• Created production schedules to effectively fulfill production plans and meet process goals.