• Collaborate and troubleshoot on important issues for Merchants for a respective book of business, including but not limited to payment issues, portal issues, menu updates, and other advanced support issues• Build relationships with Merchant partners by being main contact and expert for our high revenue Merchants for their support operations• Promote retention and overall Merchant success through service and proactive outreach via phone, email or zoom call

- Schedules and oversees the work hours and coverage for the team- Supervises assigned staff providing coaching, monitoring and prioritizing of daily activities.- Serves as a subject matter expert for department functions.- Prepares and monitors daily staffing and makes changes to maintain operational objectives.- Perform month one on one's to review employee performance and growth opportunities.- Provides direction to new and less experienced staff to train and orient them, increasing their understanding of the department functions.- Guides and assists team members with case research and consumer assistance.- Actively reviews the Internal Reference Guide to ensure that policies and procedures are current and accurate.- Recommends policy and procedure enhancements.- Assists with research for legal responses.- Responsible for interviewing and selecting new employees, performance management and disciplinary actions as needed.- First line of defense for escalated consumer issues.- Responsible for the consumer reporting activities.- Supports the company’s commitment to protect the integrity and confidentiality of systems and data.

Member of an executive consulting team providing process improvement, process mapping, change management and support services to senior management of a multinational financial institution.

Manage a team of enrollment Specialists and Senior Specialists supporting back-office functionalities. Manage daily workflow activities, which include membership processing, enrollment requests, enrollment failure resolution and monthly premium payment issues. Facilitate Team meetings and monthly one on one meetings. Coach and mentor employees to meet and supersede team and departmental goals. Facilitate the refresher and upskill training needs of the team. Create, implement and maintain department process procedure documents, team metrics, quality assurance program and monthly departmental reporting. Facilitate multi-site (Arizona, California and India), multi-department efforts on large scale projects. Coordinate site events and activities to aid the Corporate Office initiatives to ensure departmental consistencies. Facilitate various employee engagement activities.

Lead a team of Sr. Agents and Agents in Fraud Risk environment. Manage daily activities for a staff of 12 Sr. Agents and 10 Buyer and Seller Fraud Agents to mitigate fraud risk. Facilitate team meetings, weekly one on one meetings. Coach and motivate to surpass department production goals. Develop Sr. Agents to be effective coaches and mentors to all Agents in the department. Facilitate the upskill training needs of the Agents through the Sr. Agents.

Manage Supervisors, Credit Analysts, QA Analysts, Specialists and Agents in Merchant Risk Operations, Merchant Vetting, Commercial Underwriting, Risk Ops Management Support and Payment Operations to meet and exceed the highest level of performance through coaching, mentoring, positive motivation, development and inspirational leadership. Work with multiple departments including Sales, Account Management, Merchant Service, Fraud Risk, Operational Excellence, Compliance and Risk Policy to ensure all relevant parties are working in one accord. Collaborate with Senior Leaders on ideas for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring daily metrics, and providing feedback to Senior Management. Facilitated multiple projects/trainings including Diversity & Inclusion, Stephen Covey’s Speed of Trust, Behavioral Based Coaching and Departmental New Hire Interviewing.

Manage daily activities for a staff of 12-15 exempt level commercial underwriters that support new client processing rights. Coach and motivate to increased weekly case output. Maintain high levels of accountability within the team. Collaborate with Sales Partners to improve working relations, which results in a better employee and customer experience. Collaborate with international partners in North America, Latin America (Brazil, Mexico, Costa Rica), Australia/New Zealand, APAC (Kuala Lumpur, Shanghai) and EMEA (Dublin, Dundalk, Berlin) to ensure consistent customer experience across the division. Review and approve client cases up to one million dollars in risk exposure. Facilitate escalated account review issues, merchant calls and questions. Facilitate monthly team meeting, and weekly one on one meetings.

Created, motivated and lead 22 passionate and engaged employees to become a highly performing Team in a fast paced back office claims environment.

Manage daily activities for a staff of 11-15 protection services team members that evaluate disputes between PayPal users. Accurately and efficiently, resolve claims based on policies and procedures. Maintain top production standards and achieved/maintained the highest metric score in Protection Services globally. Built and sustained relationships with peers and other business partners in Omaha, Nebraska, Kuala Lumpur, Malaysia and Sao Paulo, Brazil. Assist in the focal promotion of five teammates within a nine-month period through coaching, development, accountability and mentorship. Liaison for the Protection Services group in Sao Paolo, Brazil.

Evaluate disputes between PayPal Users and accurately and efficiently resolve claims based on policies and procedures and the information provided by the users. Facilitate correspondence with PayPal Users regarding disputes via Kana Email responses.

Adjudicated retail and baggage claims for American Express Card members under the Property and Casualty Insurance License of management/department. Facilitate inbound/outbound calls from card members to establish claims, provide claim status, and collect pertinent information to assist in the claims process.

Manage daily activities for a staff of 12-15 representatives in a high volume inbound phone environment providing essential services and assistance to American Express Corporate Card Program clients. Effectively coached and mentored staff to deliver world class client services. Received Top Team performance honors in customer experience and sales. Conduct quality assurance reviews to ensure optimal performance of staff. Manage performance metrics to include abandonment rate, average speed of answer, calls offered/answered, service levels, and average handle time. Manage inbound sales in a call center environment to improve customer relations.