Rewards Website Business Developer
Resume:
April Dobbs-Petersen
**** ***** ***** ● Southlake, TX ● 76092
*****.*****@*****.***
Rewards Website Business Developer
A self-motivated, detail-oriented leader with over 15 years of expertise in the credit card industry and over 4 years of rewards experience.
Professional Experience
Citi Las Colinas, TX June 2000-Present
Senior Vice President – Citi ThankYou® Rewards Product Development (July 2012 – present)
Serve as a Business Project Manager (BPM) for Citi ThankYou Rewards platform architecture projects, responsible for creating and delivering a customer friendly, first-class rewards website experience
Lead project conceptualization, working with cross-functional IT and business groups and platform support vendors, to solidify business requirements and ensure IT design recommendations optimally meet the business need
Ensure projects implement on time and within budget through the entire software development lifecycle
Lead the Accessibility workspace ensuring all website design aspects meet WCAG compliance guidelines and have delivered multiple projects addressing current design gaps
Delivered functionality that allows customer pricing to be managed at a granular level using product and customer spend characteristics to drive mix shift of the rewards collection to promote items with a more business-friendly price
Designed the APIs required to implement Shop with Points functionality that can be integrated with merchant websites to allow ThankYou points to be used as a currency option for redemptions
Introduced the new ThankYou Rewards points ubiquity asset Rewards Accounts Number, which allows customers to purchase items using ThankYou points as a source of currency anywhere Visa and Master Card are accepted
Managed the gift card reengineering project to provide a more robust product selection for customers and a more streamlined inventory management process for the business, being responsible for all details including user experience, APIs, customer service touch points, and invoice reconciliation
Implemented the ThankYou Rewards website revamp to make the website more customer friendly and accessible
Managed the redesign of the ThankYou IVR and implemented the data connection between the Citi-hosted IVR and the vendor-hosted customer service desktop to alleviate the need for customers to provide authentication/verification information multiple times
Streamlined the implementation process for online and digital Rewards Catalogues to a maintenance timeframe that utilizes reusable code
Vice President - Transformation Management Office (January 2009 – June 2012)
BPM for the ThankYou Rewards Program (January 2011 – June 2012)
Implemented the mobile ThankYou Point Sharing app, which was the first mobile app that allowed rewards points to be pooled by multiple people and given to a person via Facebook
Redesigned the customer website authentication process using all Citi customer relationship data (i.e., credit card, banking, and ThankYou membership) to provide a clear picture of the customer
BPM who reengineered records retention management, user entitlements administration, and the auditing process for Business Delivery & Execution, the group responsible for credit card solicitations
Implemented the Aprimo Workflow tool used by Business Delivery & Execution to track business and legal approval for marketing creatives
Vice President – Strategic Delivery (September 2006 – December 2008)
Managed an offshore Pega PRPC development team responsible for development and issue resolution for the Workflow tool that tracked Marketing Information Management credit card mail campaigns
Served as the Business and IT project manager overseeing the implementation of the Marketing Information Management Pega PRPC Workflow tool
Managed an offshore Web Tools development team responsible for the development and maintenance of web applications built in Perl that were used by the Database Marketing and Strategic Delivery groups for MIS, client satisfaction, and records retention management tracking
Senior Risk Systems Analyst (July 2002 August 2006)
Managed the software development lifecycle for credit line and high risk account management strategies for existing credit card accounts
Utilized mainframe SAS to validate customer initiated line increase and high risk account management strategies and created MIS/volume reports. Automated the method used to deliver MIS/volume reports to Risk Management.
Served as a liaison between Risk Management, Database Marketing, and Information Technology groups
Senior Risk Portfolio Analyst (May 2001 July 2002)
Managed the implementation of authorization and credit line strategies on the FDR Adaptive Control Strategies and TRIAD platforms
Analyzed the credit performance of accounts in relation to authorization and credit line strategies and provided recommendations to Risk Management regarding strategy enhancements
Published monthly authorization and credit line volume reports created from Cognos cubes to Senior Risk Management officers
Managed the conversion of credit line strategies from the Associates data platform FDR to Citi’s proprietary data platform
International Decision Science Analyst (June 2000 May 2001)
Developed credit line, risk-based pricing, and collections strategies for the Japan and United Kingdom credit card portfolios
Validated United Kingdom risk score and tracked Japan credit line increases in terms of account performance
Education / Training
Master’s Industrial/Organizational Psychology GPA: 3.7
University of Oklahoma Norman, OK (1998 2000)
Master’s Thesis: The Implications of Multiple Source Feedback Performance Appraisals in Context of Social Networks
Bachelor’s Psychology - Emphasis in Pre-Medicine GPA: 4.0
University of Oklahoma Norman, OK (1993 1997)
Pega PRPC Fast Track and Bootcamp
September 2006
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