● Overlook multiple operational and project management teams – with the operational teams focusing on legal and tax support for merchants; and project management team focusing on driving operational excellence and implementing new product and processes ● Design and implement proactive and reactive solutions for clients with inaccurate profile data, ensuring the mitigation of backup withholdings or any other financial disruption to their business● Partner closely with cross-functional stakeholders, including product and operations teams, to design and launch new products and procedures, ensuring readiness and adherence to quality standardsKey Accomplishments:● Achieved a 50% reduction in completion time for cross-departmental processes by enhancing workflows● Developed forums and readiness protocols for smooth implementation of new initiatives, boosting alignment with company objectives● Directed the team to secure a top audit rating, demonstrating a robust performance culture and compliance with regulatory standards

+Overlook a team of 12-15 analysts spread throughout two domestic sites and an international site+Partner with application developers to construct dashboards that can make improve efficiency of processes+Revise and improve processes and procedures to ensure effectiveness and efficiency+Integrate new processes to create end-to-end ownership of client requests+Collaborate with partners to improve average case completion time from 10-14 days to 2-5 days

+Analyze merchant activity including banking and processing behavior to identify fraudulent activity against and/or by the merchant+Tracking department efficiency by monitoring daily productivity in various work queues and delegating work accordingly+Resolve merchant inquiries that have been escalated to a supervisor level within 24 hours+Recording various processes to develop automation and improve workflow

+Educate merchants on processes/regulations related to chargeback, retrievals, & adjustments+Develop improvements on existent procedures to improve speed and quality+Create SOPs and job aids to assist employees with different processes+Navigate through various systems to effectively make a decision on compliance cases+Assist in merchant-specific projects to improve their overall all Win/Loss rate

+Ensure timely follow-up on merchant/card-issuer inquiries+Analyze disputes; take appropriate action within strict deadlines+Employ comprehensive critical thinking skills to gather all details necessary to properly assist merchants and ensure a positive service experience+Maintain a quality score of 100% and exceed expected hourly production

+Provide support to benefit the patient’s behavioral, practical, and intellectual development+Develop plan to improve behavioral and practical skills relative to specific case+Complete biweekly timesheets and report detailed progress on a monthly basis+Organize time effectively to ensure patients are meeting goals related to their disabilities

+Provide support to benefit the patient’s behavioral, practical, and intellectual development+Assist patient in daily activities that they may have difficulty with+Complete biweekly timesheets and report detailed progress on a monthly basis+Organize time effectively to ensure patients are meeting goals related to their disabilities