BRIDGEFORCE - Key Persons
Job Titles:
- Member of the LEADERSHIP Team
- Senior Program Manager
Adam has spent 20-plus years working in enterprise technology functions focused on product selection, implementation, support and continuous improvement. By focusing on the intersection of business and technology, Adam helps Bridgeforce clients make practical technology decisions and maximize their return on investment.
Adam lives in Cleveland, Ohio, with his wife and two children. Any free time magically disappeared when both kids decided they wanted to play hockey.
Job Titles:
- Managing Partner
- Member of the LEADERSHIP Team
As Managing Partner of our technology and partnerships practice, Adam has established himself as a reliable expert for his clients and his team. He brings a unique blend of analytical expertise and a keen eye for detail and design to eloquently deliver straightforward solutions for his clients.
Leading our technology and partnerships practice, Adam is an analytical thinker with a focus on the practical and has been able to combine these two strengths to create significant value for Bridgeforce's UK and US client base.
He specializes in revenue-generation strategies, operating model design/implementation, and portfolio management and pricing. Adam has led major engagements addressing multiple elements of the credit lifecycle in a variety of secured and unsecured asset classes.
Adam's recent projects include new product launches in secured lending and credit cards, one of which generated an additional £400m in new applications within 3 months of launch. Adam got his start in the industry at Royal Bank of Scotland as a telephone agent - and filled a number of roles in analytics, collections and change during his 10-year stay. Before joining Bridgeforce in 2012, he served as head of operational strategy for Northern Rock/UKAR.
Adam lives in Edinburgh with his wife and daughters.
Job Titles:
- Member of the LEADERSHIP Team
- Senior Program Manager
Alan's broad experience enables him to approach client engagements from multiple perspectives and connect the dots across different functional teams to develop highly practical solutions. Since joining Bridgeforce in 2015, he has worked on a range of projects in both the UK and the US covering intermediary mortgages, change governance, collections and commercial lending. Alan has also provided interim credit risk support for a specialist lender client, with specific focus on policy development, risk reporting and governance. During one of his client engagements, Alan designed a benefits tracking methodology for a major UK bank. This was subsequently adopted as a global standard, providing the client with much greater insight into real-world returns on their investment in discretionary change projects.
Alan brings a wealth of experience from 30 years spent at RBS in a career spanning senior roles in Risk, Change Management, Operations and Service Delivery, primarily supporting the SMB segment. Prior to that, he also spent many valuable years in front line customer-facing roles.
Alan lives in rural East Lothian with his wife, daughter and Labrador. He is a car enthusiast and also enjoys cooking for family and friends.
Job Titles:
- COO
- Managing Partner
- Member of the LEADERSHIP Team
Andrew brings a keen sense of observation and the ability to quickly home in on the most practical way forward around complex problems ranging from cross functional operational inconsistencies to standing up contact centers. Known as a straight-forward pragmatist, Andrew can transform a business operationally while inspiring trust and galvanizing the teams that he leads and grows.
As COO, Andrew leads the operations and marketing efforts for Bridgeforce. He is known for smoothly integrating with clients and improving organizations operationally and strategically. In a recent 15-month long project, Andrew overhauled operations for a client post-portfolio migration, stepped in as the CEO for the outsourcing vendor at the client's request and ultimately set the client (and the vendor) up for long term success, delivering an exceptional customer experience. This year, his strategic vision, practical application of technology in operations and focus on agent training/coaching brought a property management company's collections rate up by 40%.
Andrew expertly drives both launches and the re-engineering of operational capabilities and platforms. He particularly excels when clients are challenged in vendor relationships. While working with clients in the UK and Eurozone, Andrew has improved customer journeys, streamlined digital transformations, developed loss mitigation strategies, created mortgage risk mitigation procedures, and built strategies for fraud, credit line management (credit cards, mortgages and current accounts), authorizations and collections (credit cards, personal loans, BTLs, refi's and current accounts).
