Craig Poland

About Craig Poland

Organizational leader with experience implementing data-backed initiatives to drive operational efficiency. Highly skilled at relationship building across organizations to secure sustained results and instill a culture of continuous improvement. Adept at problem solving, program management, and project delivery techniques; with a proven ability to leverage technology and quality control to achieve impactful bottom-line savings across multiple disciplines.

Experience

1. Director, Customer Protection

   Capital One

   Feb 2022 — Present · McLean, VA, US

   Senior leader responsible for optimizing $125M fraud operational expense in support of $290B retail deposit portfolio. Led customer service monitoring, supply forecasting, quality improvement, data governance, workforce management, cost control, and audit compliance with 5 direct reports and 22 team members— Implemented targeted supplier controls, demand planning, and strategic initiatives to deliver a 6% absolute decrease in year-over-year Bank Fraud unit costs, avoiding $13M in operational expense— Spearheaded generative AI initiative to eliminate manual tasks of call center agents, securing Enterprise commitment to a 3-year, phased roll-out in partnership with Product and Data Science partners— Improved speed to release restricted funds to good customers by 90%(from 60+ days to 5 days) through flexible staffing techniques, active work prioritization, and a smarter general ledger— Introduced Six Sigma processes to fraud prevention, reducing error rates by 15% over two years and cutting productivity-related fraud losses by 75%($8M per annum)

Education

• Georgetown University McDonough School of Business

  Master of Business Administration - MBA, Business Administration and Management, General

• Penn State University

  Bachelor of Science - BS, Industrial Engineering

Skills

• Entrepreneurship
• Strategy
• Six Sigma
• Supplier Negotiation
• Scrum
• Negotiation
• Market Research
• Project Management
• Retail Banking
• Supply Chain Optimization
• Forecasting
• Continuous Improvement
• Business Process Improvement
• Manufacturing
• Microsoft Excel
• Powerpoint
• Product Development
• Global Sourcing
• Procurement
• Conflict Minerals
• Contract Negotiation
• Process Automation
• Purchasing
• Process Improvement
• Tutoring
• Leadership
• Statistical Modeling
• Supply Chain
• Kanban
• Sales Analysis
• Agile Project Management
• Data Analysis
• Supply Chain Management
• Lean Manufacturing
• Strategic Sourcing
• Cross-Functional Team Leadership