Lead operational processes for Credit Card Non-Fraud Disputes, Account Maintenance, and Payment Investigations.• Ensure timely investigation and accurate processing within regulatory deadlines while ensuring an optimal customer experience.• Lead over 500 teammates: off-shore, on-shore; in multiple US locations and Canada• Advanced knowledge of Regulation Z, Regulation E, UDAAP and FCRA• Accountable for issue management end to end for self-identified, as well as issues opened by 2nd, 3rd Lines of Defense and External Regulatory actions.

Led Disputes, Stop Payment and Complaint teams responsible for processing disputed and unauthorized transactions for a variety of highly regulated processes. • Ensure exceptional, accurate, compliant and timeliness processing of disputes within regulatory timeframes and internal service level objectives. Processes include billing, unauthorized electronic fund transfers and Stop Payments, exceeding 60k transactions monthly.• Lead several processing teams, on-shore, and off-shore, in multiple locations: United States, Mexico, and India.• Advanced knowledge of Regulation E and Regulation Z, as well as various Consumer Protection Laws.• Highly engaged with key internal partners; Audit, Compliance, Risk, Legal, Agile team, Member Servicing and Enterprise Financial Crimes Management to ensure effective and compliant processing.• Partner in implementation, management and execution of initiatives and projects to improve the member experience, complaint, and cost reduction.• Accountable and responsible for completion of various milestones directed by CFPB Consent Order.

Senior Operations Leader, Vice President – April 2014 – April 2016Lead high performing support unit for large and complex operational units (Collections, Fraud, Claims, Disputes, AML/KYC, and Collections Litigation); within Consumer and Community Banking (CCB).• Selected to participate in creation of Enhanced Root Cause Program at the direction of a Matter Requiring Attention (MRA), regarding the customer complaint management process. • Lead team of Root Cause and Research Analysts that perform research and cause analysis for complaints via channels including CFPB, OCC, Executive Office, Customer Direct, Third Party Vendor, and Non-Escalated.• Support various CCB units; Collections, Fraud, Claims, Disputes, AML/KYC, and Collection Litigation Services, to review complaint trends and ensure that potential issues are addressed accurately and timely.• Advanced knowledge of banking operations (debit and credit card) and both Regulation E and Z disputes. • Participation and partnership with internal Audit and Controls Office to ensure timely closure of MRA. Senior Operations Leader, Customer Claims, Vice President – April 2011 – April 2014Responsible for Fraud, Claims, Disputes escalations / investigations and research (suspicious activity) teams in 3 locations, with over 200 investigators.• Led Escalations / Investigation Specialists and Client Service Analysts in Columbus, Ohio; San Antonio, Texas, and Manila Philippines.• Led several initiatives to reduce executive office complaints, realized an 18% complaint reduction in 2012. • Experienced in a variety of customer servicing center tools and systems; Customer Assist, Avaya, RTA, ESP, FileNet, Financial Services Desktop, NICE Perform, and STAR (Statement Archive and Retrieval).

Senior Operations Leader, Card Services, Vice President – June 2004 – April 2011Site Leader for large scale Inbound Customer Service Contact Center and effectively led 8 directs and over 800 indirect customer service professionals.  Improved employee retention by 10% between 2008 and 2009. Exceeded banker satisfaction; survey results averaged 94% satisfaction in 2010. Managed budget in excess of $35 million.J. P. MORGAN CHASE & CO., Columbus, OhioSenior Operations Manager, Securities Processing – September 2001 – June 2004 Managed budget exceeding $8 million and managed 8 direct reports and 200 indirect reports. Responsible for processing income and corporate action proceeds exceeding $5 billion monthly and the safekeeping of clients’ assets with a total market value exceeding $4 billion