An accomplished Executive with vision and leadership in the loyalty and financial industries; specializing in product development and loyalty reward program management and member support. Results oriented with the exceptional ability to analyze markets, programs and products to formulate and implement effective and highly competitive solutions supporting business growth and customer retention. Proven ability to effectively manage and empower staff. Extensive experience in the United States, Canada and the Caribbean.
Vision and Strategy
Instrumental in the implementation
of loyalty programs for several large national brands in the retail, telecom
Envisioned, strategized and launched a full service Contact Center and
Loyalty Fulfillment Department.
Increased Contact Center
revenue by 15%.
revenue seven-fold over 3 years.
expenses by 300% during this same period.
Successful launch of highly competitive Consumer and Business credit card products and reward programs in
United States and the
Business sponsor and lead in the conversion of credit card processing
platforms in 11 Caribbean countries to an external platform and setting the foundation for loyalty program enhancements.
Directed the successful and fully compliant
implementation of several phases of major
regulatory changes to the
credit and debit card portfolios in the U.S.; including full re-pricing of the portfolio to decrease financial impact from these regulatory
Vice President of Loyalty Operations October 2012 to CurrentKobie Marketing Inc. － St. Petersburg, FL
Directly oversee Loyalty Operations Team,
including the Project Management Office and supporting team of
Project Managers, Business
Analysts, Operations Managers, and Quality Assurance members responsible for
implementations and day-to-day management for multiple national and
Directly oversee day-to-day Loyalty Operations including Contact Center
support (Tier 1 and Tier 2), Rewards
Fulfillment and Vendor
Management, ensuring quality service and support within defined service levels.
Primary Responsibilities include building cohesive and effective teams
through visionary leadership, motivation
and experienced direction.
Continually evolve and
enhance existing processes and protocols to remain visionary and effectual.
Director, International Card Strategies March 2009 to September 2012RBC Royal Bank － Toronto, ON
Accountable for card strategies, product contsruct and loyalty program development for international credit card portfolios with concentration against portfolios in the United States and 19 countries in the Caribbean.
Business lead responsible for competitive, market and industry analysis to formulate initiatives, marketing activities and projects which enhance performance against competitors.
Accountable to ensure projects and initiatives are aligned and positioned to deliver against business goals and plan objectives.
Senior Manager, Vendor Management and Financial Operations April 2001 to March 2009RBC ROYAL BANK － Toronto, ON
Accountable for card
strategies, product construct and loyalty program development for international
concentration against portfolios in the United States and 19 countries in the
Business lead responsible for competitive, market and industry
assessment of card products and loyalty reward
programs to formulate
initiatives, marketing activities and projects which enhance business
Accountable to ensure
projects and initiatives are aligned and positioned to deliver against business
Accountable for the assessment and progress of a scorecard relative to
product and loyalty program
Multiple Positions November 1980 to April 2001RBC ROYAL BANK － Toronto, ONA career encompassing many facets of the Financial Services industry including International Banking, Branch Manager, Policies & Procedures, Consulting, Procurement, Card Issuing and Acquiring, and Project Implementation.
Masters Business Administration, 2009Athabasca University － Athabasca, AB, Canada
Graduate Diploma in Management : 2007Athabasca University － Athabasca, AB, Canada
Entrepenurial LeadershipInstitute for Management Studies
Project Management Strategic Project Management Inc.
CommunicationsRyerson University － Toronto, ON, Canada
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Companies Worked For:
Kobie Marketing Inc.
RBC Royal Bank
RBC ROYAL BANK
Institute for Management Studies
Strategic Project Management Inc.
Job Titles Held:
Vice President of Loyalty Operations
Director, International Card Strategies
Senior Manager, Vendor Management and Financial Operations
Masters Business Administration , 2009 Graduate Diploma in Management : 2007 Entrepenurial Leadership Project Management Communications
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