Prior to Bridgeforce, Andrew served as COO for MXT Card Services, a start-up credit card and portfolio management company, and COO for the credit card joint venture between Bank of America and IXE Banco in Mexico City. An outdoor enthusiast who enjoys hunting, fishing, hiking and boating, Andrew lives in Delaware with his two dogs and cats.
Job Titles:
- Member of the LEADERSHIP Team
- Senior Program Manager
Andrew is a go-to resource for clients looking to analyze, improve or modify their collections and default management operations. He is also a subject matter expert for all things related to the Servicemembers Civil Relief Act (SCRA). Known for helping clients identify sustainable solutions that are "best-fit", Andrew also optimizes their strategies and performance.
Andrew's latest projects include end-to-end support of a collections system of record replacement. Fully absorbed into the client's team, Andrew led system selection, implementation and everything in-between. Andrew recently facilitated a comprehensive credit bureau disputes assessment that also included a lookback review. Before joining Bridgeforce, Andrew started his career at Citizens Bank and worked his way up through various operations management roles over the course of more than 10 years. These roles were held in all stages of collections, repossession operations and loss mitigation.
Andrew lives in the greater Nashville, Tennessee area with his wife, daughter and three dogs. He enjoys spending time outdoors and is an avid Boston Red Sox and New England Patriots fan.
"Andrew's value of workmanship, knowledge and ability to work so well in an integrated fashion within our team has high impact on our business success."- Client
Job Titles:
- Member of the LEADERSHIP Team
- Senior Delivery Manager
Anne is an accountable and inclusive leader with a diversified background in operations and risk management. With more than 20 years of financial services management and leadership experience, Anne has run almost every front and back-office operation across the consumer credit lifecycle. She uses her deep experience in servicing operations, production operations, and large-scale change initiatives to bring common sense solutions to her clients.
Recent Bridgeforce projects include risk and control assessments, FCRA compliance assessments, operational risk program assessments, business process mapping efforts and large-scale systems implementations. Several of these projects were high-profile engagements related to regulator feedback. Anne's clients appreciate her ability to work collaboratively, and build constructive relationships across the client organization.
Anne lives in St. Petersburg FL and Bethany Beach DE. She loves good food, fantasy football and beaches.
"Thank you Anne for your expert facilitation! Your ability to keep track of so many details and navigate very different personalities and agendas in meetings 20+ strong, is incredible."- Client
Job Titles:
- Director
- Member of the LEADERSHIP Team
To our clients, Bo's rich experience in compliance and risk management provides peace of mind in the face of an ever-evolving regulatory landscape. As director of the US Practice, Bo enables businesses to move forward with his development of innovative risk and control strategies.
Bo has more than 20 years of experience in risk management and controls across all lines of defense. Recently, he designed a compliance management system from the ground up, and has developed detailed enhancement plans for existing systems. Bo brings peace of mind to clients ranging from credit unions to top 5 banks by assuring that all regulatory bases are covered.
After joining Bridgeforce in 2013, Bo has led numerous engagements with clients to build out right-sized three lines of defense risk models and has delivered risk and control solutions that have garnered significant praise from regulatory examiners and clients alike.
Bo regularly leverages his experience as both a former Division Manager of Wilmington Trust and management consultant to deliver real results in the regulatory compliance space.
Bo lives in Charlotte, North Carolina, with his wife and two children.
Job Titles:
- Member of the LEADERSHIP Team
- Senior Program Manager
Dianna brings deep subject matter expertise to our clients' risk and oversight programs. She knows the ins and outs of the Fair Credit Reporting Act and the Servicemembers Civil Relief Act and brings that knowledge when she's developing or enhancing client programs. Starting in the industry over 20 years ago, Dianna's diverse banking experience includes building and maintaining effective risk strategies that improve overall operational efficiency and meet regulatory standards.
Dianna is committed to helping clients build, enhance and understand how strong risk-mitigation programs will increase overall company performance, improve customer experience and protect clients from regulatory scrutiny.
Recent projects of Dianna's focused on credit reporting and disputes. She performed furnishing and disputes risk assessments, Metro 2® data mapping, advisory consultation, and credit reporting operations and program development.
