Kyle SimpsonAlexandria, OH 43001 | 740.405.2668 | simpso_k@yahoo.com

TARGET: STRATEGY DEVELOPMENT & RELATIONSHIP MANAGEMENTStrategically minded banking operations professional with expertise in relationship and vendor management, call center operations, account receivable management, employee development, and process improvement. Change agent with articulate and persuasive communication skills, able to secure buy-in for major directives requiring organization-wide support. High achiever as demonstrated through results and upward mobility over a 13 year career with Discover Financial Services.&PROPENSITY FOR STRATEGY DEVELOPMENT & RELATIONSHIP MANAGEMENT —History of strategy and business development, and relationship management based on strong drive for performance success, ability to connect with others, and partnership approach to relationship building.

PROBLEM SOLVING & RISK ANALYSIS — Able to identify areas of opportunity and inefficiency, tackle problems with an analytical mindset, able to clearly define options in complex scenarios, and make data-based decisions.

OPERATIONS & RESULTS LEADERSHIP — Proven experience in vendor network management, improving collections and recovery liquidation rates, decreasing risk, and improving compliance results. COMMUNITY LEADERSHIP — Actively involved in the local community through membership on the Licking County Advisory Council of Habitat for Humanity as well as national financial community through creditor relations involvement with the National Foundation for Credit Counseling.

Additional areas of strength include:DATA ANALYSIS PROCESS IMPROVEMENTRELATIONSHIP DEVELOPMENT & MANAGEMENT PROJECT MANAGEMENT & COORDINATIONOPPORTUNITY IDENTIFICATION STRATEGY DEVELOPMENT & IMPLEMENTATIONCERTIFIED LEAN CHANGE AGENT STAKEHOLDER ENGAGEMENT

EXPERIENCE ______________________________________________________________________

DISCOVER FINANCIAL SERVICES New Albany, OH | 2012-- Present ‐Department Manager – Agency Vendor ManagementManaged the collection performance, regulatory and contractual compliance, and relationships with 15-22 collection agencies responsible for the outsourced collection activity on charged off credit card accounts, including pending bankruptcies and deceased accounts. Led a team of two performance managers, overseeing their development in performance and relationship management. Conducted monthly performance and compliance reviews with each agency. Managed marketshare decisioning and distribution for the agency network. Developed reporting to measure agency work activity at the account level. Liaised between DFS and each agency for operational activity as well as relationship management. Developed network incentive programs at both the agency and collector level.

■ Improved 6-month and 12-month liquidations rates each year in all lines of business.■ Improved regulatory compliance audits by 60% in the first year, with additional improvements each subsequent year.■ Reduced network size by 32% through strategic partner selection.

DISCOVER FINANCIAL SERVICES New Albany, OH | 2011-- 2012‐Project Manager – Attorney Vendor ManagementManaged the collection performance, regulatory and contractual compliance, and relationship of 12 collection law firms collecting on charged off credit card accounts across all 50 states. Conducted monthly performance and compliance reviews with each firm. Managed marketshare distribution for each state. Developed and delivered reporting to measure firm performance. Liaised between DFS and each firm for operational activity as well as relationship management. Created and executed off-boarding strategies for strategic network reductions. Expanded the secondary placement network, which included vendor selection, marketshare assignments, performance and compliance reviews, and relationship management. Vetted all prospective collection law firms for possible network expansion and/or network strengthening.

■ Managed the offboarding selection and execution of firms, including the reallocation of over 100,000 accounts from the selected firms.■ Expanded the secondary network by 7 firms, resulting in an annual recovery increase of 75%.

DISCOVER FINANCIAL SERVICES New Albany, OH | 2010-- 2011‐Associate – Attorney Vendor ManagementManaged the collection performance, regulatory and contractual compliance, and relationship of eight collection law firms collecting on charged off credit card accounts in 11 states. Conducted monthly performance and compliance reviews with each firm. Managed marketshare distribution for each applicable state. Developed and delivered reporting to measure firm performance. Liaised between DFS and each firm for operational activity as well as relationship management.

■ Identified key performance indicators for the performance management of all collection firms.■ Responsible for the selection and onboarding process execution of all new collection firms.

DISCOVER FINANCIAL SERVICES New Albany, OH | 2009-- 2010‐Team Leader – Probate Responsible for the day to day operation of a team of 15 Probate Specialists. Responsible for designing monthly dialer strategies and evaluating their performance as well as the management of department reporting. Managed the collection performance, inventory, and compliance of external Probate collection agencies, including $6M in monthly recoveries. Evaluated proposals and initiatives from external agencies for profitability and expense reduction.

■ Reduced 250 hours of manual activity per month, allowing agents to handle 3500 additional consumer phone calls per month.■ Created agent scheduling strategy.■ Realigned non-exempt paygrades through assessment of job functions and skill.■ Created customer feedback survey to gauge agent effectiveness.

DISCOVER FINANCIAL SERVICES New Albany, OH | 2008-- 2009‐Team Leader – CCCA & Inhouse Strategy Responsible for the day to day operation of a team of 12 CCCA Collection Specialists. Responsible for designing monthly Dialer strategies and evaluating their performance as well as the management of department reporting. Managed department reporting and data analysis, including providing empirical-based business recommendations.

■ Reassigned collection efforts to an automated dialer, resulting in the reallocation of 12 FTE and saving $380k per year.

DISCOVER FINANCIAL SERVICES New Albany, OH | 2006-- 2008‐Team Leader – Discover Business Card Responsible for the day to day operation of a team of 13 Discover Business Card account managers. Managed employees by planning, scheduling, training, and coaching on policies and procedures, monitoring customer interactions, and evaluating performance. Created a group of agents dedicated to resolving escalated calls and improving customer satisfaction. Participated in the Lean project evaluation of the Probate department, providing necessary input for the customer service line of business.

■ Created audit procedures for written mail and email.■ Developed agent and department performance standards.

DISCOVER FINANCIAL SERVICES New Albany, OH | 2006-- 2006‐Training CoachManaged new hire employees in the Development Bay. Facilitated new hire training and recurrent customer service trainings, as needed. Monitored and coached existing customer service and Discover Business Card Account Managers.

■ Excellence Award recipient (September 2006).

DISCOVER FINANCIAL SERVICES New Albany, OH | 2002-- 2006‐Account Management SpecialistInbound customer service. Answered inquiries from consumers about their credit card account. Resolved problems pertaining to billing and account balances. Served on the Recognition Committee and Excellence Committee.

■ Excellence award recipient (July 2004).■ Employee Spotlight recipient (March 2005).

EDUCATION ______________________________________________________________________

Denison University | Bachelor’s Degree