I have expertise in call center operations, customer service, fraud, credit, collections, and chargebacks. My certifications include Project Management (PMP, Six Sigma, Agile) and accordingly have extensive experience in process improvement: Systems development, escalations, fraud investigation, and skip tracing. I have utilized KPI, such as fraud-to-revenue rate and others to continuously improve performance and organizational profitability.  Further, I enjoy the analytical nature of digging into the data to assess operational and transactional risks not only as they occur in real-time but also for forecasting purposes.

I currently consult remotely for multiple companies providing operational consulting for fraud, chargebacks, and customer service. I utilize all communication tools at my disposal to ensure continuous contact with my clients and associates at all levels, which includes Slack, Google Hangout, Zoom, Skype, Jira, and many others. My operational leadership in a remote capacity includes 4 years at Capital One managing remote associates, and most recently also includes delivering new hire training, continuous improvement, and operational results.

I am an expert in all MS Office software, including MOS certified in Excel. I have expertly utilized key research systems such as First Data Credit Header, Lexis Nexis, CRA (credit reporting agency) credit reports. My most recent related work involved a local credit union that needed consulting on Money Laundering and fraud processes, standardizing how transactions got reported via Verafin. The most difficult part of that assignment was devising reporting so that multiple transactions subject to AML could be pulled together cumulatively to be reported, as multiple systems did not talk to each other and it had to be done manually. There are corresponding compliance issues with OFAC and other regulations that make due diligence a necessity, and my ability to perform deep dives into data strengthened the resulting processes.