Effectively created, reviewed, and updated process, within Fraud and Disputes Operations; mitigated gaps, oversight, and redundancy. • Spearheaded the successful transition of a critical process from a third-party platform service to an in-house system and tools, resulting in a substantial improvement in turnaround time and a significant reduction in operational costs.• Established a highly efficient process that consolidated six escalation procedures into a single-entry point, eliminating rework and oversight while streamlining operations.• Innovatively created a streamlined approach to enhance awareness of incoming escalations, facilitating their swift assignment to appropriate teams through a structured assessment review process.• Engineered a streamlined process within JIRA, leading to a 30% reduction in the turnaround timeframe for work requests and eliminating oversight.• Proactively identified and mitigated risks, providing regular updates to senior leadership for informed decision-making and ensuring the overall success of the project.

Engaged in the development, rollout, and maintenance of Agile within FDO; and provided project management support for various projects and teams • Collaborated in developing and implementing a comprehensive portfolio view, optimizing workload distribution among four VPs for efficient monitoring.• Utilized JIRA to construct a sophisticated work management system, ensuring clear insights into capacity constraints, tradeoff requirements, task progression, and seamless integration of new work into the workflow.• Played a pivotal role in the launch of a new automated system for incoming fraud cases, contributing through the creation of test case scenarios, live testing, and meticulous process documentation.• Designed and executed a comprehensive training rollout plan, successfully introducing a new case management system to agents. The plan considered staffing requirements, budget constraints, system updates, and minimized disruption to the existing case workload.

Successfully organized, led, controlled, and closed business critical projects with cross functional teams. • Successfully managed the transition project for 60 Neiman Marcus collections agents, ensuring a smooth integration into an updated dialer system.• Developed and meticulously maintained comprehensive project plans, communication strategies, and risk logs, ensuring transparency and accountability throughout the project lifecycle. • Played a pivotal role in managing the seamless transition of over 1,000 agent skill sets to a new platform, boosting efficiency and capacity for expected call volumes.

Provided Project Management and Agile support on horizontal strategic initiatives with cross functional teams. • Optimized and redefined the customer complaints process using advanced analytical tools such as OpinionLab, Teradata, and Tealeaf systems.• Led an Agile cross-functional team to develop a complaints process aligned with enterprise standards. • Produced insightful monthly analytics reports on Card Complaints, effectively communicating key insights to senior level stakeholders.• Demonstrated technical proficiency by creating and managing project-specific web pages on the corporate intranet using HTML and CSS code.

Responsible for providing project support on horizontal strategic initiatives with cross functional teams.

Determined the legitimacy of customer fraud reports and Capital One detected fraud activity. • Consistently surpassed department benchmarks for call quality, liquidation rates, and case cycle time, demonstrating a commitment to excellence in performance.• Recipient of the Recognizing Outstanding Associate Results Award for consistently ranking within the top 10% of the department, acknowledging exceptional dedication and achievement.

Responsible for using multiple software programs to resolve customers’ concerns while helping them to define their financial goals.• Investigated, adjusted, and properly handled all banking errors and fraudulent activity on customers’ accounts • Achieved and exceeded aggressive monthly sales and call quality goals.• Stayed abreast and within the guidelines of all federal and state banking regulations.

Responsible for providing exceptional customer service while addressing customer needs and marketing products to enhance the customers’ relationship with the company.• Provided service and policy information, billing assistance, and troubleshooting for minor repair issues. • Developed training materials and updated processes for new service areas. • Selected to de-escalate and resolve complicated customer issues as part of the escalations team.