- Implemented scalable processes and automation to drive operational efficiency.- Successfully integrated a near-shore BPO vendor, optimizing cost-efficiency.- Orchestrated cross-functional teams to enhance member experience strategies.- Championed data-driven research initiatives to elevate customer satisfaction.- Fostered a culture of accountability and continuous improvement.

- Established and led a direct-to-consumer virtual insurance agency, driving rapid growth.- Implemented data-driven experimentation to optimize sales operations.- Collaborated with leadership and business partners to onboard multiple insurance products.- Developed training modules and QA processes to ensure compliance and sales effectiveness.- Negotiated and managed partnerships with vendors and suppliers.

- Managed reporting, performance management tools, and governance.- Drove program management and implementation of new products and services.- Provided guidance on portfolio risk management and strategic planning.- Specialized in process mapping and optimization to drive cost savings.

- Real-time administration for multi-site customer service centers, optimizing operations and staffing.- Responsible for oversight of capacity planning, staffing models, scheduling, regression analysis, and delivering on all KPIs- Revitalized inbound call center sales program, increasing sales and reducing attrition.- Implemented communication enhancements to improve staff engagement.- Collaborated to develop and implement centralized customer service teams.

- Led the Fraud Department, overseeing all fraud prevention, detection, and investigation activities, resulting in a 35% reduction in fraud incidents.- Established robust chargeback management processes, reducing chargeback losses by 20% through effective dispute resolution and fraud prevention strategies.- Designed and executed training programs for staff on AML, ECOA, TIL, KYC, KYB, and fraud prevention protocols, enhancing team proficiency and awareness.- Conducted regular audits… Show more - Led the Fraud Department, overseeing all fraud prevention, detection, and investigation activities, resulting in a 35% reduction in fraud incidents.- Established robust chargeback management processes, reducing chargeback losses by 20% through effective dispute resolution and fraud prevention strategies.- Designed and executed training programs for staff on AML, ECOA, TIL, KYC, KYB, and fraud prevention protocols, enhancing team proficiency and awareness.- Conducted regular audits and risk assessments to identify vulnerabilities and implement corrective actions, maintaining high standards of operational security.- Coordinated with cross-functional teams to integrate fraud prevention measures into new product developments and operational processes. Show less

- Led specialty teams supporting inbound, outbound, direct mail, and internet fulfillment for sales and business banking, overseeing 200+ staff impacting 1.2M customers.- Accountable for strategic planning, customer service/sales, and relationship building.- Fostered efficiency, production, and CSAT improvements by leveraging analytics and relationship influence.- Facilitated a seamless transition of systems while minimizing customer impact – serving as Subject Matter Expert for the… Show more - Led specialty teams supporting inbound, outbound, direct mail, and internet fulfillment for sales and business banking, overseeing 200+ staff impacting 1.2M customers.- Accountable for strategic planning, customer service/sales, and relationship building.- Fostered efficiency, production, and CSAT improvements by leveraging analytics and relationship influence.- Facilitated a seamless transition of systems while minimizing customer impact – serving as Subject Matter Expert for the Contact Center in Santander’s merger and systems transformation.- Reduced customer attrition by 20%. Show less

- Led strategic planning, expense management, and customer experience improvements for multiple departments within a fast-paced call center environment of a multibillion-dollar bank.- Guided 200+ employees within 5 unique business lines and controlled an $8M budget.- Managed division oversight of policy/procedural compliance and technology.- Accountable for business unit vendor management and developing harmonious relationships with internal business partners.-… Show more - Led strategic planning, expense management, and customer experience improvements for multiple departments within a fast-paced call center environment of a multibillion-dollar bank.- Guided 200+ employees within 5 unique business lines and controlled an $8M budget.- Managed division oversight of policy/procedural compliance and technology.- Accountable for business unit vendor management and developing harmonious relationships with internal business partners.- Drastically grew sales and executed customer outreach initiatives through 1X campaigns and ongoing pilots.- Decreased employee attrition by 50%+.- Increased year-over-year sales by 350% –– from $900M to $3.2B.- Improved customer satisfaction by 9% and reduced attrition by 19%.- Built collaborative relationships with internal departments: Marketing, Business Banking, Research, Finance, and Internal Business Partners. Show less

- As Vice President / Branch Manager, helmed bank operations, spearheaded the opening of a new bank branch, and navigated sales, customer service, risk management, and branch staff supervision.- Achieved branch goals by an average of 170% while regulating compliance with bank policy and procedures.- Named Top Performing (#1) Branch Manager for the years 1997-1999.