Experience

Electronic Payment Exchange (EPX)

• United States
• Financial Services
• 1 - 100 Employee

• Project Manager

  • Sep 2021 - Present

  • Accountable for ensuring compliance with the quarterly updates published by Visa, Mastercard, Amex and Discover given that EPX is a fully integrated, international payments platform acting as processor, acquirer, and backend service partner. • Collaborate between four major card brands and internal stakeholders in a professional manner to improve business relationships and deal with any pending queries and issues. • Streamline and improve the communication workflow process by… Show more • Accountable for ensuring compliance with the quarterly updates published by Visa, Mastercard, Amex and Discover given that EPX is a fully integrated, international payments platform acting as processor, acquirer, and backend service partner. • Collaborate between four major card brands and internal stakeholders in a professional manner to improve business relationships and deal with any pending queries and issues. • Streamline and improve the communication workflow process by formulating a CRM excel spreadsheet dashboard to track communication data between all parties, which resulted in an imminent and considerate improvement in partner response rate and positive client Feedback loop. • Track and create development work using JIRA to ensure updates to the platform were completed accurately and on time and to a higher quality standard. • Contribute in required daily stand-ups with a focus on removing barriers that developers were facing updating the platform. Show less



Infosys

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader

  • Oct 2020 - Sep 2021

  Scottsdale, Arizona, United States • Supervised and managed a team of 18 call center associates through the transition of Vanguard to Infosys, an outsourcing project which happened in October 2020. • Fostered a proactive inclusive strategy to empower associates using such tools as active listening skills which resulted in an environment or trust and respect in the workplace and improved performance. • Trained the organization’s new Team Leaders located in the new Satellite office in Manila on the United States retirement… Show more • Supervised and managed a team of 18 call center associates through the transition of Vanguard to Infosys, an outsourcing project which happened in October 2020. • Fostered a proactive inclusive strategy to empower associates using such tools as active listening skills which resulted in an environment or trust and respect in the workplace and improved performance. • Trained the organization’s new Team Leaders located in the new Satellite office in Manila on the United States retirement plan industry as well as industry best practices. • Succeeded in successfully launching the first offshore site to ever service the Vanguard account through deliberate relationship management and attention to detail. • Devised a dashboard within Tableau utilize as a tool to help further enhance the training and development that I was able to provide to my associates, which resulted in a 39% increase in Net Favorable Score ratings within the team. Show less



Vanguard

• United States
• Financial Services
• 700 & Above Employee

• Team Leader

  • Sep 2018 - Oct 2020

  Scottsdale, Arizona • Led a team of 16-20 Inbound call center associates with a focus on training and development, successfully achieving departmental metrics while planning Sponsor SLA’s. • Streamlined the hiring process in collaboration human resources and provided recommendations for disciplinary action, including termination when necessary, which resulted in a considerate increase in time to hire quality hiring ratios for all open requisitions. • Formulated process improvement plans using Salesforce to… Show more • Led a team of 16-20 Inbound call center associates with a focus on training and development, successfully achieving departmental metrics while planning Sponsor SLA’s. • Streamlined the hiring process in collaboration human resources and provided recommendations for disciplinary action, including termination when necessary, which resulted in a considerate increase in time to hire quality hiring ratios for all open requisitions. • Formulated process improvement plans using Salesforce to track associates progress and offer them constructive feedback and resources to empower them to achieve more success in their roles. • Took responsibility for managing the team using Workday including creating and filling new roles, moving associates to new leaders and approving timesheets weekly. • Piloted monthly resource planning sessions where call forecast projections and estimated staffing level data was analyzed to provide recommendations for workflow improvements and optimization on any operational levers needed to further support the business.

• Quality Assurance Associate

  • Nov 2017 - Sep 2018

  Scottsdale AZ • Achieved a 99% evaluation accuracy rating from the internal auditing team by completing over 160 evaluations per month to ensure the quality and consistency of departmental phone associates, email associates and the problem resolution team. • Streamlined the KPI process by creating monthly excel reports for our SOC1 testing, which reported accurately a record of the associates who received high risk defects and the reasoning, as well as analyzing this data for their team leaders… Show more • Achieved a 99% evaluation accuracy rating from the internal auditing team by completing over 160 evaluations per month to ensure the quality and consistency of departmental phone associates, email associates and the problem resolution team. • Streamlined the KPI process by creating monthly excel reports for our SOC1 testing, which reported accurately a record of the associates who received high risk defects and the reasoning, as well as analyzing this data for their team leaders, resulting in increased overall team performance. • Took responsibility for the training of all newly hired associates in a classroom setting on call quality expectations and best practices to mitigate security risks. • Took ownership of formulating an initiative to improve associate engagement levels by providing monthly professional development sessions that provided access to networking with senior managers.

• Retirement plan representative

  • Jun 2016 - Nov 2017

  Scottsdale, Arizona • Succeeded in winning back-to-back “Extraordinary Achievement” awards provided to associates who finish in the top 10% of the department in average handle time, Call Quality. • Maintained a 97% Net Favorable Score based on after-call survey data submitted by plan participants during my time in customer service. • Promoted to the elevated hotline team, where I utilized enhanced Customer Relationship Management skills and superior knowledge of the plan offerings to de-elevate… Show more • Succeeded in winning back-to-back “Extraordinary Achievement” awards provided to associates who finish in the top 10% of the department in average handle time, Call Quality. • Maintained a 97% Net Favorable Score based on after-call survey data submitted by plan participants during my time in customer service. • Promoted to the elevated hotline team, where I utilized enhanced Customer Relationship Management skills and superior knowledge of the plan offerings to de-elevate participants. • Awarded role of “Quarter Master” for our internal support team where I was responsible for maintaining sufficient staffing levels to support the need for our internal support hotline as well as taking full control of the quarterly role-up report where I provided management data driven trend analysis on common questions associates were calling in with. • Achieved exponential improvement in the training program itself with a more streamlined data driven strategy that allowed for smoother workflows and process improvement metrics.