Safeguarded cardholder identities by overseeing fraud claim reviews, and managing staffing and workflow, meeting departmental standards. Proactively identified and escalated service failures, coached team members, and utilized performance analysis in driving improvements. Ensured adherence to regulatory processes, reviewing, updating and developing new policies and procedures, serving as resource for policy and HR matters, Earned Inclusive Leader Award, receiving nomination from direct reports. Upskilled colleagues, facilitating advancement and cross-training within Investigations.Drove recovery rates over 70% by reducing case volumes and optimizing recovery through strategic training and work distribution. Developed and implemented comprehensive KPI tracking system, improving performance monitoring and reporting accuracy by collaborating with Fraud Operations Desk. Trained Managers in Pune, India on onboarding, recovery reports, and management duties to shift resources into more complex workUpdated policy and procedures, to increasing operational efficiency after coordinating audit remediation for 2 major fraud audits in investigations. Collaborated with tech team in developing platform in Tableau, designing for use by managers and senior leaders, enhancing data visualization and decision making.Transitioned recovery report to new case feeder technology, reducing errors from 20%-30% to 0 and cutting number of colleagues required to manage report by 50%.

Fidelity's Financial Services Associates are the primary point of contact for customer queries regarding their Defined Contribution retirement plans. Financial Services Associates take personal responsibility for identifying customer needs and responding in a timely manner, while providing a high value customer experience. Financial Service Associates engage in fulfilling work by educating and empowering customers to make more informed financial decisions that can help them in their retirement years.

Oversaw achievement of financial goals, delivered high-quality swim lessons, and maintained exceptional customer service and facility standards. Led customer service operations, back of house procedures, and ensured organizational effectiveness and adherence to company standards.Opened Florence, KY location, enrolling over 1,000 swimmers and transferring to Mason location, increasing enrollment from 800 to 1,400 swimmers in less than 6 months. Mentored direct reports to promotion by upskilling 4 part-time employees into full-time manager roles. Developed Florence location into training facility for new Bear Paddle Managers, contributing to growth and strong organizational culture.

(Formerly Caesars Entertainment)Oversaw achievement of financial goals, delivered high-quality swim lessons, and maintained exceptional customer service and facility standards. Led customer service operations, back of house procedures, and ensured organizational effectiveness and adherence to company standards.Opened Florence, KY location, enrolling over 1,000 swimmers and transferring to Mason location, increasing enrollment from 800 to 1,400 swimmers in less than 6 months. Mentored direct reports to promotion by upskilling 4 part-time employees into full-time manager roles. Developed Florence location into training facility for new Bear Paddle Managers, contributing to growth and strong organizational culture.

Oversaw all aspects of Aquatic Department, including managing and hiring lifeguards, swimming instructors, water fitness instructors, and coaches. Managed a multi-faceted budget, prepared and updated schedules, and led training of new swim lessons program. Trained staff, ensuring current certifications. Led risk management initiatives.Created and implemented audit program for lifeguards and Aquatic Directors as part of risk management initiative while increasing swim lessons enrollment, contributing to overall growth over an 8-year period.Selected as 1 of 100 in US by YMCA of USA for rolling out and training new Lifeguard certification program nationwide.Won Outstanding Service Award, gaining nomination by top leadership and peers.Organized and executed free community SPLASH program, serving over 1,300 families in community.