Professional Objective

To add value to an organization that drives for results through teamwork.

• Reaches across organizational lines to reconcile competing objectives, identify points of contention and resolve conflicts to accomplish business goals.
• Driving change, not only in direct span of control, but also in outside entities to improve overall organizational efficiency.
• Proven ability to manage multiple projects and processes simultaneously to a successful end-state.
• Successfully managing performance to meet departmental objectives while maximizing employee satisfaction.
• Communicating ideas clearly and with confidence
• Adept at evaluating and developing talent.

Confidential, Columbus, OH April 2001 to June 2012

Risk Operations Manager January 2012 to June 20012
Manage a team of QAs across multiple sites to ensure monthly and weekly goals are met and that accurate and professional feedback is being provided to our stakeholders. Identify gaps in current QA programs and applications, leading development requirements and make recommendations for enhancements. Partner with LOB managers to perform root cause analysis to determine reasons for performance issues. Facilitate certification and calibration meetings with business partners. Prepare informative Quality Assurance reports for daily performance improvement and monthly process analysis for review by senior management. Partner with Group Quality Manager and Team Managers for analytical needs assessments, capacity planning and special projects. Partner with all levels of the Retail Operations - Fraud Prevention organization and Business Partners in Risk Management, Retail, Compliance, Audit, and Technology.

Business Systems Analyst III May 2009 to January 2012
Manage all phases of User Acceptance Testing including test planning, execution, & issue resolution. Participate in all phases of a project including initial project planning, business requirements, process analysis, testing and implementation. Clearly communicate with business partners and technology leads to ensure timely and accurate project delivery. Coordinate and implement production enhancements for PEGA Wires including risk rules and analyst approval limits to minimize risk and maximize productivity. Support a variety of off hour activities including implementations & production issues.

Quality Analytics Team Manager March 2008 to May 2009
Provide daily, weekly & monthly quality results for Risk Operations including Fraud Prevention, Collections & Claims. Produce and distribute customer experience results including Executive Office and Customer Complaint Tracking results to Risk Operations teams. Managed & designed an on-line review database to consolidate quality reviews into one central repository. Produce monthly business letters for both quality and training teams. Work with business partners to determine reporting needs and provide enhanced reporting options. Integrate new quality procedures/processes into the QIC database. Provide ongoing operational support to the quality team.

New Account Payment Fraud Detection Supervisor April 2001 to March 2008
Manage the daily operations for New Account Screening and Payment Fraud Detection by effectively directing and allocating the technology and human resources. Forecast losses and report monthly production and loss mitigation results. Integrate new operating systems into the daily work-flow to improve productivity and increase employee satisfaction. Implement process improvements by evaluating workflows and designing procedural changes. Develop and implement effective performance management metrics including SLA compliance, quality review, loss analysis, and hourly statistics. Attract, retain, and develop talent, preparing analysts for career advancement and ensuring merger readiness. Provide timely and consistent feedback to address performance issues and optimize productivity. Maintain effective communication with partners in various operations to provide superior customer service and loss mitigation.

Confidential, Westerville, OH November 1997 to April 2001

Quality Analyst May 2000 to April 2001
Managed quality compliance for Dispute-by-Phone and Correspondence departments. Evaluated team performance and provided feedback to both managers and analysts. Completed quality reviews and provided one-on-one coaching periodically throughout the month to optimize results. Facilitated various training initiatives as needed including new hire and recurring training. Worked with management to ensure quality measures were applied consistently and resolved procedural discrepancies efficiently. Created, edited, and reviewed procedural updates to optimize productivity and accuracy.

Training Assistant-Correspondence November 1999 to May 2000
Managed the Integration Specialists and Peer Mentors. Facilitated new hire, recurring and miscellaneous training initiatives for Correspondence. Provide process design support by designing, editing, and analyzing training material, evaluations and procedure manuals. Assessed trainee performance and provided individualized and team coaching. Provided performance feedback to team managers to ensure successful transition to the floor.

Correspondence Analyst
Confidential, Columbus, OH September 1998 to November 1999
Managed new hire performance during the integration phase of training by providing coaching and reviewing performance expectations. Provided recurring training to team members as a peer mentor and Eagle's Nest member. Resolved customer inquiries through written correspondence by conducting thorough research to ensure accurate information is provided. .

Customer Service Representative
Confidential, Columbus, OHNovember 1997 to September 1998
Monitored designated employees to identify process efficiencies and improve analyst and team performance. Resolved escalated issues for the team manager by providing effective resolutions and superior customer service. Facilitated recurring training as part of the Eagle's Nest program. Utilized a variety of programs to track departmental performance and attendance and provided results to the team manager.

B.A. Rhetoric and Communication

Professional and Personal References Available Upon Request