With over 20 years of experience in the banking industry, I am a customer care operations manager at Green Dot Corporation, where I lead and drive contact center efforts on all major initiatives, such as product launches, contact reduction, marketing, and fraud prevention. I am passionate about enhancing customer satisfaction, first contact resolution, and process improvement, and I partner with the business process outsourcing (BPO) providers on relationship management, feedback, and gap analysis. I bring diverse perspectives and experiences to the team, as I have worked with various regulatory agencies and consumer advocacy groups in the past, and I have excellent research, communication, and escalation resolution skills.In my most current role, I was responsible for driving excellence in customer experience, primarily through customer satisfaction (CSAT) and first contact resolution (FCR) metrics. I participated in ramp up and ramp down activities, and I collaborate with the BPOs on process improvements, feedback, and process gaps. I also facilitated monthly business reviews (MBRs) with the business and partner with vendor risk on site metrics, misses, root causes, and remediation. Additionally, I supported the regulatory agency specialist team in communicating and resolving consumer complaints filed with the Federal Reserve and other entities.