Card Service • Oversee the Mastercard credit and debit card programs.• Project Manager for Credit Card processor conversion• Fraud investigation and reporting at origination and termination points and mass breaches; includes working with local, state, and federal law enforcement as needed. • Card issuance and cancelation• Customer facing member servicesTraining• Manage training of staff to ensure retention of difficult topics. • Create a training programs for new hires and existing employees to increase overall credit union and skill knowledge. • Teach different topics as needed in small and large settings. • Quarterly IT Security training; including website security blog quarterly update.• Work with other management on their employee skills to ensure they have the necessary tools for success. Special Projects• Website implementation, design, and management• Paperless migration of many documents including the implementation of electronic signature.• Online Branch• Collaborate with the Marketing Manager and team in marketing objectives and implementation on web, social media, and print campaigns.• Job functionality audits to review efficiency• Electronic titling/lien system• OnBase (document repository) system upgrades• Write and manage the procedure books/documentation for both Member Service and Card Service departments: includes internal processes for the departments, specific jobs, and desks as well as new and existing software usage.• New product investigation and analysis to help streamline business practices.• Assist in the hiring process for new employees and resume evaluations.

• Call center technical support for customers to resolve all technical needs regarding cellular devices, tablets, mini-computers, and wireless data cards. • Worked with manufacturers of wireless communications and data products to meet the needs and proactively maintain functionality for the customers.

Lead Technical Support Representative (Alltel - before and during merger to VZW) • Leadership position - supervisor in training • Responsible for the advancement of employee performance. Aided in and conducted one on one coaching sessions to encourage and enhance employee job performance in line with company performance metrics.• Teamed with the training department to assist in the knowledge progression of new employees through both on the job training and training sessions specific topics.• Managed various projects per request, such as Service Level Standards Analysis for better efficiency of call center metrics by utilizing the data during performance coaching sessions• Managed between 10-20 employees at a time Offline Support Representative (Alltel) • Worked adjunct to Alltel's Project Management team to manage all technical aspects of conversions (acquisition of another wireless company - specifically Western Wireless) • Liaison for vendors to ensure proper communication.• Executive complaints