• Led the initiative to clear an OCC MRA by meticulously defining and implementing claims processes in strict adherence to Regulation E.• Established a robust quality control process and timeliness monitoring system to ensure Regulation E compliance and efficient claims handling.• Created comprehensive training materials for the claims team and customer service, ensuring consistent and effective claims resolution.• Developed and implemented an enhanced end-to-end dispute intake and management process, leveraging technology for process optimization.• Fostered strong collaborative relationships with frontline staff, facilitating information exchange and operational support.• Defined roles, established accountabilities, and coached the team to achieve business objectives.• Actively coached team members on claims handling and identified process improvement opportunities.• Focused on talent development and building a high-performance culture aligning with the bank's strategic goals.

• Managed a team of 15-20 dispute analysts, overseeing staffing, scheduling, coaching, and development.• Implemented and managed KPI/KRI metrics to ensure agents met defined expectations and maintained quality standards.• Assisted agents in creating career development plans and provided exceptional customer service across various channels.• Analyze complex customer problems and generate viable solutions.• Respond to escalated customer complaints from the BBB, FDIC, or other regulatory agencies, or highly escalated customer situations. • Ensured compliance with financial regulations and managed projects to enhance operational processes.

• Managed staffing, scheduling, coaching, and development for a team of operations analysts.• Conducted applicant screening and interviews and ensured compliance with regulatory requirements.• Developed forecasting models to accommodate team growth.• Collaborated with cross-functional teams to execute efficiency-enhancing projects.• Conducted complex application reviews and became a Subject Matter Expert in Account Origination procedures.

• Managed the customer service tool utilized for email communication. Use metrics and reporting to show process stability. Monitor for customer impacting issues and trends for recommendations on improvement initiatives.• Forecast volumes through marketing spikes and feature launches to ensure proper staffing of incoming email volume. • Implement metrics and reporting to ensure agents are trained and performing to expectations• Develop programs to train new agents and keep existing agents informed of new changes, and manage training materials.• Work with Varo’s development team to recommend and implement process improvements

• Demonstrate extraordinary relationship care while communicating directly with the customer and servicing accounts.• Listening and connecting with customers to enhance the relationship, while recognizing value on every call. • Maintain and exceed acceptable performance standards including, but not limited to: effectiveness, efficiency and world class customer service results.

• Utilized fraud management techniques to identify possible fraudulent situations and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action. • Handled inbound/outbound calls on accounts while maintaining a professional working relationship between American Express and the customer. Investigated allegations of fraud, counseling fraud victims and/or possible fraud victims, performed identity restoration duties and victim case management. • Maintained and exceeded acceptable performance standards including, but not limited to: effectiveness, efficiency and world class customer service results.

• Innovated and implemented a team incentive program to drive growth in customer satisfaction, and to improve employee recognition and morale. • Assisted irate and displeased clients, utilizing my experience to de-escalate and negotiate to win their continued business. • Interviewed prospective employees and performing the recruitment steps of the organization.