• Drove strategic initiatives and projects in support of minimizing fraud losses while providing positive user experience by reducing friction• Built, scaled, and lead world-class Fraud Operations/KYC/AML and dispute teams across US, internal and outsourced (BPO) team members• Established and tracked KPIs and OKRs for Fraud Operations • Identified risk factors and trends of potentially fraudulent activity• Forecast staffing needs to align with the fraud roadmap • Created and managed the fraud tollgate process to review Fraud and Risk trends through both team feedback and data analysis, and identify, propose and justify rule adjustments• Defined and established policies and procedures for fraud analysts and worked with Client Success to establish similar policies and procedures around fraud interactions• Established an LOD1 KYC/AML operations team to perform onboarding, adverse media, watchlists, business onboarding, and transaction monitoring• Mitigated 2.4 million in identity fraud during onboarding at a 90% detection rate with new process• Reduced account takeover losses by 95% year over year with no increase in friction• Brought down the average ACH losses below 100K for the first time• Protected 5MM in savings across multiple elderly client accounts via our detection process• Decreased fraud leakage rates to 50 BPS and reduced average handle time by 3 minutes• Managed a centralized change control process for all retail operations• Standardized procedures and process maps• Facilitated development of the fraud RCSA, gap assessment and control development• Operationalized several new fraud tools and systems; Accertify, Sentilink and Stripe

Develop relationships with existing client base at all levels of the hierarchy, establishing brand awareness.Perform gap assessment for clients perusing CMMC certification to include:• Policy and procedure development/update• Evidence collection and validation• Examine• Interview• Test• Evidence traceability mapping• Control review and testing Assisted with Cyber Crisis management and Cyber resilience plan reviews:• Holistic evaluation of the plan's structure and usability• Detailed mapping of the current plan's gaps to an ideal state plan framework• Actionable recommendations on how to optimize the current plan to increase its value

• Developed RCSAs for the Fraud, Data Governance, and Customer implementation and Subpoena processing teams (in collaboration with the First Line of Defense (LOD1) team).• Led responses to internal audits and assisted with regulatory audits. • Developed KRIs and KPIs for operational risk reporting.• Developed a process for Self-Identified Issue (SII) tracking.• Developed and managed control testing team for the Fraud group.• Implemented a change control process in Keylight system as an automated control for the management of Policy, Standard, and Procedure renewals and approvals.• Implemented a business and reporting change control process for Customer Implementation and Support (CIS).• Deployed a quality review process to monitor the health of CIS projects managed via a Salesforce pipeline.• Managed a team that developed reporting in Tableau for CIS projects and fraud reporting.• Managed a Technical Writing team that supported work for Policies, Standards, and Procedures, product technical documentation, customer communication, and more.• Participated on a SWAT technology team tasked to form a Data Governance program:o Created a Data Governance Charter and Councilo Developed a Data Glossary template, including implementation of a process and associated controlso Teamed with developers to design Data Stage jobso Defined Data Steward roles o Developed an intake process for project definitions and artifacts in the discovery phase of an SDLC

• Managed Fraud Business Control Analysts in developing Tableau reporting for the Zelle Network.• Mapped and developed process as input to the RCSA controls.• Performed control gap analysis, plus implemented, and documented new controls.• Created and implemented change control procedures for Fraud business process changes.• Created and implemented a fraud rule risk engine change control process.• Managed eighteen SIIs and completed all on time.• Successfully passed internal audits.

• Responsible developing and delivering EMV training for all call centers. • Manage 4 Quality Control Teams in Mumbai, Manila and two sites in the US,• Responsible for reporting all KRI’s and SLA for both Inbound and outbound call centers.• Manage the change controls process, reporting for procedures and systems • Manage all Audits internal and Compliance for the fraud operations group• Manage a group of business analysts reasonable for all developing an executing Action Plans• Manage a systems development group supporting SharePoint sites and utilizing APEX to create workflow system for Fraud analysts and Managers. • Legal obligation and compliance Mapping• Risk and controls development

• Developed testing and assessments of operations and risks that resulted in implementation new control process and increased overall quality.• Automated several key steady state control that allow the group to take on addition control functions.• Managed multiple concurrent Action Plan projects • Developed an automated scorecard to assist in the performance management process of the CHOC management team.• CHOC Controls liaison for Internal Audit, and RCSA testing and issue resolution.

• Developed customer intake process flow for non-profit events including registration, underwriting, and quality assurance.• Manage travel team for non-profit homeownership events servicing up to 600 customers per event.• Manage intake team for Homeowner Preservation Office production group, processing all mortgage documents required by government regulations.• Manage Homeowner Preservation Office call center, servicing customers and non-profit organization calls for home loan modifications.

Responsible for providing customer service for 150 customers in 46 states, for the entire US.Created a new Customer Care Center for the US Loomis Footprint - 60 team members.Successfully integrated an outsourced ATM dispatch center without service interruption -saving 1mm per year in outsource costs.Reduced call abandon rate by 20 %Reduced staffing needs by 50%Centralized all customer support positions which were previously reporting to various departments and areas.Worked in conjunction with our IT department to design and develop an Oracle customer issue tracking system.Responsible for ten National Operations Managers who support our top 15 National Accounts.Responsible for coordination of BCP support nationally.

Responsible for the internal customer service and support of the National Armored Transportation group. Managed thirteen Armored vendors with a P&L of 70 MM per year.Designed and managed the development of a web-based Vendor Scorecard system to measure and track vendor performance and issues. Reorganized the National Armored Transportation group and created a centralized resource center that provided one point of contact for all armored transportation issues. Managed a group of five analysts that support the Resource Center and vendor Scorecard system.Created a new RFP review process that was previously a manual process saving 20k per RFP in labor costs. Developed a variable billing process for conjunctive service rates.

Responsible for managing armored transportation vendors which provided cash and deposit pull service to 3200 ATM's and changes orders to 4000 branches. Responsibilities included ATM cash ordering, branch and ATM install/de-install projects.

Provided system support of all retail systems for the bank.

Responsible for marketing software and management consulting service to existing and new customers. Targeted markets; Utilities, Health care and Manufacturing. Responsible for preparing responses to RFP's.Closed large engagements in the area of Expert System, Information Engineering, Information system plans.Consistently above quota with sales of 2.5 million per year.