Ryan Pledger
- Role
- Business Manager Us Card Servicing Strategy & Analytics at Capital One
- Location
- Richmond, VA, US
- LinkedIn followers
- 500 followers
About Ryan Pledger
Results-driven business analytics leader with 10 years of experience delivering…
Experience
Business Manager Us Card Servicing Strategy & Analytics
Jun 2022 — Present
Current lead of three person team spearheading effort to size and prioritize the most valuable use cases for which Card Servicing should make investments in Artificial Intelligence, Machine Learning, and / or Generative AI to achieve OpEx savings - Performed analysis and created supporting slides leveraged directly by Capital One’s CEO in 2023 Q1 Board Meeting; analysis shed light on the service levels expected by high spending customers - Built a business case sizing tool used by Card Servicing and the Corporate Strategy team to value business cases presented to the CEO; tool enables a standardized, auditable sizing methodology and ensures assumptions are continually kept up-to-date - Lead three person team in effort that identified $6M of OpEx savings that could be achieved by reducing the number of calls that are transferred by agents via a simple technology solution, policy enforcement, and outlier management - Conducted a deep dive of Capital One Card\'s premium customers, which has helped cultivate a deep understanding of this segment, has informed the strategy for the premium servicing team, and was directly leveraged by the C-suite to make decisions - Uncovered issue in the Servicing Monitoring Dashboard (utilized to make strategic decisions) that was causing monthly spend to be doubled for many accounts. Aggregate customer monthly spend was being inflated by 62%- Lead effort to create better understanding of how Finance determines the number of active accounts; improved understanding of the data, enabled consistency across reporting, and greatly reduced turnaround time for call intensity from weeks to hours
Skills
- Microsoft Powerpoint
- Strategic Planning
- Customer Service
- Selling
- Account Management
- Online Marketing
- Microsoft Word
- Portuguese
- Real Estate
- Marketing Strategy
- Negotiation
- Financial Analysis
- Team Building
- Business Strategy
- Powerpoint
- Strategic Financial Planning
- Research
- Social Media
- Sales Management
- Sellers
- English
- Investment Properties
- Inventory Management
- Photoshop
- Public Relations
- Product Development
- Microsoft Office
- Financial Modeling
- Marketing Communications
- Forecasting
- Marketing
- Sales
- Teaching
- Business Development
- Online Advertising
- Risk Management
- Luxury
- Profit
- Wealth Management
- Income Statement
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