My passion is working with companies in consumer-facing industries to unlock the greatness in their people and processes.  




Project Management

A Project Management Institute-certified Project Management Professional (PMP) with thousands of hours of experience, I've lead virtually every type of project - from product launches to a multi-billion dollar loan conversion.


Process Improvement

From full redesigns to incremental improvements, I help banks and lenders get the most out of their processes and eliminate waste.  One improvement project cut a consumer lender's collection costs by 66%.


Operational Excellence

My experience isn't limited to consulting with operating units from the outside.  I've led functional teams in consumer, commercial, and mortgage loan servicing and from consumer underwriting to recovery collections - even syndicated lending. 

How Can I Help?

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Case Study: A Five Billion Dollar Loan Conversion


In 2012, FirstMerit Bank, NA announced that it had acquired Flint, Michigan based Citizens Republic bank.  The merger would nearly double the assets of FirstMerit from $14B to $24B.  But, the merger was dependent on the successful conversion of the Citizens Republic loan portfolio.  As the integration lead for loan operations at FirstMerit, I led the effort to convert systems and develop post-integration operating models that eventually saw the bank's loan portfolio grow from $9B to $14B.



Case Study: A consumer lender cuts its collection costs by two-thirds.


For years, Atlantic Financial Services outsourced its recovery collections to a multi-state law firm.  Faced with flagging performance and escalating costs, we were convinced that we could do better.  As Recovery Manager, I brought the effort back in-house.  After a complete re-engineering of the collection process, my recovery team tripled collections and cut legal expenses by 66% within the first two years.  In fact, the process was so effective that it was spun off and offered as a service to other clients.



Case Study: A community bank does more. Faster.


After its loan portfolio grew by nearly 60% due to an acquisition, FirstMerit Bank was looking for a way to improve the response to consumer requests through its work order system.  My project increased the services that customers could perform instantly on their own and reduced the total number of work queues.  The end result:  Work orders to the back office were cut by 56% and throughput time reduced by more than a full day.