Sr. Quality Analyst for Fraud & Disputes November 2018- September 2021. Promoted to Fraud & Disputes QA Support Manager September 2021- Present Barclaycard US • Preform performance, regulatory and process testing activities within the Fraud and Disputes Department • Utilize the most effective and efficient means for handling calls and case work while providing world class customer service • Proactively identifies trends and other solutions • Develops and implements process improvements and helps manage the workflow process by utilizing cutting-edge technology to support the sale and marketing of our supplier brands • Leads controls by hosting monthly calibration sessions to ensure accuracy and alignment • Subject matter expert for vendor performance management • Work in conjunction with training to ensure quality participation with new programs, new hire classes, and/or on existing programs to implement updates/changes • Employee Training, Team development, and coaching with direct reports of 8 quality agents across the following lines of businesses: Fraud Investigations, Fraud Detections, Disputes by Phone, Dispute back office, and complaints • Step in for VP and take on tasks/host meetings when out of office • Exceed expectations with production by completing on time each month and assisting others with their tasks • Manage Customer Security Quality Mailbox with any incoming inquiries for fraud or disputes

*Flexibility to work more than one job function: First Touch, Transactional Fraud I-III, Chargeback Review Report, Credit Balance Queue, and 4BSA cases*Assist management by providing floor support and conducting peer to peer evaluations documenting associate strengths, weaknesses, and overall associate feedback*Perform recovery tasks in a timely manner to achieve maximum possible recovery by correctly processing MasterCard and Visa chargebacks receiving minimal edit rejects*Exceed daily and monthly performance standards pertaining to quality, productivity and recovery*Awards: Subject Matter Expert Certificates received for assisting in the following Fraud Training Classes: 5/31/2016, 06/20/2016 & 8/22/2016, 100% Quality Certificates received from Quality for January-February 2017, Received monthly certificates for obtaining a MPA of 4.0-4.5, received Service Champion Award Medal for Customer Service Week, and Shining Star Award for the Fraud Department 2016

Perry Ellis Fragrance Associate • Ensure each customer receives outstanding service• Greet and acknowledging each customer• Maintain solid product knowledge • Educate the customer on different fragrance options Perry Ellis offers• Store inventory count• Strictly monitor sales-per-hour quotas• Exceed monthly sales goal• Report bi-weekly sales to district management

Full time Fraud Claims Backline Lead.• Resolve expedited and or escalated customers claims• Answer incoming calls and establish fraud claims• Detect and report fraud trends• Update and code accounts to reflect actions taken as a result of the customers claim• Investigate and decision claims based on evidence provided or obtained from research• Ability to decision claims quickly• Employee Training• Team development and coaching (direct reports)• Exceed department goal of pieces per hour• Work and decision expedited issues• Flexibility to work more than one job function: Chargebacks, Suspicious Act Report, Private label and American express Investigation, Special Projects, P&L Accounts, Referral and Presidential Cases, and Clerical.

Assistant Store Manager• Provide a friendly environment for each customer• Greeting customers and maintaining product knowledge• Assist in processing and replenishing merchandise• Monitoring floor stock and shrink• Reviewing camera• Assist in cash wrap role and count down safe• Aid customers to fitting rooms• Assist in completing price changes within the store• Participate in year-end inventory cycle counts• Drive sales to meet and exceed our daily and monthly forecast goals• Aid customers in locating merchandise within the store and at other locations• Creating weekly schedules based on each months sale goal• Overall management of store and employees