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Tyrone Scott, MBA, PMP New York, NY 10030 (216) 926-9086

osu2cwru@gmail.com www.linkedin.com/in/tyronescott1

Senior Executive Customer Experience


Customer Journey Mapping Net Promoter Score Voice of the Customer KPI Development Strategic Planning
Process Improvement Project Management Digital Marketing Multivariate and A/B Testing Data Analysis
More than 15 years of experience reflects an extensive background and history of successes in customer experience,
satisfaction, and retention. Proven strengths in setting, communicating, and activating customer experience agendas
and identifying and resolving underperforming areas in the customer journey. Analytic and data-driven with an eagle
eye attention to detail. Highly collaborative with a team-oriented approach. Relentlessly focused on understanding
customer behavior and enhancing the customer experience.

PROFESSIONAL EXPERIENCE

Director of Customer Retention RushCard (Acquired by Green Dot Financial) New York, NY 2016 Present
Direct customer experience and retention initiatives for a provider of Visa prepaid debit cards. Create strategies to
engage members to activate and use their cards and obtain additional products. Oversee all digital marketing
communications to customers, including email, SMS, and push and in-app notifications. Co-manage $20M marketing
budget.
Key challenges when hired involved the halt of all CRM marketing efforts during prior 6 months while company
worked to close out multiple customer, regulatory, and reputational issues due to conversion of processors.
Worked with IT and operations to identify and resolve issues with existing early engagement strategy deployment.
Partnered with creative agency to revamp early engagement customer journey as more customer action-oriented.
Captured attention of customers and restored their confidence in RushCard by instituting relevant and timely
promotions. Incentivized customers to take actions that would drive business growth.
Led team in expanding 30-day active customers from 324K to 411K YOY and in increasing tax direct deposits dollar
volume from $436M to $480M YOY.
Increased direct deposit load volume by 14% to 2.2M loads and increased dollar volume by 11% to $1.53B.
Directed team in launching a new, growing channel of digital communications to customers (Push and IN-app
notifications). 80% of members utilize mobile app to use their RushCard.
Currently developing long-term strategy to shift from a one size fits all marketing approach to customized,
personalized marketing to specific segments with timely messaging delivered through appropriate mediums.
Manager, Financial Services Office Ernst & Young New York, NY 2013 2015
Advised banking, credit card, and insurance companies on how to transform their business operations and customer
experience. Exhibited an exceptional ability to work in constantly changing environments with different teams and
leadership. Managed 20 indirect reports.
Enhanced practices culture and helped consultants improve their thought leadership by leading inclusiveness efforts.
Served as PMO leader for 20 business units while managing engagement at AMEX, resulting in $2M sale for E&Y.
Instrumental in securing multiple extensions on MetLife client engagement that spanned one year in comparison to
most engagements of consultants lasting 3-4 months.
Saved MetLife money and provided a more efficient client experience by completing project that transformed their
customer life claims kits from 54 kits on 5 platforms down to 2 kits on one platform.
Initiated MetLifes transition from paper-based to digitization of their customer communications.

Vice President, Small Business Customer Retention Citibank New York, NY 2011 2013
Partnered with sales and decision management teams to develop/implement programs aimed at improving retention
of small business customers and Citibanks Net Promotor Score (NPS) with this segment. Managed $2M budget.
Led initiative to expand the scope, level, and caliber of service of High Value Clients representing 14% of customer
base and accounting for 78% of companys deposits and 64% of its net revenue.
Improved Net Promotor Score (NPS) from zero to 21+ in three years.
Built CRM tool from ground up with third party vendor housing all data for High Value Client Management Program.
Provided launch schedule and program to train 500+ bankers in retention efforts for their individual best customers.
Tyrone Scott, MBA, PMP Page | 2
Spearheaded national sales force campaign that inspired bankers across the country to focus on customer retention.
Instituted program that increased banker usage of attrition lead lists from 9% to 28% nationally. Encouraged all
bankers to become more engaged with the program by highlighting success stories in newsletters.

Business Leader Master Card Purchase, NY 2008 2009


Hired to drive card issuer portfolio optimization (e.g., Chase, Citibank) and subsequently moved to a completely new
role on the merchant side of the business. Assisted sales managers in the U.S. Commerce Development Division
supporting segments represented by Top 100 merchants (e.g., retail, travel, and communications). Provided executive
briefings for top 50 merchants MasterCard was accepted. Managed $35M budget.
Partnered with third party vendor to build CRM system (SalesLogix), which became the primary system used by
merchant account managers for managing contracts, data, and sales pipeline for their respective merchants.
Increased gross dollar volume for MasterCard and grew revenue and spend for issuers while enhancing loyalty and
retention for merchant partners by leading successful portfolio optimization project initiatives.
Established Co-Brand Center of Excellence to analyze Top 30 co-brand deals, including performance measurement of
spend volume, payment share, account growth profitability, and acceptance issues.
Created KPI scorecards to report performance of each merchant showing quantitative and qualitative results,
historical performance, issues, and sales opportunities.

Director of Strategy & Planning American Express New York, NY 2004 2007
Directed strategy and planning initiatives for American Express OPEN for Small Business while leading efforts to
increase Direct Billed Business. Partnered with other directors to continue card growth while growing more profitable
spend behavior. Managed team of 5 direct reports and 30 indirect reports accountable for budget management,
forecasting and planning, and reporting of results. Managed $250M budget.
Conducted spend and profitability analysis (SAP) to demonstrate how online/Internet channel was trending to
become OPENs largest and most profitable in terms of cards, accounts, spend, and ROI.
Steered strategic change to acquisition objective function from a single vision of acquiring new cards and accounts to
acquiring profitable spend cards and accounts.
Achieved $17B+ in annual spend in 2006, a total never accomplished before in OPEN history.
Managed budget to within 1% of full utilization while supporting all channels, including online, external direct mail,
tele-channels, co-brand, bank agent, internal acquisition, loyalty, and high value.
Collaborated with all acquisition channel partners to achieve highest ever total for cards acquired (1.5M) as well as
accounts (600K) both while changing e strategic direction to focus more on spend totals.

Prior Experience, Citibank: Assistant Vice President (2002 2004); Management Associate (2000 2002). Advanced
from an 18-month management program to position of Assistant Vice President. Managed and marketed liability
products to the sales force, existing customers, and prospective small businesses. Managed $2M budget.
Developed and executed Small Business Essentials, a new product suite of commercial products enabling small
business customers and prospects to purchase multiple bank products all at once.
Beta program of Small Business Essentials resulted in 3,600 accounts leading to bookings of $320M and net
revenue of $7.2M to bank.
Contributed in excess of $165M in new business to the company by co-developing national marketing/sales
campaigns used to retain, cross-sell, and acquire new business clients.
Additional Experience (2001 2015): Director, College Awareness Symbolizes Hope Program, National Black MBA
Association, New York Chapter. Led Chapters mentoring program to prepare minority high school students for
college. Recruited students and mentors, built partnerships with schools and organizations, and secured funding from
corporate partners. Recruited 190 students and 60 volunteer mentors (both record highs) in 2012 and won National
Black Association National Leaders of Tomorrow Program of the Year in 2011.

EDUCATION
Masters of Business Administration Case Western Reserve University, Cleveland, OH
Bachelors of Science Ohio State University, Columbus, OH
Project Management Professional (PMP) Certification Project Management Institute