Head of USCB Fraud and KYC Operations

• Oct 2022 - Present

Executive Director Of Operations, Retail Claims

• Apr 2021 - Oct 2022

Executive Director Of Operations, Fraud Recovery, Card Services

• May 2014 - Apr 2021

Implemented business strategies including the use of machine learning, automation enhancements, and robotics to significantly optimize organizational efficiencies. ➟ Championed DE&I as the Executive Co-Chair and mentored emerging leaders as the Executive Sponsor for NextGen.

Vice President of Fraud Operations

• Feb 2014 - Feb 2015

Managed a global team of 1,200+ to significantly mitigate losses. Implemented operational efficiencies including action plans for risk and control resulting in 1st-year audit passes at every location.

Operations Leader

• Jun 2012 - Feb 2014

Spearheaded the transformation of a transactional business approach to a customer-centric approach.

Operations Manager

• Oct 2006 - Oct 2011

Regularly tapped to sharpen operational efficiencies across business units including customer service, workforce operations, field operations, contractor management, and call center. ➟ Launched a Business Services Platform to support B2B. Spearheaded the upskilling of 150+ agents to meet the advanced needs of business users. ➟ Served as a team lead for the regional Employee Engagement Committee. Regularly tapped to sharpen operational efficiencies across business units including customer service, workforce operations, field operations, contractor management, and call center. ➟ Launched a Business Services Platform to support B2B. Spearheaded the upskilling of 150+ agents to meet the advanced needs of business users. ➟ Served as a team lead for the regional Employee Engagement Committee.