I lead a team of Account Executives whose role is to develop and maintain excellent working relationships with our clients, focusing on recovering revenue lost to fraud and chargebacks.We help our clientele keep their MIDs healthy through chargeback prevention, recovering revenue by disputing chargebacks, and providing analysis of data and consultation services to businesses so they can continuously improve and create efficiencies.

- Analyze business processes, and make recommendations for improvement based on industry trends and professional business knowledge.- Improve training and operational procedures within a business to increase efficiency and productivity.- Work directly with stakeholders to understand the individual needs of the business.- Create and present reports to stakeholders to support recommendations.- Oversee implementation projects from beginning to completion.- Use a variety of data analysis and organization tools to discover the most impactful insights.

At CB911 I develop and maintain excellent working relationships at all levels across my designated clients. I work closely with business owners and leaders on all activities and gain a holistic view of the overall contract we share.My aim is to continuously gain in-depth knowledge of our client’s business sectors and promote a culture of continuous improvement by hosting regular service reviews across the accounts and encouraging open and honest feedback on the excellent products we provide.

I managed the Debit Chargebacks team. I was responsible for leading 25 telephony Financial Crime Associates, using DTL tools and techniques to motivate, plan, track and monitor to ensure operational success and a reduction in fraud and customer losses. My responsibilities included but were not limited to;• 1:1 meetings to discuss performance, behaviours and wellbeing• Frequent coaching to spot developmental opportunities and improve performances• Identifying key areas for improvements & create efficiencies within the team and department• Build and maintain exceptional relationships with stakeholders to achieve objectives and deliver solutions• Introduce and implement process improvements• Resolving issues relating to process in a timely fashion and to the best outcome• Driving the reduction of fraud and customer loss to meet our business target

- Deputising for Team Manager in their absence while an agency member of staff, covering huddles and coaching sessions, providing handover documents when required.- Meeting key productivity and service quality metrics through analytical profiling and risk awareness, while displaying customer service excellence.- Creation and maintenance of a dashboard via excel that is still in use today and a central database for various tools staff use on a daily basis within the Financial Crime Associate role within Chargebacks.- Identifying talent within agents, nurturing talent and providing direction.- Working across the wider business area with colleagues to resolve customer dissatisfaction and escalation calls in a timely and empathetic manner.- Monitoring and reporting any trends or incidents in terms of risk via the relevant avenues to ensure swift action is taken and minimal impact.- Coach and develop staff to improve efficiency and customer service metrics such as NPS. This was done via use of formal support plans, and DTL tools.