Directed a highly skilled team under accelerated timelines while ensuring the utmost quality which included diverse roles, including a Business Implementation Analyst, Quality Assurance Analyst and a SAS Analyst, concentrating on the meticulous analysis and resolution of customer account discrepancies, thereby upholding service integrity and client satisfaction. Championed a comprehensive root cause analysis program and instituted preemptive strategies for problem tickets, which significantly improved remediation efforts and enhanced the overall customer experience.

Partnered strategically with an external legal firm to navigate and advance the processing of multimillion-dollar claims, ensuring meticulous attention to detail and adherence to financial regulations.Forged and nurtured relationships with a network of new and existing merchants to devise and manage a robust sales tax recovery process, which successfully reclaimed over $30M annually, reflecting a significant boost in revenue retention.Masterfully led and executed a spectrum of projects with retail partners, from small initiatives to large-scale endeavors, by meticulously gathering and refining business requirements to align with strategic goals.Proactively engaged with senior management to identify and capitalize on business opportunities, crafting and implementing a comprehensive sales tax recovery process following the HSBC acquisition by Capital One, enhancing fiscal efficiency and compliance.Diligently gathered and scrutinized business requirements for system upgrades, delivering critical data analytics and comprehensive reports to external agencies collaborating with the recovery department, thereby enhancing decision-making processes.Served as a key functional leader and essential stakeholder, driving the adoption and integration of strategic business initiatives, and ensuring seamless incorporation of new system functionalities into existing operations.Developed and disseminated detailed departmental scorecards that clearly outlined a range of performance metrics, providing transparent and actionable insights into external supplier efficacy.