Identify potential fraud where detection methods do not already exist, and develop processes and tools to mitigate new fraud.Conduct thorough case reviews to ensure safe and compliant trading practices.Utilize data analysis and mathematical skills to enhance the effectiveness of the fraud operations team.Identify and analyze fraud trends within the team, presenting insights and recommendations for improved outcomes and compliance.Conduct in-depth investigations into fraud cases and provide detailed findings to facilitate long-term fraud reduction efforts. Instrumental in maintaining a delicate balance between optimizing the experience for our Merchants and combating fraudulent activities effectively. Work closely with Strategy & Operations partners to fulfill project and analytic needs.

Third Party Delivery (3PD) support for Inside Account Managed midsize businesses Build rapport with Merchant partners as primary contact and support expert Resolve account health and net promoter score (NPS) triggers increasing customer satisfaction and retention by 45%33% Success rate on targeted impacts to increase Merchant sales via account optimization (photos, logos, SEO)Month over Month 100% quality KPI metrics for individual performance reducing handling time and increasing customer satisfactionLiaise with cross-functional teams to improve experiences and case handling for both inter-department teams and end users by 15%Mentor new account managers through a volunteer shadowing program, resulting in increased retention and productivity by 50%Collaborate as Secretary of department Culture Committee to increase engagement at team events by 25%Regularly receive positive feedback and recognition from peers, managers, and mentees for effective communication, leadership, and teaching abilities

Facilitate sales process for 2 dedicated product lines to generate $850k+ revenue quarterly Headed the design of process guides and resources to cross train and onboard 3 new team members Achieved 70% more efficiency in 4 months by global lifecycle services by troubleshooting data feed flowEarned recognition awards for accountability, excellence, and teamwork Organized quarterly stakeholder meetings to identify inefficiencies and create solutions to improve end-to-end customer sales experience

Investigated 25+ cases daily while maintaining service recovery compensation less than 30% overallSurpassed 25th percentile for case handling quality quarterly measured on quantity, compensation, and response qualitySpecialized in ConciergeKey®, Five Star and high-profile customers with time and/or media sensitive concernsAwarded customer service excellence recognition for going above and beyond

Decreased overall client wait time by 10% in 3 months surpassing 6+ in person benefit interviews dailyIncreased community outreach with client base by 30% over 5 months by having printed resources at check-inImproved SLAs of online application processing for entire office by 20% with process improvement suggestionsAwarded customer service excellence recognition for going above and beyond

40% of pre-booked services based on return clients30% success rate for upgrading to add-on servicesConsulted new membership enrollments and purchase of retail product20% conversion rate of new clients to memberships

Maintained utmost discretion Schedule home services and appointments on master calendarForecast and inventory control of office and household suppliesManage incoming and outgoing deliveries

Partner with organizations including Avnet, WageWorks, IRONMAN® races, and expos to provide free marketing chair massage events 10+ times per month while managing 8 professional therapistsInventory control of promotional and marketing materialsConduct employee evaluations and training (4+ monthly)Mentor and empower new therapists one-on-one to ensure success and longevity