· Knowledgeable and decisive leader in escalation management. Relationship director for the Better Business Bureau, Attorney General, and other customer protection agencies. Worked with legal teams to draft responses for high level communications. Resolved any internal discrepancies in service and provided trainings in best practices for resolving critical issues.· Worked directly with law enforcement, both international and domestic, in conjunction with investigations into fraud, criminal activity, and ongoing investigations. Investigated and researched information requested by subpoenas and search warrants and provided detailed responses within compliance directives. Developed trainings and quality assurance standards for all legal inquires. · Seven years of working directly with the legal team regarding high level customer communications, compliance, and other legal correspondence. Assisted Legal team with correspondence outside of the customer service scope. Maintained detailed filing system of all legal documentation and responses. Attended high level meetings and was a respected and knowledgeable member of the leadership panel. Oversaw the development of parental controls and created best practices for communication directives regarding underage users in accordance with COPPA. · Initiated an intense overhaul of the internal call log for billing discrepancies from an excel spread sheet to a detailed CRM tool. Designed and worked closely with developers to ensure usability features were implemented to fit the team’s needs. Developed and maintained a strict schedule to ensure communications were handled within predetermined deadlines. With this overhaul, the billing team was able to efficiently track fraudulent patterns, repeat friendly fraud offenders, and escalate urgent issues.