• Sourced and recruited contract, temp-to-hire, and direct-hire candidates for operations and administrative roles in the Chicago market. Provided on call support for client emergency contract staffing.

• Established the Seller Risk First Line of Defense testing program; set criteria and cadence for identifying policy breakdowns and executed test methodology to report control gaps.• Implemented action plans to resolve reported control gaps in tandem with Operations, Strategy, and Compliance teams.• Managed transition of Braintree Risk, Underwriting, and Compliance processes into PayPal infrastructure during the Braintree acquisition.

• Authored Braintree’s North American bankruptcy strategy SOP, Customer Identity Authentication SOPs, Disputes Management SOP, and over 150 pages of internal Confluence guides.• Stakeholder for Risk & Underwriting Departments on new product launches, ensuring that department risk appetite, card scheme requirements, and external banking partner objectives were addressed in product roadmaps.• Led policy and process development for global Risk, Underwriting, Compliance, and Disputes teams in response to emerging risks in market development, card scheme regulations, regulatory filing, and merchant insolvency.• Managed the design process and swag fulfillment for Braintree’s remote product conference in 2020.

• Resolved inbound requests for technical support and product education for merchants based in North America, Europe, Australia, and Singapore.• Created and facilitated Support team training for new product launches, API updates, and emerging technical issues.• On call rotation for emergency holiday, evening, and weekend global merchant support.

• Developed and taught daily group classes and one-on-one tutoring sessions on the functionality of Apple computer and mobile products.• Executed technical hardware and software repairs on mobile device issues at the Genius Bar.• Supported the HR Staffing Planner in managing retail scheduling for 200+ flagship store employees and assisted with internal event and new product launch event planning.