Dianna lives in Batesville, Indiana. When she's not supporting her clients, she is spending time with her family, traveling or enjoying outdoor activities.
"Dianna's can-do attitude and her breadth of FCRA and Metro 2® data experience made her a critical factor to our success."- Client
Job Titles:
- Member of the LEADERSHIP Team
- Senior Program Manager
Jackie integrates seamlessly into client teams and brings knowledge of all industry topics to bear, along with the fortitude to help sleuth out the best solution for client success.
Starting out as a customer service rep at a community bank over 20 years ago, Jackie's subject matter expertise now spans collections and recoveries technology, implementations, large system migration, third-party integrations, development of test plans, scripts and customer contact strategies. Over 20 years later, she has led numerous banking projects covering all aspects of the customer life cycle across the EU/UK, Asia Pacific and North America.
Most recently, Jackie worked on a credit bureau reporting project that involved in-depth mapping of multiple systems and portfolios. On this project, she was instrumental in process flows, data accuracy and stakeholder communications.
Jackie is originally from Delaware and now lives in Howden, England with her daughter.
Job Titles:
- CEO
- Managing Partner
- Member of the LEADERSHIP Team
John's dedication to our clients and to Bridgeforce is the reason why our team works as an extension of yours. His experience with project leadership has driven the bold success of hundreds of financial institutions since he founded Bridgeforce more than 20 years ago.
For more than 25 years, John has relied on his extensive industry background and project leadership to navigate through some of the most complex regulatory and compliance challenges for clients, resulting in recognition and accolades from compliance and business executives.
As CEO and a long-time industry leader, John is familiar with all aspects of the financial industry-and brings deep knowledge on topics from underwriting to digital implementations to investment strategies. John's genuine personal approach and leadership qualities, as well as his willingness to work shoulder-to-shoulder with clients, are the driving force behind the company's reputation for delivering successful client experiences.
A seasoned entrepreneur, John has been directly involved in five start-up companies, and serves as an advisor to numerous businesses that have gone from ideas to success.
More recently, John has worked closely with several large financial institutions on various strategic and tactical initiatives in support of FCRA and SCRA. This includes everything from full end-to-end credit reporting management, standing up best-in-class shared services/"Center of Excellence" functions, governance and oversight, and execution of enhancement plans.
John and his family live in Delaware, and between all the hard work involved in leading Bridgeforce, he enjoys being out on the river in his boat and pursuing his passion for drumming.
Job Titles:
- Member of the LEADERSHIP Team
- Senior Program Manager
Kristin focuses on strategy and solution development between business leaders and support partners to achieve aggressive business transformation goals. Leading Bridgeforce's ongoing focus on the delivery of solutions that increase performance, Kristin has combined her experience in operations and HR to develop processes and tools that achieve success on the front line. For nearly 30 years, she has provided strategic direction by partnering with senior leaders across various companies to identify, design and execute performance management strategies and business transformation solutions for all levels of the company. Additionally, Kristin has expertise in financial service operational management, credit reporting, learning tools and coaching programs.
Kristin is committed to help leaders organize operational efforts, ensuring human capital strategies are aligned to business transformation goals. Kristin's goal for clients is to create simple strategies to assist employees in achieving their goals and increasing their job satisfaction. Kristin spends most of her free time with her daughter at year-round field hockey events and summers at the beach with her family or on the boat fishing.
Job Titles:
- Member of the LEADERSHIP Team
- Senior Program Manager
Linda brings a wealth of business best practices to all her clients. With more than 30 years of financial service experience, gained predominantly at KeyBank, she is an asset in reconciliation and certification, process automation, system conversion and knowledge-based outsourcing. Her concise communication of complex information has established her as a trusted advisor to clients, which is core to her success from design to delivery.
Her specialized skill set includes expertise in a range of functions including operations, controls, risk, data/technology, project and talent management. This has been paramount to Linda's success in her recent projects, where she has also shown commitment to broadening her knowledge in the ESG space.
