Senior Director, Operational Excellence

• May 2023 - Present

Director, Operations Strategy

• Nov 2020 - May 2023

Senior Manager, Credit Operations

• Feb 2020 - Nov 2020

Manager, Credit Operations

• Aug 2017 - Feb 2020

Team Leader, Risk & Operations

• Jun 2016 - Aug 2017

• Sourced, hired, and managed a small team of analysts, responsible for everyday banking initiatives, including KYC, risk, and compliance• Transitioned customer service center to offshore organization by developing and implementing standardized policies and procedures; decreasing cost and optimizing efficiency• Redefined typical “customer experience” by measuring, analyzing, and iterating upon customer feedback via Zendesk • Managed relationships with bank partner and service providers to define business strategies, minimize risk and optimize product functionality Show less

Risk and Reporting Analyst III

• Jan 2016 - Jun 2016

Reporting: • Measured volumes, accuracies and efficiencies from an operational perspective utilizing PostreSQL and MongoDB to create, manage, and report metrics• Identified opportunities to more effectively meet business objectives and implement necessary policy adjustments • Worked closely with Marketing and Engagement Teams to create initiatives designed to optimize customer engagement and retention based on based on qualitative and quantitative insights Risk:• Collaborated with bank partner and service provider partners to track and manage fraud investigations• Monitored and tracked customer activity for potential fraud, account abuse, and other suspicious activity by reviewing daily reports and spreadsheets• Analyzed fraudulent customer activity to design and implement new processes and procedures, in compliance with Regulation E, mitigating future fraud Show less

Community Manager

• Dec 2014 - Jan 2016

• Designed, implemented, and maintained account onboarding process increasing customer engagement by nearly 50% via Mailchimp• Responded to customer queries via Zendesk; common areas of interest included troubleshooting technical issues, confirming money movement, and processing new feature requests• Generated monthly and ad-hoc reports, designed to analyze and identify customer trends and behaviors • Developed engagement score methodology: used to define positive customer behavior based on banking and wellness activities Show less

Community Manager

• Apr 2014 - Nov 2014

• Provided support for the 6000+ members by serving as the first point of contact • Tracked member metrics, in order to generate strategic marketing campaigns • Managed the inventory acquisition process • Cultivated, generated and managed social media campaigns • Developed sell through calculation methodology • Analyzed weekly progress and presented findings to entire team • Provided support for the 6000+ members by serving as the first point of contact • Tracked member metrics, in order to generate strategic marketing campaigns • Managed the inventory acquisition process • Cultivated, generated and managed social media campaigns • Developed sell through calculation methodology • Analyzed weekly progress and presented findings to entire team

Administrative Assistant/ Officer

• Nov 2013 - Feb 2014

• Helped create a system to analytically model the inconsistencies in reporting • Worked side-by-side with administrative team to maximize efficiency and reach expectations • Managed the database of all outgoing and incoming mail • Helped create a system to analytically model the inconsistencies in reporting • Worked side-by-side with administrative team to maximize efficiency and reach expectations • Managed the database of all outgoing and incoming mail

Data Entry Operator

• Aug 2013 - Oct 2013

• Performed both alphanumeric and numeric data entry for 2013 Australian Federal Election • Maintained operations by following polices and procedures, reporting needed changes • Contributed to team effort by accomplishing related results as required • Performed both alphanumeric and numeric data entry for 2013 Australian Federal Election • Maintained operations by following polices and procedures, reporting needed changes • Contributed to team effort by accomplishing related results as required

Project Assistant

• Jan 2013 - Mar 2013

• Researched competition and created white paper to highlight findings • Compiled media clippings about need for standardized performance data • Aided in brainstorming and developing strategy for improving overall performance • Generated website mock-ups using Balsamiq; email blasts using Constant Contact; central address database using Salesforce.com • Researched competition and created white paper to highlight findings • Compiled media clippings about need for standardized performance data • Aided in brainstorming and developing strategy for improving overall performance • Generated website mock-ups using Balsamiq; email blasts using Constant Contact; central address database using Salesforce.com

Chart Auditor

• Sep 2012 - Oct 2012

Reviewed and audited patient records for completeness and accuracy in accordance with Medicare and Medicaid standards Reviewed and audited patient records for completeness and accuracy in accordance with Medicare and Medicaid standards

Section Head and Wilderness Trip Leader

• Jun 2009 - Aug 2012

• Supervised and mentored a group of 6 counselors • Ensured the safety and well-being of camp community as a member of the management team • Developed daily lesson plans and facilitated classes for windsurfing, sailing, and swimming classes • Led hiking, backpacking, and canoeing trips and instructed about outdoor ethics • Monitored each counselor’s personal growth and compiled counselor progress reports • Supervised and mentored a group of 6 counselors • Ensured the safety and well-being of camp community as a member of the management team • Developed daily lesson plans and facilitated classes for windsurfing, sailing, and swimming classes • Led hiking, backpacking, and canoeing trips and instructed about outdoor ethics • Monitored each counselor’s personal growth and compiled counselor progress reports

Economic Development Intern

• Jan 2012 - May 2012

• Worked with entrepreneurial urban developer to assist in the daily operations of his firm • Coordinated on a wide variety of economic development projects, including SLOC • Assisted in creating a business plan for a new distillery concept in Upstate New York • Worked with entrepreneurial urban developer to assist in the daily operations of his firm • Coordinated on a wide variety of economic development projects, including SLOC • Assisted in creating a business plan for a new distillery concept in Upstate New York

Applied Econometrics Tutor of Student Academic Services

• Sep 2011 - May 2012

Tutored college level students in applied econometrics material on a weekly basis

Dean of Faculty Office Student Assistant

• Sep 2010 - May 2012

• Supported administrative team with daily procedures and progress• Developed clerical work skills necessary to work as part of an office • Performed data entry, campus errands, and web research