Fi La

Dynamic leader that brings years of experience in leading large organizations and developing organizational strategy.

• 17+ years of financial services experience with a focus on driving exceptional customer experiences.
• 12+ years of expertise in designing digital experiences by collaborating with Product and Tech teams.
• 12+ years of people management, organizational strategy development, and budget management
• 12+ years of experience process improvement, project management, and change management
• 12+ years of experience in effective stakeholder management, including vendor relationships.
• 7+ years of leading a risk management and reporting strategy

• Earned Circle of Excellence for mobilizing 5000+ associates within 1 week during the pandemic in 2020.
• Implemented a Leadership program that onboarded 500+ new leaders from 2017 to 2019.
• Successfully launched 5 contact centers supporting ~5k new associates between 2014-2019.
• Reduced credit exposure risk to Capital One by $5+ million in partnership with Product in 2021.
• Stabilized the Escalation business by modernizing process workflows, resulting in an Adequate rating in the Complaints Audit Exam in 2020.
• Establish a new Customer Experience Standard in 2024 that elevated NPS by 5% and improved Handling Time by 5 seconds per call, leading to $4M in savings