A proud Ohio native, Linda enjoys the outdoors and spending time with her husband, family and friends.
"Linda's attention to detail is top-notch and a key factor to client success."- Bridgeforce colleague
Job Titles:
- Member of the LEADERSHIP Team
- Senior Delivery Manager
As a senior delivery manager, Lynne brings over 20 years of banking experience to execute a broad spectrum of large-scale change initiatives for U.K. and U.S. clients. Examples include technology integrations/migrations, product launches, risk-based reviews and process/cost/revenue/customer optimization. Lynne applies execution focus, efficiency, and faultless delivery to all that she does. Clients have even referred to her as a "work horse."
Lynne's recent projects include new product launches in secured lending and credit cards, system migrations, collections strategy enhancements, and addressing regulatory risk through comprehensive and auditable action plans. Clients commend Lynne frequently for coming up to speed quickly, for her organizational leadership and always working tirelessly to get the job done.
Lynne lives in the Scottish countryside with her 2 children and loves travel, exploring the outdoors and supporting local charities close to her heart.
"Lynne was so good on that call - she really knocked the vendor off their feet with her fact-based approach to where they were not meeting expectations."- Client
Job Titles:
- Member of the LEADERSHIP Team
- Senior Consultant
Matt has a keen ability to home in on process imperfections and then revise existing processes and develop new ones. Since joining Bridgeforce in 2013, Matt has developed several financial P&Ps. His work consistently improves the accuracy and efficiency of our expense reporting, budgeting and invoicing.
Additionally, he splits his time between client engagements and internal Bridgeforce finance work. Most of Matt's client work has been in credit reporting. His recent focus has been documenting how clients' system of records map to their Metro 2® files prior to sending to the Nationwide Credit Reporting Agencies. This mapping exercise often uncovers opportunities for accuracy.
Job Titles:
- Controller
- Member of the LEADERSHIP Team
- Senior Program Manager
While Matt's primary responsibility as Controller is to maintain Bridgeforce's finances, his background often lends itself to working on client projects. In these cases, as a Senior Program Manager, Matt brings his strong client focus and attention to detail to client delivery. Matt has worked on projects in many different asset classes and stages of the consumer loan life cycle. Most recently, Matt worked on Credit Reporting & Disputes projects, helping with data accuracy and Metro 2® reporting.
Prior to Bridgeforce, Matt worked for PNC Bank in the derivative products division of their capital markets group. Matt lives on the eastern shore of Maryland, where he enjoys the outdoors and spending time with his wife and children.
Job Titles:
- Associate
- Member of the LEADERSHIP Team
- Partner
Melissa expertly engages clients to create a strategy and vision that grows revenue, while controlling expense. She is a proven leader at developing and overseeing product roadmaps, driving execution of a plan and ultimately bringing products to market. Melissa's upbeat leadership style, coupled with both her creative and analytical backgrounds builds engagement and excitement for teams, while driving toward long-term goals.
With over 20 years' experience in financial services, Melissa held operational leadership, strategic planning and execution, as well as P&L responsibility roles at a number of industry leading organizations, including Global Payments Inc./Heartland Payment Systems.
Using her background in payments and technology, Melissa has led the development from inception to launch of multiple payment products, including closed loop cards, online stored value payments, mobile app payments and accompanying bonus/promotional offerings.
Melissa most recently led the PMO on a card operations engagement, while providing support for the credit card payments workstream. Other recent engagements include building a business case and implementation plan for a payment facilitation platform for a fintech with SaaS offerings. She also evaluated and developed a long-term strategy for payment offerings for an unattended payments platform.
Melissa got her start as a project manager in a software development company and filled many roles over her career. She lives in East Tennessee with her family, and when not consulting, you can find her painting at her easel or jet skiing on the lake.
