Program Card Administrator, Travel & Expense Shared Services (4/13 - present)• Responsible for the Company’s 16,500 Amex travel cards, 1,000 P-Cards, and Pay-Card program.• Minimized 180-day card losses from 120K+ per year to zero losses over the last five years.• Data analysis performed on Corporate Card programs including: Accruals, Aging, Spend, Losses, High Risk, Questionable Spend, and Returned Checks.• Weekly monitoring and reporting of Card program metrics.• Created Excel reporting macros reducing monthly report processing time by 8 hours.• Increased transparency by developing and implanting a new risk mitigation process to better review, monitor, and send notifications relating to employees owing personal payments to the Travel Card. • Educate the businesses concerning the financial impact and risks of delinquent employee travel accounts. • Responsible for cardholder call escalations as well as all necessary email correspondence received in relation to the card programs. . Work with the RPA Bot team, to maximize Bot efficiencies for improving card processes that are Bot driven. Team Lead, Finance Customer Care Shared Services (9/11-4/13)• Responsible for the daily supervision of an 8-member team.• Oversaw day-to-day operations for the department including: scheduling, policy and process guidance, and escalations.• Team maintained a monthly average customer service satisfaction score of 98%.• Mentored teammates and helped to promote a “team – harmonized” environment.• Monitored all incoming inquiries, provided quality assurance checks, team communications and created innovative processes to enhance overall customer service satisfaction.

Responsible for the daily supervision of an 8-member team.•Oversaw day-to-day operations for the department including: scheduling, policy and process guidance, and escalations.•Team maintained a monthly average customer service satisfaction score of 98%.•Mentored teammates and helped to promote a “team – harmonized” environment.•Monitored all incoming inquiries, provided quality assurance checks, team communications and created innovative processes to enhance overall customer service satisfaction.

Assisted policyholders with any and all policy related questions or issues.•Educated insurance advisors on the diversified products we offered by assisting them with any issues they encountered while servicing their book of business.•Selected by the management team to join a Continuous Improvement Committee formed to review and improve company processes. •Developed new business ideas to advance future company goals and presented to senior management. •Improved the speed of learning by creating and implementing a new training manual. The redesigned manual incorporated progressive learning styles which promoted active memory retention and classroom participation.

Identified and resolved client issues related to their accounts by providing excellent customer service and communication skills while demonstrating a high degree of professionalism. •Processed mutual fund transactions, educated clients on investments and asset allocation and cross-sold Vanguard products and services. •Consistently maintained a call quality score above 98% ; scoring the highest among all associates from the company’s three combined sites. •Promoted to the position of Corporate Retirement Trainer for the purpose of teaching retirement classes•Redesigned and updated obsolete training manuals to reflect current retirement information and topics. •Developed creative classroom activities to enhance and energize the participants’ learning experiences which entailed creating several PowerPoint presentations, cross-word puzzles and learning games that aligned with the course objectives.

Co-owned and operated a Financial/Investment company.•Provided ongoing financial solutions addressing specific investments, insurance, debt-consolidation and mortgage financing.•Actively managed and serviced 400 comprehensive financial plans for existing clients.•Maintained high quality client services while overseeing the daily operations of the business.