Experience

U.S. Messenger & Logistics

• United States
• Freight and Package Transportation
• 1 - 100 Employee

• On-Demand Courier

  • Jan 2022 - Present



Interactive Brokers

• United States
• Financial Services
• 700 & Above Employee

• Compliance Analyst

  • May 2020 - Present



Bates Group

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Trade Surveillance Consultant

  • 2019 - May 2020



Discover Financial Services

• United States
• Financial Services
• 700 & Above Employee

• Sr. Associate, Fraud Operations

  • Oct 2014 - Oct 2019

  Bustout Process Management Bustout Process Management



JPMorgan Chase & Co.

• United States
• Financial Services
• 700 & Above Employee

• Fraud Automated Customer Contact – Business Analyst

  • Feb 2013 - Oct 2014

  Managed Vendor Strategies real-time resulting in 25% improvement in customer contact ratesLead implementation of new Telephony system in international Call Center (2500+ Agents) in single-day role-out with zero down time.Implemented changes in contact methods resulting in 97% customer contact within 10 secondsDesigned new Call Routing workflows for Call Center handling >100k calls daily.Prepared detailed analysis on Call Center impacts leading to significant changes in Call Center staffing. Presented contact trend data to upper management Show less

• Fraud Case Analysis Manager

  • Apr 2006 - Feb 2013

  The Fraud Case Analyst conducts moderate to complex analysis on one or more accounts, to identify fraud and dispute related trends, customer experience opportunities, and fraud loss mitigation. The Case Analyst will initiate and monitor the actual performance of processes, and methods deployed to manage fraud loss.Managed a team of up to 9 Fraud Case Analysts with consistent 100% Employee SatisfactionDirected analysis and trend detection, resulting in average annual loss avoidance of $65MMCreated automated queuing process for known at-risk accounts, resulting in 87% Fraud Rate and 250% increase in Fraud Dollars avoided.Designed and Implemented Fraud Awareness Training for multiple business units – Travelled to various Call Centers to deliver training, resulting in reduction of Fraud Losses on High-Net-Worth Customer base.Conceived, designed, and tested custom-built database for Fraud Trend identification and analysisManaged High Dollar Loss Case Review process – Developed format, ran review meetings with upper management, and tracked and reported on over 150 business improvement opportunities.Identified multiple Customer Experience opportunities, resulting in nine new Fraud Prevention processes. Show less

• Anti-Money Laundering Compliance Officer

  • 2002 - Apr 2006

  Managed monthly case load of customer accounts – filed Suspicious Activity Reports with FinCEN (Financial Crimes Enforcement Network) – 94% within SLA (Goal - 80%).Conducted periodic internal compliance reviews to determine level of compliance with regulations related to the Bank Secrecy Act, Office of Foreign Assets Control, USA Patriots Act, Know Your Customer, etc. – Identified 27 Action ItemsBuilt relationships with various law enforcement agencies – Department of Homeland Security, Federal Bureau of Investigation (FBI), United States Attorneys’ offices and various state and local agenciesConducted review of credit balance refunds for potential money laundering activities for dollar amounts > $10K. Show less



Midwest Messenger Service

• Vice President of Administration

  • Oct 1990 - Jan 2002

  Investigated and selected all service vendors as well as maintained relationships. Responsible for all escalated client issues regarding service or otherwise. Implemented and maintained computerized order entry system. Managed inventory, repairs and training on all two-way communication devices. Supervised call center – training, coaching, monitoring performance on a daily, weekly and monthly basis, annual evaluations, managed weekly schedules and vacations. Solicited new business through cold-calling and pre-set appointments. Recruited, interviewed, hired and trained office employees and independent contractors. Created and implemented new hire training program. Show less



Chicago Messenger Service, Inc.

• CMS Air Clerk/Dispatch Assistant

  • 1990 - 1992