Oversight and management of operational processes in the Fraud Detection group. • Key Stakeholder in complex conversion projects with a focus on Fraud impacts. • Facilitated Management Training of Fraud manual processes• Updated Fraud policies and procedures for the Fraud Department to ensure tasks were up-to-date and the group remained compliant• Review and respond to agent submissions regarding potential process improvements• Identified as a subject matter expert in the Fraud department and handled escalated issues for Customers

Provided leadership and ran the day-to-day operations for a team of 8 non-exempt associates within the Fraud department. Responsible for assisting in the start-up and implementation of the business unit due to a change in location.• Defined and measured metrics that met and exceeded departmental expectations• Documented and delivered performance reviews• Coached, developed and mentored non-exempt employees with a focus on providing extraordinary customer service, metric adherence and policy and procedure compliance• Interviewed, hired and successfully on boarded new employees based on attrition and the business need• Facilitated and resolved escalated employee concerns• Developed and executed repeatable efficient processes• Developed methods to encourage and implement process improvements that resulted in system enhancements to the case management system• Key Stakeholder of complex project to integrate and align HSBC and Capital One policies and procedures for lines of business within the Fraud Department following an acquisition • Collaborated with forecasting, long term and short-term planning to determine resource allocations based on volume and trends • Facilitated Quality Call Calibration sessions for regulatory, compliance, policy/procedure adherence and customer satisfaction• Implemented a new team to assist phone agents with questions and create training based on frequently asked questions.

Managed Fraud Inbound/Outbound operational teams of up to 20 non-exempt employees within the Fraud department. • Collaborated with the Recruiting department to recruit, interview and hire new employees • Managed complex projects to ensure no impacts to the Fraud department. • Completed write up’s on customer escalations received from Executive Services• Oversight of the quality evaluation process and employee results for the Domestic Fraud Inbound/Outbound groups• Conducted audits of high fraud losses in excess of $5,000 for my agents and presented employee and process improvements to the Senior Leadership Team focusing on the reduction of dollar losses per case• Audited policies and procedures for the Fraud Inbound/Outbound group yearly to ensure tasks were up-to-date and the group remained compliant• Performed Monthly Call Monitors on each of my agents to ensure compliance of Policies and Procedures.• Conducted weekly one-on-one sessions with a concentration on quality, performance metrics and attendance• Facilitated performance management discussions on an as needed basis to include termination of employment• Handled escalated cases/calls for the Senior Leadership Team and presented recommendations based on the case/call results • Represented the company in Unemployment Hearings • Tracked and Coached Quality Exceptions for my Inbound and Outbound agents. • Coached, developed and mentored non-exempt employees with an emphasis on meeting/exceeding departmental goals• Documented and delivered performance reviews

Assisted in managing the Fraud Inbound operational teams of up to 20 non-exempt employees within the Fraud department. • Managed small department projects to improve system performance and streamline processes for the Fraud department. • Coached agents on quality exceptions to improve performance • Submit recommendations to update Department Policies and Procedures.• Performed Coaching Call Monitors with agents to ensure compliance of Policies and Procedures.• Handled escalated cases • Tracked and Coached Quality Exceptions for Inbound and Outbound agents. • Coached employees with an emphasis on meeting/exceeding departmental goals