A trusted advisor to C-level executives, Todd expertly guides clients through process improvement initiatives, delivering measurable impact and value. He identified and implemented a comprehensive future state process for cardholder disputes, resulting in a 35% increase in productivity and substantial operational savings for the client.
In addition to cardholder disputes, Todd has directed process improvement programs across new card acquisition, call-center operations, facilities consolidation, and technology help desk support. By utilizing a scientific approach to solving problems, Todd is able to help clients quantify key measures of operational performance, eliminate waste, and manage organizational change.
As a business leader and mentor, Todd fosters a collaborative approach to problem-solving, while bringing out the best in each team member.
Todd joined West Monroe from Barclaycard, where he was an operational strategy and process improvement group leader. He earned a bachelor’s degree from Alma College and a master’s degree from the University of Delaware.
