• Customer first approach to projects, strategies and improvements• Payments SME in major store and online experiences, driving growth and cost savings• Drives compliance and efficiency improvements instore and online• Managed crossfunctional international project end to end to replace payments processor, software and hardware in Canada• Launch and Manage new payment methods, including installment payments and contactless payments• Manages payments vendor relationships including processor, card networks and alternative payments from both a merchant and issuer lens• Participates in new market and alternate payments discovery

• Manages enterprise wide audit and compliance projects in a PCI environment • Manages medium to low complexity projects with operational and strategy impacts• Manages credit office workstreams in large complex projects and product launches • Manages marketing and customer servicing campaigns for Nordstrom card members• Ushers deliverables through legal and business owner approval processes or change management, as necessary• Documents business requirements for low and medium complexity projects• Participates in business and process optimization• Created optimized calendar and schedule readouts for different audiences based on need

• Assisted in validating and improving current and future processes for highly regulated tasks• SME for message system: provide training and support, serve as liaison regarding team needs between different business units • Copywriting support creating templates for special scenarios, including mitigating possible escalations• Provide other training as necessary• Audit reports and provide peer review to ensure accuracy and consistency• Assisted in resolving bank error issues and assisting in research regarding system or account errors• Reviewed and validated sensitive account updates including Cease and Desist and Bankruptcy claims• Average QA scores above peer average, received customer service recognition

• Supported business leaders on reviewing and prioritizing work efforts• Facilitated team meetings and conducted follow up to ensure company goals were met on time and on budget• Assisted in analyzing Small Business Innovation Research grants and private funding options for feasibility and ability for growth• Produced project planning documentation including statement of work, charter and cost breakdown analysis• Provided research for projects as needed

• Worked with different management companies to create compelling written content including articles, product descriptions and more ranging in complexity• Utilized SEO and internet research best practices to provide accurate and evergreen content• Provided market research, branding and ecommerce planning and research as needed• Transcribed video and audio from market research focus groups and interviews

• Managed BPO relationship and served as team liaison with offshore partners• Downloaded and prepared sensitive materials from encrypted third party applications for chargeback research• Researched fraud/non-fraud chargeback cases for claim validity• Communicated gaps and process improvements to leadership• Analyzed and reported on chargeback trends utilizing link analysis• Made process changes and suggestions to streamline processes• Provided training for new team members and cross functional team members• Updated or created missing procedures for future best practices• 0% Error Rate October-April 2014, Platinum Award December 2013 and March 2014

• Facilitated project teams from planning to closeout achieve their goals while rapidly adapting to changing company and stakeholder needs• Produced project documentation for stakeholders across company hierarchy including planning, resource loading and budgeting• Created change management process with upper leadership• Developed procedures and templates for project reporting, tracking, and other continuous improvement efforts as needed• Launched Confluence and JIRA services organization wide, including training and ongoing monitoring• Launched new digital physical record keeping policies for intellectual property

• Assisted in research, editing and writing for green energy grant proposals• Prepared PowerPoint presentations in pursuit of funding• Assisted in creating budget proposals, business and marketing plans for green energy projects.• Performed ad hoc administrative duties included taking creating handouts for meetings, formulating action plans, and transcribing conversations.