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Work Background
Achieva Credit UnionCard & Digital Payments Dispute and Fraud Manager
May. 2024 - Jan. 2025Dunedin, Florida, United StatesLed a cross-functional team in managing cardholder disputes and fraud investigations, reducing average case resolution time by 35% through streamlined workflows and enhanced automation tools. Developed and implemented a fraud prevention strategy for digital payments, resulting in a 45% decrease in unauthorized transactions within 12 months. Conducted root-cause analysis on recurring dispute patterns, which led to revised merchant guidelines and a 25% reduction in chargeback rates. Collaborated with risk, compliance, and legal teams to ensure dispute handling adhered to Regulation E, UCC, and card network rules, maintaining a 100% audit compliance score. Implemented real-time fraud detection rules and machine learning models that improved early fraud detection rates by 40%, minimizing financial loss. Trained and mentored a team of 15 analysts and specialists, boosting case accuracy and customer satisfaction scores by 30% in post-resolution surveys. Partnered with IT to deploy a digital case management system, which improved workflow efficiency and increased team productivity by 20%. Conducted quarterly fraud trend reports and presented actionable insights to senior leadership, influencing data-driven decision-making across the enterprise. Negotiated with issuing banks and card networks to recover funds, successfully reclaiming over $2.3M in fraudulent losses within a year. Launched a customer education campaign on digital payment safety, resulting in a 15% decrease in user-generated fraud incidents over six months.
Capital OneUnit Manager
Jan. 2018 - May. 2024Work at HomeDirected daily operations for a high-performing unit, overseeing workflow distribution, resource planning, and performance management for a team of 15+ employees. Increased team productivity by 28% by implementing performance dashboards, KPI tracking, and structured coaching sessions. Developed and enforced operational procedures that improved compliance adherence by 35%, reducing risk exposure and audit findings. Initiated a quality assurance framework that led to a 22% improvement in case accuracy and customer resolution outcomes. Spearheaded cross-training initiatives that enhanced team flexibility, allowing 100% coverage during peak periods and staff absences. Reduced employee turnover by 40% over 12 months through engagement programs, clear career pathways, and individualized development plans. Collaborated with senior leadership to analyze unit performance trends, leading to data-driven decisions that saved the department over $250K annually. Led successful integration of a new digital platform, achieving full adoption within 60 days and reducing processing time by 30%. Resolved complex escalations and operational roadblocks, improving overall customer satisfaction scores by 18% year-over-year. Received recognition for excellence in leadership and performance, earning the company’s “Top Unit Award” two consecutive years.
Apria HealthcareCustomer Quality Supervisor
Jan. 2016 - Sep. 2017Tampa/St. Petersburg, Florida Area
Duke Energy CorporationConsumer Affairs Analyst
Nov. 2012 - Dec. 2015Clearwater, FL
Duke Energy CorporationCredit and Collections Supervisor
Dec. 2010 - Oct. 2012Clearwater, FLLead a team of Credit and Collections associates responsible for mitigating financial risk to company while balancing needs of the customer. Team duties include: bankruptcy, Estates, Guardianships, POA’s, subpoena requests, Increase/Decrease of Deposits, Surety bonds, letters of credit, managing 30-60-90 day arrears, mitigating charge-off, refunds and compliance to Consumer Privacy (FCRA and FACTA). Conduct interviewing, training, team meetings and coaching. Writing and delivering performance reviews annually. Responsible for unit’s annual budget. Resolve escalated customer calls and respond to Florida Public Service Commission Complaints. Liaison to Call Services and other stakeholders within the company.
FISFraud Chargeback Services Supervisor
Oct. 2009 - Dec. 2010Lead fraud-processing functions to ensure compliance with state and federal regulations while operating within MC and Visa guidelines Provide leadership and manage productivity, quality and expenses for the team Provide guidance to associates, serve as a role model and help in training and interpretation of methods and procedures Manage the quality and production of team member's daily work functions while minimizing financial liability to FIS and institutions Evaluate and provide feedback on individual and team performance in the area of productivity, accuracy, and timeliness Initiate reward/recognition or developmental action plans as necessary Provide project support for process or system enhancements and/or new products and services
FISChargeback Customer Service Supervisor
Mar. 2009 - Oct. 2009Lead Fraud & Dispute-phone functions to ensure compliance with state and federal regulations while operating within MC and Visa guidelines. Provide leadership and manage productivity, quality, and expenses for the team. Provide guidance to associates, serve as a role model and help in training and interpretation of methods and procedures. Manage the quality and production of team member's daily work functions while minimizing financial liability to FIS and institutions Evaluate and provide feedback on individual and team performance in the area of productivity, accuracy, timeliness, losses and rejects. Initiates reward/recognition or developmental action plans as necessary. Provide project support for process or system enhancements and/or new products and services Address escalated issues with financial institutions and cardholders as needed
Bic Graphic USACustomer Support Supervisor
Oct. 2001 - Sep. 2008Clearwater, FLLed a team of 35 Order Entry and CSA/Adjustment Representatives. Conducted interviewing, training, team meetings and coaching. Writing and delivering performance reviews annually. Managed workflow to ensure that orders and calls were being handled to meet KPI’s. Handled escalated calls from CSA/Adjustment Reps. Processed and approved weekly payroll. Supported sales force, including Regional Sales Managers. Served on merger/acquisition task force.
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