Spearheaded KYC operations and strategic initiatives that optimized customer onboarding, enhanced risk management processes, and ensured compliance with global regulatory standards. Leveraged Lean Six Sigma methodologies to improve operational efficiency, automate KYC workflows, and streamline internal processes. Spearheaded cross-functional collaboration to deliver measurable improvements in quality assurance, team performance, and customer experience.•Developed and implemented Standard Operating Procedures (SOPs) for Customer Due Diligence (CDD) and Enhanced Due Diligence (EDD), reducing onboarding time by 13% for high-risk customers.•Improved underperforming KYC operations through training and controls, raising quality assurance scores by 14% and maintaining 95%+ performance.•Strengthened organizational risk awareness by conducting KYC compliance training for regional operations and market managers, driving risk mitigation.•Structured a work request system and dashboard on Asana, centralizing internal team requests, and reducing ad-hoc communication. Achieved a streamlined process, handling over 112 monthly requests.•Led CDD and EDD procedural enhancements to ensure compliance with global regulators, including FATF, FINCEN, OFAC, FCA, MAS, APRA, EBA, and CSSF.•Established a specialized team (KYB) focused on business-operating hosts, improving SLA adherence by 11% for enhanced due diligence cases.•Drove strategic outreach to resolve payout restrictions for 10,000 customers, achieving a 10% increase in KYC verifications and releasing $338k in frozen funds.•Built strong cross-functional relationships with Transaction Monitoring, Investigations, and Sanctions teams, ensuring swift compliance adoption.•Partnered with product teams to optimize KYC tools via API configuration and support regulatory compliance initiatives.•Worked with Data Analytics and Partner Management teams for capacity planning and OPEX tracking, ensuring operational excellence.

Maintained full accountability for strategizing daily customer onboarding operations and spearheading impactful business initiatives directly aligned with department KPIs. Implemented Lean Six Sigma methods to drive continuous improvement and efficiency. Directed the automation of customer onboarding and the sunsetting of the Credit program. Monitored daily performance metrics of the Customer Onboarding team and ensured Service Level Agreements (SLAs) were met.• Reduced customer onboarding cost by 56% ─ Implemented Lean Six Sigma methods to identify and remove bottlenecks in the onboarding process. • Analyzed and outlined the customer onboarding process through Value Stream Mapping and successfully Identified the bottlenecks in the customer onboarding journey. • Implemented a centralized internal knowledge base using Atlassian, resulting in improved accessibility and accuracy of information for our team.• Improved customer onboarding time by 54% ─ Transitioned the customer due diligence process from various Google sheets and manual tasks to a centralized Customer Relationship Management (CRM) platform.• Automated the collection of customer information and documents – Spearheaded the design and launch of an optimized client onboarding experience. Including developing self-onboarding webpages in Indonesia, Singapore, and the Philippines and integrating customer information and documents into a secured CRM platform.• Successfully recovered 92% of the unsecured credit funds ─ Pioneered the planning and execution of a high-impact exit, credit fund recovery, and risk mitigation strategy for Indonesia and Singapore.• Achieved 100% SLA Adherence in Q3 and Q4: Monitored the performance of the servicing team using daily metrics and SLA analysis.

Post MBA trip to South East Asia.

Collaborated with various groups within Operations to plan and execute team projects aligned with the department OKRs. Worked cross-functionally with the Compliance, Engineering, Infosec, and Data Science teams to design, prioritize, and implement new product features, strategies and internal policies.Coordinated the day-to-day operation and closely monitored team performance metrics. Build reports in Salesforce, Heap, and Looker to analyze operational metrics, potential revenue lifts, various impacts, and team productivity. Directly managed Senior Credit Analysts, Associate Operations Managers, Product-Ops Specialists, Senior Fraud Analysts, and ID Theft Specialists.➢ Supported Office Opening and Scaling of the Team ─ Relocated to Columbus, OH. Authored and executed a Project Roadmap. Resulting in extended operation hours, 3 new teams within ops, and higher production capacity. ➢ Committed to Staff Professional Growth ─ Made a personal goal to develop direct reports and help them get into management. Developed and trained 7 Associate Operations Managers. ➢ Created and Launched Product Operations Team ─ To help engineering and product teams manage internal issues and feature development requests.➢ Increased Efficiency and Quality ─ Published a Job Aid for the customer service team and conducted onsite trainings. ➢ Exposed and Addressed Pain Points ─ Partnered with VP of Engineering to develop new tools by hosting work sessions for engineers to observe how Credit Analysts conducted their jobs. These sessions exposed pain points and areas of opportunites. ➢ Escalation Leader for System Outages ─ Effectively coordinated the resolution of P0/major issues over the years and ensured business continuity. ➢ Created a Part-Time Flex Program ─ To methodically counter the seasonality in lending. This program reduced the dependency on OT hours and employee burnout.

Comira is a full service testing company for licensure, certification, assessment and educational testing programs. With a dedicated team of professionals, over 500 testing centers, and technology to support even the most complex testing programs, Comira is one of the most trusted computer-based testing providers in the industry.➢ Provide system and technical assistance to our clients and proctors➢ Analyze and perform remote computer system audits ➢ Draft and review site tickets due to technological problems➢ Respond to incoming calls regarding technical and document authorization issues➢ Provide accurate and proper information in response to customer inquiries

Xtime increases customer retention by transforming the ownership experience for automotive manufacturers and dealership service departments, thus increasing customer satisfaction while boosting dealer revenue and profitability. Xtime is committed to delivering the experience consumers demand – one that emphasizes value, convenience and trust.➢ Coordinate and monitor project pages to ensure that all contract specifications and deadlines are met➢ Review incoming contracts and verify that all necessary pricings, signatures and clauses have been included➢ Process and audit high volume of new contracts, integration contracts and renewal contracts ➢ Assign projects to Deployment Managers, Software Engineers, & Field Service Consulting Managers ➢ Process and track software implementation and integration projects➢ Serve as liaison between Sales Representatives, Accounting Managers, Production Deployment Managers and Software Engineers.

Fresh Lifelines for Youth (FLY) is an award winning non-profit dedicated to breaking the cycle of violence, crime and incarceration of teens. Through FLY’s unique and powerful combination of programs-legal education, leadership training, and one-on-one mentoring-youth get off probation, engaged in school, and back on track with their lives.➢ Teach Juvenile Justice Law to youth who are on probation or at-risk of probation➢ Support Case Managers and Probation Officers in monitoring and assessing the needs of the youth➢ Help at-risk youth develop better communication skills, problem solving skills and anger management skills➢ Facilitate small group discussions and classroom activities➢ Devise classroom management strategies to maintain respect and promote student achievement