• Orchestrated the execution of a comprehensive 1.5-year strategic Customer Service roadmap, employing a structured SDLC approach to drive operational excellence and enhance customer satisfaction.• Implemented a robust vendor management system, optimizing business processes and fostering strategic partnerships to meet organizational objectives.• Led cross-functional teams in analyzing complex data sets, leveraging advanced analytics tools such as Power BI and Google Analytics to derive actionable insights and inform decision-making.• Spearheaded process improvement initiatives, utilizing Agile methodologies to streamline workflows and enhance efficiency across the organization.• Developed and delivered technical training sessions to internal stakeholders, fostering a culture of continuous learning and skill development within the IT service management team.• Acted as a key liaison between technical and non-technical stakeholders, facilitating clear communication and aligning project goals and objectives.• Ensured compliance with SLAs (Service Level Agreements) and monitored service desk performance to meet customer expectations.• Collaborated on developing self-help resources for end-users and supported the implementation of segment-specific solutions to improve user experience.• Directed risk and release management processes, ensuring the successful deployment of IT solutions while minimizing disruptions to operations.• Monitored market trends and innovative technologies to inform decision-making and drive continuous improvement initiatives.

• Collaborated cross-functionally to enhance e-commerce strategies.• Directed Amazon’s payment gateway, ensuring effective fraud prevention.• Implemented and supported 3rd-party e-commerce applications on web/mobile platforms.• Programmed with SAS V9.2 for statistical analysis.• Proficient in SAP Hybris and Retail Management Systems (SAP AFS, SAP PGR, DBM, POS BW).• Experienced in fraud prevention software (LexisNexis, Falcon, Eclips, Mainframe, Innovis).• Carried out manual reviews, investigated fraud instances, and reconciled accounts.• Provided technical support, user accounts, and responded to payment inquiries.• Advanced Excel skills generated regular and ad-hoc reports, and integrated data with BI tools.• Analyzed customer transactions for fraud patterns, compliance violations, and risk management considerations.• Collaborated with cross-functional teams for fraud strategy and investigations.• Strong working knowledge of emerging payment technologies and customer engagement strategies.• Strong strategic thinking and problem-solving skills, with a demonstrated ability to identify business opportunities from data insights.

• Designed and implemented a comprehensive data management system, ensuring the integrity and security of sensitive information while facilitating easy access and retrieval for authorized users.• Managed system upgrades and enhancements, collaborating with IT vendors and internal stakeholders to ensure seamless integration and minimal disruption to daily operations.• Conducted thorough system testing and quality assurance checks, identifying and resolving technical issues to maintain system reliability and performance.• Developed and delivered user training programs, empowering staff members to utilize system functionalities and maximize productivity effectively.• Implemented data-driven decision-making processes, leveraging advanced analytics techniques to identify trends and opportunities for process improvement.• Provided ongoing technical support and troubleshooting assistance to end-users, resolving issues promptly to minimize downtime and ensure continuity of operations.

Trainer and administrator for the Non profit organization