Experience

Nube Research

• United States
• Market Research
• 1 - 100 Employee

• Head of Research Operations

  • Jan 2021 - Present

  *Transformed and elevated the company's research processes by crafting custom work plans, operational and communication templates, analysis frameworks, survey programming checklists and best practices *Successfully led and trained a remote team of coordinators, analysts and research assistants, fostering productivity and cohesion across geographically dispersed members *Mentored junior research associates and conducted regular 1:1 meetings, cultivating a culture of feedback, empathy and… Show more *Transformed and elevated the company's research processes by crafting custom work plans, operational and communication templates, analysis frameworks, survey programming checklists and best practices *Successfully led and trained a remote team of coordinators, analysts and research assistants, fostering productivity and cohesion across geographically dispersed members *Mentored junior research associates and conducted regular 1:1 meetings, cultivating a culture of feedback, empathy and growth *Developed and updated comprehensive training procedures for multiple departments, ensuring consistent and efficient performance of all personnel *Assumed responsibility for quality assurance of all company research projects, ensuring successful project fielding and ongoing QC efforts to ensure data integrity and accuracy *Oversaw a global participant panel of over 1,000 members, leading efforts for participant recruitment, retention, and engagement *Managed the processing and quality assurance of both quantitative and qualitative data, employing meticulous attention to detail and adherence to established protocols *Effectively handled project correspondence, maintaining clear and timely communication with stakeholders, team members, and participants *Recommended third-party tools to fill recruitment needs, collected bids, and processed participant incentives on schedule and within scope *Overhauled survey and diary study programming procedures *Managed ethics applications and consent forms *Ensured successful ops for 200+ interviews and co-creation sessions, 50+ diary studies and 50+ quantitative surveys, which resulted in increased client satisfaction, retention and sales Show less



BlueOx Credit Union

• United States
• Banking
• 1 - 100 Employee

• Revenue Recovery Manager

  • Aug 2018 - Oct 2020

  *Led and directed a cross-functional team across multiple departments to successfully develop and implement a Hardship Modification program, providing vital financial relief to members impacted by the COVID-19 pandemic *Developed and implemented robust training programs and procedures for department staff and tellers, ensuring consistent knowledge transfer, skill development, and adherence to regulatory requirements. *Conducted rigorous performance appraisals and proactively monitored the… Show more *Led and directed a cross-functional team across multiple departments to successfully develop and implement a Hardship Modification program, providing vital financial relief to members impacted by the COVID-19 pandemic *Developed and implemented robust training programs and procedures for department staff and tellers, ensuring consistent knowledge transfer, skill development, and adherence to regulatory requirements. *Conducted rigorous performance appraisals and proactively monitored the performance and productivity of department staff, fostering a high-performance culture and identifying areas for improvement *Demonstrated proficiency in preparing and submitting accurate regulatory reports, including CALL reports and monthly delinquency reports, ensuring compliance with regulatory guidelines. *Repossessed and liquidated collateral, effectively mitigating financial losses and maximizing recovery *Expertly resolved escalated member and account issues, including complex credit disputes, employing strong problem-solving skills, effective negotiation strategies, and a member-centric approach *Managed delinquent accounts by implementing effective strategies such as arrangements and workouts, ensuring optimal recovery and minimizing financial losses Show less



Kalsee Credit Union

• United States
• Banking
• 1 - 100 Employee

• Revenue Recovery Strategist

  • Sep 2016 - Jul 2018

  Kalamazoo, Michigan, United States *Provided oversight for the Collateral Protection program, diligently handling claims, addressing inquiries, and resolving disputes, thereby safeguarding the organization's collateral assets *Proficiently processed claims related to Total Loss/GAP, life, disability, and unemployment, efficiently managing multiple claims concurrently *Took a proactive role in leading and assisting with staff trainings, both at the company-wide level and within the department, imparting valuable knowledge… Show more *Provided oversight for the Collateral Protection program, diligently handling claims, addressing inquiries, and resolving disputes, thereby safeguarding the organization's collateral assets *Proficiently processed claims related to Total Loss/GAP, life, disability, and unemployment, efficiently managing multiple claims concurrently *Took a proactive role in leading and assisting with staff trainings, both at the company-wide level and within the department, imparting valuable knowledge and fostering professional development among team members *Oversaw and managed the implementation of the Banzai program, a financial education initiative aimed at empowering and enlightening individuals within the community Show less