Experience

First Tech Federal Credit Union

• United States
• Financial Services
• 700 & Above Employee

• Enterprise Solutions Systems Analyst II

  • Feb 2023 - Present



Coinbase

• United States
• Internet Publishing
• 700 & Above Employee

• Team Lead, Institutional Onboarding Client Services

  • Sep 2020 - Aug 2022

  • Created and facilitated a training program for analysts and 50-person cohorts, delivering a methodology to quickly educate new hires on the multifaceted and shifting workflows.• Advised 6 different Institutional Onboarding Management cohorts on internal systems, team partnerships, team management, and projects to enhance the ability to achieve commitments.• Collaborated with cross-functional teams on a recurring cadence as well as special projects to ensure successful transformation of workflows as the institutional organization grew.• Consulted on requirements, UAT, and process creation for 6 cross-functional overhauls of client-facing and internal onboarding application systems with a focus on customer success.• Coached dozens of Analysts on workflow knowledge, change management, and project engagement, amplifying the impact of each analyst and increasing the productivity of the team.• Earned the rare Star Manager Award for process creation and cross-functional work in a regulatory uplift and overhaul of the domestic and international KYC CDD process. Show less

• Senior Support Analyst, Institutional Onboarding

  • Sep 2019 - Sep 2020

  • Wrote 150+ pages of documentation for the Institutional Onboarding KYC Process Training Program and a 450+ page Google Slides deck that was redesigned 6 times to increase impact.• Voted Values Award winner twice by the Customer Experience Department (out of 200+ Analysts from all Retail and Institutional Support teams) in 2019 and 2020.• Compiled audit examples, participated in audit interviews, and helped draft controls for SOC, internal, and external audits to ensure the onboarding process was represented properly. Show less

• Support Analyst II

  • Jun 2018 - Sep 2019

  • Created adaptive workflow changes, overseeing process optimization and problem-solving for the onboarding workflow in response to the technical, regional, product, and other shifts.• Processed detailed client investigation reviews as well as institutional applications for high-profile accounts, exceeding productivity metric baselines.



Simple Finance

• United States
• Technology, Information and Internet
• 1 - 100 Employee

• Partner Operations Agent (Business Operations)

  • Aug 2015 - Jun 2018

  • Executed special requests from banking partners to ensure regulatory compliance and security of accounts with a focus on creating customer and partner happiness.• Facilitated the creation of new workflows and tracking systems as projects, products, and customer bases changed, enhancing the efficiency of back-end and front-end workflows.• Oversaw and managed recurring requests for back end departments with a focus on accuracy and productivity under tight deadlines including time-sensitive cashier check facilitations, etc. Show less

• Analyst, Customer Experience

  • May 2014 - Aug 2015

  • Delivered first-rate account support to customers through personalized messaging and empathetic phone support while excelling in productivity and quality scores.



Transition Projects

• United States
• Non-profit Organizations
• 100 - 200 Employee

• Client Services Specialist

  • Sep 2006 - Apr 2014

  • Provided resource referrals and supervised activities to ensure safety/success of participants. • Maintained accurate logs, shift reports, and participant records (both manually and using web-based programs) to enable precise reporting and an audit trail for the organization. • Led and trained volunteers in assisting shelter/day center staff and participants. • Provided resource referrals and supervised activities to ensure safety/success of participants. • Maintained accurate logs, shift reports, and participant records (both manually and using web-based programs) to enable precise reporting and an audit trail for the organization. • Led and trained volunteers in assisting shelter/day center staff and participants.



AmeriCorps NCCC

• United States
• Government Administration
• 700 & Above Employee

• Corps Member

  • Sep 2005 - Jul 2006

  • Community, Environmental, + Public Service Corps Member. • Community, Environmental, + Public Service Corps Member.