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Work Background
AfinitiSenior Vice President
Sep. 2020 - Dec. 2024Minneapolis, Minnesota, United StatesAfiniti is the world’s leading applied artificial intelligence and advanced analytics provider. Afiniti Enterprise Behavioral Pairing™ uses artificial intelligence to identify subtle, valuable patterns of human interaction in order to pair individuals on the basis of behavior, leading to more successful interactions and measurable increases in enterprise profitability. Afiniti operates throughout the world, and has measurably driven billions of dollars in incremental value to its clients. Afiniti has over 150 deployments in major enterprises across a range of sectors, including telecommunications, insurance, financial services, hospitality and healthcare, and has optimized more than 600,000 agents and 700 million customers. Afiniti’s technology continually learns and improves, analyzing 1.3 million interactions every day to refine its pairings. For more information, please visit http://www.afiniti.com
Keaney & Associates, L.L.C.Principal Owner
Dec. 2018Minnesota, United StatesAs the Principal Owner at Keaney & Associates, L.L.C., I spearheaded consulting projects in Operations, Customer Service & Organizational Development within the Financial Service & Healthcare sectors. My focus on process improvements led to cost savings, increased efficiency and dramatic improvements in customer satisfaction.
Keaney & Associates, L.L.C.Principal
Dec. 2018 - Sep. 2020Greater Minneapolis-St. Paul AreaIndependent consulting focused on Operations, Customer Service & Organizational Development within the Financial Service & Healthcare sectors.
OptumSenior Vice President - Transactions
May. 2015 - Jun. 2018Greater Minneapolis-St. Paul AreaOptum - A division of UnitedHealth Group (UHG) which is a diversified health and well-being company focused on clinical expertise, advanced technology and health information to improve global healthcare systems. Senior Vice President (SVP), Head of Transactions
Managed numerous shared service operations supporting Claims, Payment Integrity and Optum Health. Led 10k+ employees with an annual operating budget of ~$1.0B across 10+ locations globally. Reported to COO.
• Delivered over $6B in medical cost savings for UHG and 300+ commercial Payment Integrity clients in 2017 through use of advanced analytics targeting claim overpayment. • Consistently reduced operating expenses by 8-9% annually by improving productivity and leveraging global locations.
• 2017 Collaboration Cup winner given to one team across 270k employees recognizing outstanding business performance as result of collaboration between United HealthCare and Optum. Delivered $140mm in incremental savings for United Healthcare. • Achieved over 82% employee engagement scores in UHG employee poll.
JPMorgan Chase & Co.SVP, Head of Consumer Direct Sales - Chase Mortgage Banking
Mar. 2014 - Apr. 2015Columbus, Ohio AreaLed Mortgage Banking Sales centers in OH, WI, AZ and IL, comprised of 500+ Mortgage Bankers responsible for selling Mortgage & Home Equity loans direct to consumers. Responsible for Chase's Branch Sales center which supports 1,500 branches in Chase's retail footprint.
• Drove expansion of Corporate Relocation program which resulted in 100%+ loan growth.
• Successfully overhauled banker sales incentive plan that increased sales and improved banker compensation stability.
JPMorgan Chase & Co.SVP, Customer Service Director - Chase Mortgage Banking
Dec. 2010 - Jan. 2014Columbus, Ohio AreaResponsible for service centers and vendor management, telephony, quality assurance and workforce management for all mortgage call centers. Managed annual operating budget of $125MM and 2,500 employees located primarily in OH, LA, AZ and Manila, Philippines.
• Improved J.D. Power servicing rating from #13 to #2, while improving customer satisfaction from 59% to 76%
• Led proof of concept and purchase of NICE speech analytics for all of JPM ~15k seats; significantly improved consumer complaint resolution
JPMorgan Chase & Co.Managing Director – Chase Commercial Loan Services
Jul. 2007 - Dec. 2010Delaware Commercial Bank
Responsible for a centralized operations group that provided loan booking, funding and servicing for a portfolio of 270k loans with a value of $100B in outstandings for the Commercial Bank, Wealth Management and Business Banking. Managed an annual operating budget of $45MM and 525 loan specialists located in KY, OH, IL and Bangalore, India.
• Mitigated $1.0B and prevented $3.0B of future risk to JPM
• Successfully migrated loan processing from Houston site to remaining locations
JPMorgan Chase & Co.Director - Chase Card Services Global Operations
Mar. 2006 - Jul. 2007DelawareResponsible for global Acquisitions Telemarketing, Apply-by-Phone and Lending Operations. Managed 2,000 vendor telephone service representatives and 200 global employees. Responsible for the placement and performance of $60MM in annual vendor spend in the US, Philippines, India, and Latin America. • Migrated apply-by-phone and telemarketing work from domestic to global providers, reducing operating expenses by 50%, while improving performance.
• Established Lending Operations in Mumbai, India resulting in 100k incremental accounts valued at $13.2MM in profit.
JPMorgan Chase & Co.Vice President (VP) – Chase Card Services Underwriting Operations / Site Manager
Jan. 2003 - Mar. 2006DelawareManaged 600+ credit underwriters for combined Bank One and Chase Credit Card business with annual operating budget of $30MM. Oversaw Business and Consumer Underwriting, Portfolio Risk Review, and Customer Contact functions.
• Completed merger mapping exercise with Bank One counterpart and identified initiatives that saved $7.0MM annually. Co-led talent selection process for newly formed organization as a result of JPM and Bank One merger.
• Increased judgmental approval rate by 47% with no degradation in loan quality.
JPMorgan Chase & Co.VP – Chase Card Services Internet Servicing
May. 2000 - Jan. 2003Responsible for start-up of Internet Servicing focused on e-transformation within operating areas of Credit Card business. Developed strategies to utilize Internet to reduce operating costs, increase profitability, and improve customer experience. Developed processes to manage new customer touch points (e-mail, chat, secure messaging.)
JPMorgan Chase & Co.VP – Chase Card Services Payment and Document Services Manager
Oct. 1997 - May. 2000Delaware Managed high-speed processing of 12MM payments ($4.5B) a month and document processing of customer correspondence and credit card applications at our Arizona and Delaware sites. Responsible for operating budget of $34MM and staff of 800. • Oversaw purchase and installation of high-speed printing and insertion equipment in Statements area resulting in 30% capacity increase.
JPMorgan Chase & Co.VP – Chase Card Services Customer Service
May. 1996 - Dec. 1997ArizonaResponsible for handling incoming customer service calls for Mass Market segment of Chase’s credit card portfolio. Responsibilities included managing incoming call volume of 1.8MM calls per month and workforce of 300 employees.
JPMorgan Chase & Co.Call Center Supervisory and Management roles
Jun. 1986 - May. 1996New York, ArizonaVarious roles - started as a call center agent.
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