Carlye Boy

Leveraging Lean Six Sigma frameworks and statistical analysis to identify and eliminate bottlenecks, presenting data-backed recommendations to leadership for informed decision-making.

• Operational Efficiency & Financial Optimization: Successfully leading an initiative to reduce the returned mail rate from 6.43% to 3.21% in Phase 1 and to 2% in Phase 2. This initiative is on track to achieve projected annual savings of $160,000 in Phase 1, with an additional potential savings of $70,000 in Phase 2.
• Process Optimization: Worked with vendors to streamline the business whitemail procedure, reducing processing time by 50-66% and saving $100,800 annually through negotiated pricing.
• Strategic Coordination: Led the planning and execution to deliver critical customer services and merchant requirements, including mass card reissues and new card launches. Designed and implemented proactive strategies to address peak period challenges and potential delivery delays, coordinating seamlessly with marketing, account management, and call center teams. These efforts reduced operational disruptions, minimized call center impact, and ensured a smooth and consistent customer experience.

This hybrid role combined responsibilities for managing vendor performance and streamlining operational inefficiencies with the critical task of developing and maintaining an effective Business Continuity Plan (BCP)

• Business Continuity Planning: Collaborated with the Director of Operational Risk to develop and implement a robust business continuity plan. Identified critical functions, evaluated risks, and led workshops, successfully delivering the plan within a 6-month timeline.
• Telephony Platform Procurement: Supported in the procurement of a telephony platform by conducting a comprehensive vendor analysis and delivering a recommendation that was implemented, resulting in $320,000 in annual savings and the avoidance of $125,000 in upgrade costs.
• Subject Matter Expert (SME): Acted as SME for operational readiness during the setup of a new general-purpose credit card, providing insights that drove operational and financial effectiveness. Recommended strategic operational decisions that aligned with business standards and SLAs.
• Vendor Performance Optimization & Risk Mitigation: Managed and optimized internal processes for the production of plastic cards, statements, and letters. Implemented key performance indicators and in-process controls to enhance third-party performance management, improve accountability and reconciliation, boost operational efficiency, and mitigate delays and associated risks.

Managed contract negotiations, performance evaluation, and fostering strategic partnerships to drive cost savings and enhance service quality. Leveraged data-driven insights to identify inefficiencies and implement solutions that support long-term business growth and compliance.

• Vendor Management Framework: Created a comprehensive vendor management framework, including policies, contract templates, SLA tracking, and performance playbooks to ensure consistency across the vendor lifecycle.
• Contract Negotiations: Negotiated and reviewed eight key vendor contracts, resulting in cost avoidance of $287,778 and mitigating risks through SLA incorporation and stakeholder collaboration.
• Call Center Optimization: Developed a vendor interaction model and led Monthly Business Reviews, enhancing productivity and visibility into inefficiencies. Provided data-driven insights and recommendations to leadership, ensuring objectives were met.