Experience

Moors & Cabot

• United States
• Financial Services
• 100 - 200 Employee

• Compliance Analyst

  • Aug 2023 - Present



Robinhood

• United States
• Financial Services
• 700 & Above Employee

• Executive Office Specialist

  • Aug 2022 - Jul 2023

  Investigated, resolved and responded to highest level CX escalations in the firm including but not limited to: FINRA, SEC and State regulatory complaints, potential vulnerable investor investigations, fraud review, and physical security concerns. Supervised Customer Experience Representatives’ customer interactions via email, phone and chat channels providing evaluation through written feedback with coaching notes as part of root cause analyses reviews. Created and delivered… Show more Investigated, resolved and responded to highest level CX escalations in the firm including but not limited to: FINRA, SEC and State regulatory complaints, potential vulnerable investor investigations, fraud review, and physical security concerns. Supervised Customer Experience Representatives’ customer interactions via email, phone and chat channels providing evaluation through written feedback with coaching notes as part of root cause analyses reviews. Created and delivered training for every registered Customer Experience team within the firm on compliant escalation procedures to mitigate internal risk. Worked cross functionally with internal stakeholders including company Executives, Compliance, Fraud, Knowledge Management and Legal to identify service issues and processing gaps through root cause analysis aimed at resolving operational firm’s Customer Experience department. Gathered quarterly data from root cause analysis reports using Looker to implement operational changes that aligned with regulatory requirements in the firm’s Customer Experience and Fraud departments.

• Core Brokerage Representative

  • Apr 2021 - Jul 2022

  Delivered real-time service to users via email and phone channels on issues affecting their ability to use the company's product as well as insight into their investment portfolios. Mastery of company procedures and processes to provide customers with a resolution to their issue utilizing resources such as Slack, Atlassian, Jira and Salesforce. Launched a training program aimed at providing ongoing company standard of procedure training to agents within my team leading to a 40%… Show more Delivered real-time service to users via email and phone channels on issues affecting their ability to use the company's product as well as insight into their investment portfolios. Mastery of company procedures and processes to provide customers with a resolution to their issue utilizing resources such as Slack, Atlassian, Jira and Salesforce. Launched a training program aimed at providing ongoing company standard of procedure training to agents within my team leading to a 40% metric increase in customer resolution rates among agents.



DUO58 Inc.

• Director of Learning & Development

  • May 2016 - May 2019

  Managed and facilitated all management and employee training sessions, curriculum, and other resources to meet the current needs of the business. Created company training curriculum for all new hires and established operation standard operating procedures from beginning to end. Met with employees regularly to assess their development and implement plans of professional growth. Facilitated & led 1:1 mentoring sessions with team members.