*Transformed and elevated the company's research processes by crafting custom work plans, operational and communication templates, analysis frameworks, survey programming checklists and best practices*Successfully led and trained a remote team of coordinators, analysts and research assistants, fostering productivity and cohesion across geographically dispersed members *Mentored junior research associates and conducted regular 1:1 meetings, cultivating a culture of feedback, empathy and growth*Developed and updated comprehensive training procedures for multiple departments, ensuring consistent and efficient performance of all personnel*Assumed responsibility for quality assurance of all company research projects, ensuring successful project fielding and ongoing QC efforts to ensure data integrity and accuracy*Oversaw a global participant panel of over 1,000 members, leading efforts for participant recruitment, retention, and engagement*Managed the processing and quality assurance of both quantitative and qualitative data, employing meticulous attention to detail and adherence to established protocols *Effectively handled project correspondence, maintaining clear and timely communication with stakeholders, team members, and participants*Recommended third-party tools to fill recruitment needs, collected bids, and processed participant incentives on schedule and within scope*Overhauled survey and diary study programming procedures *Managed ethics applications and consent forms*Ensured successful ops for 200+ interviews and co-creation sessions, 50+ diary studies and 50+ quantitative surveys, which resulted in increased client satisfaction, retention and sales

*Led and directed a cross-functional team across multiple departments to successfully develop and implement a Hardship Modification program, providing vital financial relief to members impacted by the COVID-19 pandemic*Developed and implemented robust training programs and procedures for department staff and tellers, ensuring consistent knowledge transfer, skill development, and adherence to regulatory requirements.*Conducted rigorous performance appraisals and proactively monitored the performance and productivity of department staff, fostering a high-performance culture and identifying areas for improvement*Demonstrated proficiency in preparing and submitting accurate regulatory reports, including CALL reports and monthly delinquency reports, ensuring compliance with regulatory guidelines.*Repossessed and liquidated collateral, effectively mitigating financial losses and maximizing recovery*Expertly resolved escalated member and account issues, including complex credit disputes, employing strong problem-solving skills, effective negotiation strategies, and a member-centric approach*Managed delinquent accounts by implementing effective strategies such as arrangements and workouts, ensuring optimal recovery and minimizing financial losses

*Provided oversight for the Collateral Protection program, diligently handling claims, addressing inquiries, and resolving disputes, thereby safeguarding the organization's collateral assets*Proficiently processed claims related to Total Loss/GAP, life, disability, and unemployment, efficiently managing multiple claims concurrently*Took a proactive role in leading and assisting with staff trainings, both at the company-wide level and within the department, imparting valuable knowledge and fostering professional development among team members*Oversaw and managed the implementation of the Banzai program, a financial education initiative aimed at empowering and enlightening individuals within the community