Dana Cook-Forde Email and Phone Number

• Spearheaded the successful attainment of Scoir's first SOC2, Type I audit certification, resulting in a compliant and finalized report. • Strengthened access controls via rigorous review of user permissions based on least privilege principles and role-based restrictions. • Implemented and maintained Scoir's inaugural companywide security awareness training program, as well as coordination of the first external penetration test and remediation efforts.

• Facilitated the annual SOC2, Type II audit through engagement with key stakeholders to gather and present the proper evidence required, ensuring the timely issuance of a final, clean report.• Led customer on-site and virtual audits and all aspects of the related documentation, walkthroughs, testing, and remediation requests/efforts.• Collaborated cross-functionally to fulfill Request for Proposals (RFP), contributing to an increase in sales opportunities.

• Managed and tracked hundreds of Information Security risk assessments and due diligence requests for inquiring customers and enterprise partners, following ISO27001 + NIST frameworks.• Strategically prioritized audit findings to ensure resolution within designated remediation timelines, fostering enhanced customer satisfaction and trust.• Contributed to the creation and annual review of Information Security policies, standards, procedures, and plans (BCP, DR, IRP) to meet existing and newly developed industry best practice and regulatory requirements.

• Initiated proactive engagements with financial institutions to establish direct data feeds, enhancing the reliability of account aggregation and bolstering client satisfaction. • Leveraged tracking tools, such as JIRA and Confluence, to swiftly identify and address software bugs, streamline development processes, and ensure transparent communication across departments, resulting in accelerated project timelines and improved product quality. • Appointed to lead a strategic initiative aimed at minimizing support tickets from advisors by analyzing existing processes and software functionalities, leading to a substantial decrease in support overhead and enhanced operational efficiency.

• Optimized data aggregation between Financial Institutions and eMoney Advisor's Wealth Management Platform by diligently reviewing daily internal status reports and swiftly addressing or escalating any issues to minimize downtime. • Provided expedited support to hundreds of advisors via an internal ticketing system, analyzing trends and presenting the findings to senior management. • Effectively managed the partnership between eMoney Advisor and their third-party account aggregation company, consistently delivering exceptional results within SLA timeframes and exceeding end-user expectations.

• Led a team of five specialized agents to efficiently handle complex customer issues and successfully execute customer satisfaction surveys/projects within stringent timelines, demonstrating strong leadership and motivational abilities. • Executed comprehensive interview processes to secure top talent, and conducted performance reviews to drive continuous improvement and achieve exceptional results. • Elevated the company’s Better Business Bureau rating by a full letter grade (B+), reflecting effective management strategies and commitment to enhancing customer satisfaction and brand reputation.

• Co-led a team of seven service agents to deliver exceptional support for escalated issues, ensuring prompt resolution for both end users and interdepartmental matters. • Managed 1and1's Facebook and Twitter accounts to engage with customers and positively influence public opinion, generate interest, and drive conversation. • Processed Attorney General cases from all fifty states, resolving critical issues and mitigating legal risks to protect the company's interests and reputation.