"Melissa brings flexibility as well as a can-do, whatever it takes attitude to our project."- Client
Job Titles:
- Chief Compliance Officer
- Managing Partner
- Member of the LEADERSHIP Team
Michelle's 30 years of industry experience gives her a unique blend of working with the art of the possible while understanding the black and white necessities of compliance to protect both Bridgeforce and our clients. Her deep knowledge of consumer reporting, usage and disputes means that she is frequently tapped to share her expertise at high-profile industry conferences hosted by CBA, CDIA, NAFCU, ACA and insideARM.
Michelle oversees the US practice, ensuring that Bridgeforce consulting engagements consistently bring sustainable value to clients. She established an adaptable project-management methodology within Bridgeforce, which the team uses to conduct client engagements ranging from short-term assignments to year-long projects with multiple teams around the globe.
With decades of service in the financial services sector, Michelle has managed the development and delivery of software and analytics products in support of consumer and small-business lending, with a focus on application processing, risk management and fraud.
Most recently, Michelle served as lead for several large engagements focused on critical regulatory compliance in the US and globally. Last year, she successfully managed and launched a full digital collections strategy at a top 20 US bank. She also played a hands-on role in the development of what has become an industry leading credit reporting software solution and has recently focused on consumer reporting compliance from disputes operations improvements to establishing credit reporting Centers of Excellence to detailed Metro 2 data mapping and data furnishing accuracy controls.
Prior to Bridgeforce, Michelle was Vice President for decision support products and services at FICO, and principal and owner of ACHIEVE Consultants. There, her company provided software application development and implementation, staff operations and large-scale program management. Michelle resides in San Diego with her husband, where she supports breast cancer awareness and leadership development for college women by volunteering for her national women's fraternity, Zeta Tau Alpha.
Job Titles:
- Member of the LEADERSHIP Team
- Project Manager
- Senior Delivery Manager
Mike has been a project manager for multiple large-scale client engagements with multiple workstreams. He drives a balance of collaboration and accountability for on-time delivery of key milestones to benefit the client and the respective project objectives. Mike's recent projects include the development and delivery of collection negotiation training to enhance client's dollars collected per contact; pre and post-execution of a system of record conversion; and developing MIS dashboards to help strengthen controls and key reporting for credit bureau reporting.
Prior to Bridgeforce, Mike worked at Bank of America for 20 years where he started as an entry level collection representative; and progressed his career to be in multiple senior management roles covering retail banking, card collections, lending and servicing.
Mike currently resides in Richmond, Virginia. When he's not supporting his clients, Mike can be found attending his children's activities; or on the soccer field where he continues to play.
Job Titles:
- Consultant
- Member of the LEADERSHIP Team
- Member of the Team
As a consultant at Bridgeforce, Noah Fisher is a charismatic member of the team, who will dig in with creativity and analytical skills on every engagement. Noah communicates in a way that takes a complicated message and distills it into digestible information, helping to move projects forward.
Noah has worked on a variety of projects since joining the company, developing his knowledge in fraud, regulatory compliance, and collections. Showcasing his analytical expertise on a recent fraud data modeling engagement, he was able to identify major irregularities when combing through test accounts data. The team was able to share concerns and address them with the client. In another technology integration project for a top 10 Bank, he recognized the need for HTML coding knowledge quickly getting up to speed to provide assistance. Noah's colleagues regularly describe him as a fast learner who can get up to speed very quickly on a previously unknown process. You can rely on Noah to deliver on his commitments.
Noah currently resides in Ocean City, NJ, where you can usually find him walking his dog on the beach.
Job Titles:
- Member of the LEADERSHIP Team
- Senior Consultant
Quan's recent projects include two separate cross-functional Fraud and Disputes Operations process mapping efforts, where he aided in identifying automation opportunities leading to overall agent case volume reductions and case-handling efficiencies across multiple lines of business.
Job Titles:
- Director
- Member of the LEADERSHIP Team
Andrew's breadth of knowledge across operations and technology combined with his roll-up-the-sleeves spirit brings a positive-and successful-atmosphere to all his projects. The Bridgeforce team regularly leans on Andrew's expertise driven common-sense approach to problem solving to explore solutions for the toughest client challenges.
