● Managed and oversaw daily functions of Fraud and Payments operations● Mentored and led a team of 12 associates pushing them to reach their professional and personal goals● Attended leadership meetings weekly to provide upper-management with strategic updates, process improvements, issues etc.● Organized team scheduling and daily task assignments● Led education on fraud operations process implementations and issues● Created programs and presentations for cross-training of different departments● Interviewed candidates for department opportunities while analyzing whether or not they would be an organizational and cultural fit● Developed and examined dashboards to monitor associate performance over KPIs● Partnered with Human Resources when needed to mitigate difficult situations or shortcomings of associates, deliver PIPs

❖ Project: Fraud and Risk (New Hire) Training Program- Structured new training layout for incoming Fraud and Risk associates at FanDuel- Collaborated closely with FanDuel Training to create comprehensive program that is palatable for all incoming associates● Trained two Fraud Supervisors and 17 fraud support associates completely for their roles● Experienced in escalating situations for SAR reviews● Assist the Compliance team with regulator inquiries on submitted fraud forms● Identify potentially fraudulent trends working with Compliance based on the different state’s regulations in order to escalate and report● Complete 6-10 prevention fraud form reports per day sent directly to individual state regulators● Focus on high value patrons and solving their complex issues that arise within the fraud team● Mentor fraud support associates and serve as a conduit of information whenever they have questions or concerns● Continue to reach weekly Salesforce case completion goals

● Consistently reached weekly department goal of working on 375+ Salesforce cases● Trained 8 Fraud and Risk associates completely on their role● Among the top three in case production each week since May 2021● Conducted weekly fraud prevention reports● Monitored and responded to fraud inquiries raised by all departments through company Slack channels● Prioritized cases for high value and VIP patrons, ensuring stellar user experience

● CSAT Rating December 2020: 72%, CSAT Rating January 2021: 82%, CSAT Rating February 2021: 85%● CSAT Rating week of 2/27/21: 90.91% - (2nd highest in the entire CS department)● Helped share user insights and trends to all areas of the business including product, marketing, and operations● Monitored for critical site issues and escalate to the proper channels to ensure a speedy resolution● Used technical ability to master internal administrative systems, review accounts, troubleshoot bugs and resolve issues● Integral part of a collaborative team using email, chat and phone support to resolve issues and inquiries● Resolved user inquiries for patrons in a timely and effective manner

● Worked in a fast-paced environment with project managers, engineers, production managers and planners to achieve monthly productiongoals.● Managed relationships with dozens of clients and sales representatives daily to ensure a healthy and lasting relationship is established.● Adept in Epicor Applications and SAP systems alike.● Solely procured all materials for Columbia Tech Engineering (CTE) projects and prototype builds.● Place and tracked purchase orders daily to ensure stock arrives in-house while supporting on-time delivery of materials● Ensured the arrival of quality materials to Columbia Tech, easing the production and manufacturing of working units.● Procured material for numerous different projects, providing a unique knowledge of supply-chain and its processes.● Experienced quoting packages for customers and programs alike.

● Assisted the executive producer of the Dale and Holley show gather (and edit) audio and video for the daily radio shows.● Became an expert in NewsBOSS radio programming through daily project management.

● Collaborated in a team setting to resolve technological issues.● Acquired exemplary intercommunication skills while performing site inspections/visits● Set up wireless networks, sorted out data, located construction equipment while becoming an integral and reliable IT member.