I work as the BPO Contractor Manager, performing the following tasks:- Key DRI for overseeing the transition between two BPOs- Lead trainer for the BPO launch- Calibrate with teammates and contractor leadership on policy updates and impact to daily operations- Establish SOPs and refined tool operations for holistic account review and model validation- Create training itinerary for a new team of 20+ agents detailing first party and third party fraud typologies for use with ML model validation- Refine ongoing learning for enhanced knowledge retention across 2 BPOs- Consolidate workstreams into a unified CRM, improving agent productivity and account review experience- Utilize SQL for daily metrics reporting to provide insights on average case handle time, case resolution, and label accuracy- Supervise daily operational strategy and prioritization for 40+ contractors across 2 BPOs. - Oversee contractor leads and internal fraud agent trainers on QA and performance remediation- Ensure daily SLA requirements are met and communicated to internal team members- Manage relationships with third party vendors (Unit21), engineering teams, and Data Science Machine Learning to provide direct feedback on model performance and improve the efficiency of the CRM and agent tooling resources- Collaborate with Fraud Operations Support teams on cross functional feedback

- Investigate and resolve high profile escalations in a timely manner- Review suspicious account and transaction events using internal and external fraud tools, and take action in accordance with Chime’s risk policies- Evaluate team policies and procedures to ensure they stay current with evolving fraud trends- Help identify process improvements and contribute to key projects and initiatives linked to Dispute and Account Takeover risk mitigation- Collaborate with our Machine Learning and Data Science teams to train models focused on identifying various fraudulent behavior and activity

- Assisted clients undergoing account escalation with urgent payroll-related concerns and system troubleshooting- Diagnosed system discrepancies from multiple angles to determine best solutions and implement appropriate changes- Communicated client feedback to Product Team and suggested innovative solutions to help clients achieve goals and overcome roadblocks

- Set up system modules to client specifications – including, but not limited to, payroll, benefits, time away from work, timekeeping, and recruitment- Assisted Client Success Managers with white glove service for top-tier clients in all aspects of account management- Leveraged system knowledge to troubleshoot client issues and offer thorough and timely solutions- Provided client training and demonstrated system functionality to meet client business needs

- Analyzed Venmo accounts to identify potential fraud activity and mitigate loss. Recognized as top loss prevention specialist, saving $2M+- Assisted customer service reps in handling high-demand risk cases to better support the customer- Monitored cases and internal system reports to identify fraud trends and flag activity to supervisors- Mentored and supervised new hires- Interfaced directly with fraud perpetrators to determine criminal intent and permanently ban accounts as appropriate

- Provided superior customer support through email, live chat, and by phone- Solved customer’s issues by going above and beyond, and always communicated with empathy- Onboarded new hires with training and job shadowing- Maintained quick response time and low email reopen rate in assisting with customer issues

- Performed audits of menus submitted from QC Specialists; edited menus to ensure accuracy according to Grubhub style- Facilitated changes to online menu content under strict deadlines- Enforced style guides to ensure accuracy of content in the Grubhub system- Worked with international vendors to alleviate concerns and build trust- Assisted with the training and development of new trainees for Grubhub and Seamless

- Planned and coordinated theater games, crafts, and performances- Conducted classes for 3-12 year olds, 5 times a week with lead teacher- Collaborated with lead teacher on modifications and accommodations to use in the educational setting- Promoted from Education Intern to Assistant Teacher after 3 months of work due to passion for work, exceptional performance, and energetic teaching style

- Collected and organized all viable patient information to facilitate doctor evaluations - Managed patient records and x-rays to determine level of treatment needed- Demonstrated leadership skills by leading the development and coordination of after-hours promotional workshops- Coordinated accounts receivable payments for insurance claims and patient bills- Structured and managed patient appointment scheduling

- Drafted, distributed and managed all contracts with actors, designers and staff members for ongoing productions- Coordinated company meetings, fundraisers and events by renting venues, purchasing supplies and booking entertainment- Stage managed between 2-5 productions annually● Worked on communication skills by addressing company issues, interpersonal conflicts & concerns within the company

- Spearheaded the launch of Groupon Now! in over 25 markets and sustained the third-highest gross profit–producing pipeline of New York City and outlying areas for a total of 4,414 opportunities- Researched, qualified, launched & maintained opportunities according to company standards- Communicated vital information across teams including Sales, Account Management, and Editorial in order to verify opportunity details and structure while enhancing merchant success