Andrew has nearly three decades of executive experience with Fortune 100 financial institutions such as MBNA Corporation and Bank of America. He found success in multiple roles: Business Development, Loyalty Marketing, Technology Project Management, Contact Centers, Bank Operations, Payments, and Fraud.
Most notably, Andrew was a key founding stakeholder of MBNA Canada during its peak growth phase in the Canadian marketplace, which led to it becoming the largest MasterCard issuing bank in Canada.
Andrew's broad financial services experience also led him to the role of SVP and Head of Card Operations for Continental Bank of Canada, where he managed all fulfillment, fraud, chargeback, back office and call center functions at the bank. Andrew has also led multi-site management of contact centers across the United States and Canada. He also ran a successful lending and leasing practice working with lenders/fintechs across North America as Managing Director/CEO of DecisivEdge Canada. Most recently, Andrew served as President of Axxiome Americas where he offered digital technology solutions to banks across the globe.
Andrew has regularly received accolades for his abilities in the financial industry, including the Bank of America Award of Excellence, the Minacs Partnership of the Year Award (while at Minacs Worldwide), and the CIBC Award of Excellence.
Andrew and his family live in Canada in the beautiful 1000 Islands. In his spare time, he focuses on staying fit, fulfilling his passion in community service and is a lover of movies and music.
Job Titles:
- Member of the LEADERSHIP Team
- Senior Delivery Manager
Shawn drives performance and change across many products and companies. His expertise, gained from over 25 years' in the financial services industry, crosses many functional areas including vendor management, operational risk, call center operations, performance management, collections, workforce management, and project management. Shawn's diplomacy and keen organization skills have made him the go-to person for complicated, challenging projects.
Most recently Shawn helped clients implement digital collections platforms and develop robust controls programs for servicing activities. Since joining Bridgeforce in 2014, Shawn has led several client engagements both domestically and in the UK, bringing a unique blend of leadership experience in Operations and Risk Management. He worked with clients on everything from large scale transformations to assessing risk management frameworks in response to consent orders. In all cases, Shawn's experience allows him to tailor his approach and solutions to each client's specific needs while ensuring favorable outcomes that are on-time and on-budget.
Prior to Bridgeforce, Shawn held several leadership positions at MBNA America, Bank of America, and J.P. Morgan Chase. While at MBNA America and Bank of America, his responsibilities included call center operations in collections and unsecured lending. Additionally, Shawn led the vendor management team responsible for the relationship with the Credit Counseling Industry. His responsibilities at J.P. Morgan Chase were focused on credit card recoveries, specifically, managing the performance and compliance of multiple third-party vendors.
Shawn lives in Hockessin, DE with his wife and kids (and dog). When he's not consulting, he's cheering from the sidelines of one of his kids sporting events or simply enjoying the outdoors.
"If Shawn ever decides to leave consulting, he has a future as fortune teller because everything he said was going to happen did."- Client
Job Titles:
- Member of the LEADERSHIP Team
- Associate Partner, Operations and HR
As an Associate Partner, overseeing Operations and HR, Tricia wears multiple hats as both an advisor to many client-side operational challenges, and a key driver in organizational excellence for Bridgeforce. Her leadership over the operational elements of the company is critical to maintaining Bridgeforce's reputation for superior client experience, particularly for clients undergoing restructuring and growth.
Tricia brings more than 25 years of experience managing all facets of HR to provide support and leadership to clients in HR, training and development, and designing incentive programs. She recently designed and implemented a client's interviewing and selection process to hire a new team of 40 people within a quick 6-week window.
Prior to Bridgeforce, Tricia managed talent acquisition and was a strategic business partner to the Risk, Finance, and IT divisions at Voya Financial. She has identified organizational structures, improved processes to minimize risk and redesigned functions for recruitment, hiring, onboarding and training.
Tricia resides in Pennsylvania with her husband, daughter and Australian Shepherd dog. When not busy with her daughter's activities, she enjoys going to the beach and traveling, with Scotland and Ireland topping her list of destinations.