• Manage team of 21 analysts responsible for the timely and accurate boarding of 8,000+ new payment processing clients per month.• Streamlined processes to efficiently incorporate regulatory requirements such as FinCEN and Legal Entity Customer Identification Program (CIP) resulting in minimal impact to productivity while maintaining a controlled process• Created a new client boarding quality review program, analyzed error trends and implemented process changes which reduced the error… Show more • Manage team of 21 analysts responsible for the timely and accurate boarding of 8,000+ new payment processing clients per month.• Streamlined processes to efficiently incorporate regulatory requirements such as FinCEN and Legal Entity Customer Identification Program (CIP) resulting in minimal impact to productivity while maintaining a controlled process• Created a new client boarding quality review program, analyzed error trends and implemented process changes which reduced the error rate by 13% in two months.• Utilized workforce planning and capacity modeling expertise to forecast incoming volume and ensure appropriate staffing.• Applied Agile (Kanban) methodologies to improve efficiency and client experience by minimizing onboarding paperwork.• Provided detailed guidance and impetus to management in three functional areas around audit readiness activities resulting in satisfactory internal audits in all areas.• Developed Key Performance and Key Risk Indicators for multiple teams in Operations which proactively assisted in the identification of negative trends in productivity and quality.• Drove changes to processes in the Commercial Bank, Merchant Services and Global Security to minimize Fraud losses as a result of an analysis I completed. Show less

• Partnered with executive-level leadership to identify RCSA control gaps, formulated action plans to mitigate risks and validated control effectiveness• Exceeded corporate standard of on-time action plan closure rate of 95%.• Created agenda and facilitated monthly meeting with line of business CEO to discuss sensitive, high risk issues. • Integrated line of business into the firm wide programs for several regulatory initiatives including Servicemembers Civil Relief Act (SCRA)… Show more • Partnered with executive-level leadership to identify RCSA control gaps, formulated action plans to mitigate risks and validated control effectiveness• Exceeded corporate standard of on-time action plan closure rate of 95%.• Created agenda and facilitated monthly meeting with line of business CEO to discuss sensitive, high risk issues. • Integrated line of business into the firm wide programs for several regulatory initiatives including Servicemembers Civil Relief Act (SCRA), Sworn Documents and Complaints Management. • Implemented a line of business-wide centralized issue triage program to ensure consistent evaluation of control breaks across cross-functional areas. Program included executive levels of leadership along with stakeholders from Legal, Compliance, Operational Risk Oversight and Oversight & Controls. Show less

• Transitioned and managed the Escalated Research team with 9+ direct reports to Texas from Ohio and reduced pipeline by 50% in 60 days.• Proactively initiated, implemented and facilitated weekly call calibration sessions for all members of management in the department to share knowledge and formulate methods of consistently scoring calls.• Increased level of knowledge with Excel from beginner to intermediate for 80% of my team within 2 months by utilizing hands-on training in team and… Show more • Transitioned and managed the Escalated Research team with 9+ direct reports to Texas from Ohio and reduced pipeline by 50% in 60 days.• Proactively initiated, implemented and facilitated weekly call calibration sessions for all members of management in the department to share knowledge and formulate methods of consistently scoring calls.• Increased level of knowledge with Excel from beginner to intermediate for 80% of my team within 2 months by utilizing hands-on training in team and one-on-one settings.• Selected by management to mentor a peer to help her achieve maximum time effectiveness for daily, weekly and monthly deliverables.• Led a team that consistently exceeded goals for both call and complaint quality, thereby delivering an outstanding customer experience while adhering to the regulations set by the OCC.• Built a complaint oversight team from the ground up—identified areas within the complaint’s process that required controls, established the control and documented the procedure around each control.• Developed team’s decision-making skills through confidence building; empowering them to make decisions without direction. Show less

• Served as Team Leader of 10+ analysts for all technical aspects of complex software resulting in new, practical applications of workforce management principles.• Created and executed training to Team Managers and Team Leaders which resulted in a 55% increase in RTA usage.• Created the eSchedule Planner (eSP) and Real Time Adherence (RTA) training manuals that will be used to train 6000+ agents and supervisors, and trained the trainers for the eWorkforce Management (eWFM) rollout… Show more • Served as Team Leader of 10+ analysts for all technical aspects of complex software resulting in new, practical applications of workforce management principles.• Created and executed training to Team Managers and Team Leaders which resulted in a 55% increase in RTA usage.• Created the eSchedule Planner (eSP) and Real Time Adherence (RTA) training manuals that will be used to train 6000+ agents and supervisors, and trained the trainers for the eWorkforce Management (eWFM) rollout project.• Provided on-site technical support to over 500 agents and managers by being the liaison between the system administrators/helpdesk and the end users during eWorkforce Management rollout.• Created, reviewed, and revised innovative call routing and staffing strategies in an intelligent call routing environment resulting in an improved customer experience.• Documented call routing structure and conducted training classes to raise knowledge level of complex workforce management concepts (including the use of IEX Totalview, eWorkforce Management, Symposium, Avaya and Virtual Hold), resulting in significant decrease in error rates and a sustained increase in occupancy. Show less

• Reconciled all remittance processing cash letters for deposit to the Federal Reserve of Dallas• Transmitted and confirmed electronic posting files for both ACH files and files crediting customer accounts• Operated DP-500 and Opex 150 remittance processing machines