Director of Operations

• Jul 2022 - Present

MRG Exams is the specialist in disability and impairment exams. Since our inception in 1998, MRG's focus has been on Independent Medical Exams. We administer the exam process while assuring overall quality, clarity, and content of each exam report. MRG desires to be the premier company of its kind. We understand that the key to the success of our business depends on the quality of the relationships and loyalty earned with our staff, customers and physicians. MRG Exams is the specialist in disability and impairment exams. Since our inception in 1998, MRG's focus has been on Independent Medical Exams. We administer the exam process while assuring overall quality, clarity, and content of each exam report. MRG desires to be the premier company of its kind. We understand that the key to the success of our business depends on the quality of the relationships and loyalty earned with our staff, customers and physicians.

Vice-President, Division Manager, Fraud and Dispute Operations & Technology

• Jan 2019 - Jul 2022

Team of 125-150 includes the Fraud Hotline, and the Card Fraud and Dispute Teams; which are responsible for managing Regulation E and Regulation Z client claims. • Identified process and procedure gaps, utilized Robotics Process Automation (RPA) and developed controls to mitigate risk.• Implemented a prepaid fraud group of 25 to quickly mitigate unemployment benefits fraud. • Re-aligned teams and workflow responsibilities to create an environment of skill development and team-focused problem solving. Show less

Vice-President, Division Manager, Fraud Strategy

• May 2017 - Jan 2019

Managing Key’s vendor fraud models and applications to identify, prevent, assess, monitor, control, test and report fraud and cyber related risks.• Created fraud tool 1-pager to simplify and create awareness of opportunities and gaps• Initiated ‘quick win’ tracking to highlight achievements and hold staff accountable (examples include: meeting attendance review identified 147 hours/month of time savings; report development review identified 10 hours/month; then transitioned the time to our primary responsibility of preventing/detecting fraud).• Implemented an expanded career development track for the business analysts to allow better career progression and cross-training opportunities. Show less

Sr. Manager - Information Security / Third Party Security

• May 2016 - May 2017

Vendor information security requirements/compliance with GLBA, HIPAA, PCI and FFIEC cybersecurity risks. Managed with an approach to build vendor risk awareness across the enterprise; by simplifying and continually improving the way vendor relationships are managed; and by offering greater transparency into how cyber and vendor risk can affect both clients and the business units.• Implemented strategic plan to simplify processes and streamline procedures, which increased efficiency and output of vendor audit reviews (46% increase over prior year). Show less

Manager - Privacy Compliance

• Jul 2013 - May 2016

As Manager of Key’s Privacy Compliance department, I was responsible for delivering innovative solutions to manage privacy risk. At Key, the Privacy Compliance Group is responsible for compliance with GLBA (Reg P), FCRA/FACTA (Reg V), TCPA, CAN-SPAM, HIPAA, COPPA, and RFPA. Directed Privacy Compliance program; including: developing the KeyCorp Privacy Policy, strategy, methods, and associated processes. Provided executive level consulting, research, and analytical support on current and upcoming privacy related industry trends, technology, standards, best practices, concepts and solutions. • Executed a privacy strategy that delivered compliance guidance to internal partners that highlighted the path to allow opportunities for increased client contact. Show less

Manager - Fraud Investigations

• Jul 2006 - Jun 2013

Fraud investigations and data analysts across the bank’s Eastern Region and Special Investigations Unit. Operations included development and implementation of strategy, project management, peer information gathering/reporting, risk assessment, internal/external training and development, quality assurance and managing AML/BSA compliance. • Lead internal investigations, including the identification of insider employee fraud that transgressed multiple years and clients, gaining a guilty plea through coordination with the US Attorney, FBI, and IRS. • Successful implementation of KeyBank’s transition to a new Ethics Helpline vendor; the project required identifying a new vendor, defining the process, developing and implementing a communication plan, implementing the changes, and tracking the results.• Established peer bank networking with investigative groups to enhance information sharing, facilitating the identification of opportunities to improve fraud tactics.• Leveraged leadership skills to improve employee engagement scores and overall volume and quality of investigative reviews; while simultaneously reducing staff levels. Show less

Sr. Planning Analyst - Strategic Planning

• Mar 2000 - Jul 2006

Provided support to business unit executives to ensure continuity and consistency in their presentations and deliverables to KeyCorp’s CEO and Board of Directors. Utilized industry databases, publications, and internal sources to provide guidance on industry trends, peer metrics and best practices. • Collaborated with assigned business units to define and prioritize intelligence and information needs, provide analysis, make recommendations and develop creative approaches to address strategic and performance measurement issues.• Developed reporting that focused executive management on strategically relevant and critical information.• Partnered with business units in defining, developing, gathering, measuring, and refining strategic metrics.• Worked with a team to coordinate and implement a Balanced Scorecard for 22 business lines and support areas.• Provided analytic insight for CEO on presentations by the executive line of business leaders.• Developed, managed, and monitored the integration project plan to ensure the project was completed on time and on budget. Show less

Commercial Product Manager

• Mar 1996 - Mar 2000