Syeda L. Email & Phone Number

San Francisco, Ca, Us

Strategized and led numerous projects focused on streamlining agent workflows to decrease AHT by 50% and increased agent sNPS by 20 points Decreased member complaints by 29% by analyzing user data and creating a strategic roadmap with key projects focused on improving the agent and member experienceDirected cross-functional partners, such as analytics, legal compliance, machine learning, and product and member experience teams, on shared initiatives

San Francisco, Ca, Us

Worked collaboratively with cross-functional partners to build and uphold a culture of diversity, equity, and inclusion which included teams from analytics, legal, compliance, operations, machine learning, product, and member experience. Managed up to 100 onshore and offshore agents in maintaining a 95% quality assurance score including adherence to 24- hour service level agreements (SLAs) and average handle time (AHT) of less than 5 minutes Operated and implemented offshore business process outsourcing to BPOs to support the fraud operations line of business Developed comprehensive agent and fraud training and implement agent driven metricsOrganized and led regular meetings with BPO partners to troubleshoot and identify agent issues Directed cross-functional partners, such as analytics, legal compliance, machine learning, product and member experience teams on shared initiatives Built all processes and procedures for the fraud operations teams, including metric reporting on Looker dashboardsFounded and led 3 employee resource groups at Chime including managing a combined budget of approximately $30K and creating and employing programs Launched a new quality assurance program and worked with internal partners and BPOs to deliver best-in-class agent performance

San Francisco, Ca, Us

Exceptional organizational skills, ability to improve workflow, and reach immediate and long-term goals. Created and implemented fraud operations foundational processes. Guided and communicated effectively with diverse stakeholders across multiple teams within the company to ensure alignment Led the completion of multiple initiatives through scrum practices and effective project management Facilitated training and implemented processes for internal Fraud Operations teams, Banking Operations team, contractors, and overseas teams Developed, managed, and cascaded scalable quality assurance (QA) processes for overseas and internal fraud teams Cultivated relationships and managed communications with third-party financial partners as well as banking partners Served as the point of contact for executive escalations, and triaged questions from Fraud Operations team members, overseas Risk Support team, finance teams, member services teams, compliance teams, etc.

Chicago, Us

In the Lab Product Management is a product manager incubator program specifically for people of underrepresented races and genders in tech. The program emphasizes hands-on experience in building web app products using no-code tools and offers mentorship from industry experts. By participating in the program, trainees gain practical skills and receive actionable feedback to help them launch their product management careers.Conducted user research, critical to identifying user specific problems in the interior design spacePrioritized strategic roadmap for MVP launch and iterative improvementsUtilized no code tools to design an app and created a through go to market strategy based on user researchDesigned a thorough and concise presentation to showcase the product design process and end result to key stakeholders

Walnut Creek, Ca, Us

Introduced the first fraud program at AAA NCNU while developing and maintaining fraud investigation guidelines. Created offboarding processes that resulted in $1.6MM savings for members engaging in activities not aligned with the terms of service Examined large data sets to identify fraudulent usage patterns and worked to create an effective fraud profile Assisted in the collection and preparation of data for presenting memberships for termination, including improving the fraud identification processCommitted to the completion of multiple initiatives in scrum practices and responsible for maintaining high levels of confidentiality while performing investigations Monitored account activity to detect common characteristics that may lead to a trend of possible customer fraudEffective in the use of fraud filters and research tools to provide clients and business partners with high-quality services

San Francisco, Ca, Us

Communicated professionally and courteously with members via phone, email, and chat. Trained 50-member service representatives on SLAs, business processes, policies, and fraud prevention initiatives Established an extensive knowledge of luxury fashion brands, pricing, authentication, design, and inventory availability Managed cross-functionally with the product, engineering, fraud, operations, and consigner relations teams on special projects which involved improving member experience, technological advancement, fraud prevention, and streamlined operation efficiency Complied and tracked data on all members, including membership status, payments, facility updates, and other billing services Solved escalated member issues and provided superior customer service, while producing recommendations to management on service improvements Analyzed call center data and operational reporting metrics, and reported key performance indicators (KPIs) to ensure compliance with SLAs and objectives

New York, New York, Us

Assisted Facebook users in real-time request fulfillment while adhering to business policy and best practices. ● Executed 20+ user requests per day by supporting and recommending to customers multiple options that better met their needs ● Worked closely with the diverse business team to ensure 100% diversity and compliance with rules ● Gathered and synthesized user experience data to identify trends and insights into user needs, provided recommendations to engineering and product teams on product development templates, communication, and workflow ● Participated and collaborated to add value to weekly training meetings, including the improvement in platform and user experience by applying new practices ● Quantified metrics and analyzes performance using dashboards, including researching and collecting data on the user experience and, reporting to the cross-functional teams ● Recorded solutions in the database and other forms of documentation

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

Gained a thorough understanding of the Tory Burch target customer and brand image and stayed aware of and kept a working knowledge of current merchandise and collections.Organized back stock room, received shipments, handled store transfers, handled store charge sends.Responsible for making sure that the visual merchandiser was aware of new products and responsible for prepping products to be placed on the floor.Responsible for making sure that the technology equipment was operating correctly. Functioned as a liaison between sales associates and clients when the sales associates were not present. Performed cash, credit, debit card, and check transactions and returns using POS system.Performed administrative back of house duties, such as filing, answering phones, answering customer questions and following up on customer issues.

Philadelpia, Pa, Us

Maintaining visual displays Customer Service

Paris, Fr

Responsible for correctly pricing and organizing the accessories look book for the store.Responsible for picking up stock from other Louis Vuitton locations within the Union Square area.Responsible for replenishing the accessories stock and keeping the accessories back stock well organized.

Developed understanding of J. Crew target customer through personal interaction, asking questions, and gaining knowledge of J. Crew brand.Communicate with customers about color and style choices; make suggestions based on observation, customer desires, and current availability of stock in store and catalog.Maintain the store's visual merchandising displays to ensure ongoing presentation as per the stylist's vision for promoting current fashions.Performed cash, credit and debit card, and check transactions and returns using POS system.Intern CoordinatorFashion on the Square and Chic Week; Created "look books" for 10 designers who sent their materials to coordinator ahead of time.Assisted in coordinating the 30+ interns working on the shows; included contacting each to ensure they knew their tasks, their location, and were on time.

Organized 4 outfits for a Junior League Member participating in the show; assisted her in dressing and making quick changes to ensure that she was properly prepared for runway.Made sure that all clothing and accessories used were accounted for and returned to Macy's.Intern Dresser Macys Passport Fashion Show; Worked with a professional model, assisting her with dressing in 4 different ensembles, including lingerie, to ensure she made her correct entrances.Checked off each item on the correct bag and returned ensembles to the

Austin, Tx, Us

Served customers at the check-out stand; performed accurate transactions and bagged items.

New York, Ny, Us

Inclusive Product Management Accelerator, Product Management

Bachelor Of Science - Bs, Management Information Systems And Business Analytics

Associates, Fashion Design