Years of experience: 22

⚖️ LegalParalegalFinancial AnalystBanking OperationsCall CenterCall Center Supervisor

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Cynthia “Cindy”'s Career Path
Card & Digital Payments Dispute and Fraud ManagerMay. 2024 -
Jan. 2025
Achieva Credit UnionCard & Digital Payments Dispute and Fraud Manager
Dunedin, 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 p...
Unit ManagerJan. 2018 -
May. 2024
Capital OneUnit Manager
Work 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 exposu...
Customer Quality SupervisorJan. 2016 -
Sep. 2017
Apria HealthcareCustomer Quality Supervisor
Tampa/St. Petersburg, Florida Area

Cynthia “Cindy”'s Posts

  • How I can help you

    We tackle key challenges like optimizing call center metrics, ensuring quality assurance, and training staff in de-escalation techniques. Leverage our vast experience in operations management to boost customer satisfaction and enhance employee performance.

  • People I am looking for

    We seek collaborations with financial institutions, large-scale enterprises, and organizations managing extensive call centers. Our expertise is tailored to improve operational efficiency and customer relations.

  • Experience & Cases

    Achievements: - Enhanced NPS via de-escalation coaching - Cut fraud/dispute cases by 33% - Department leader in call efficiency Clients: - Capital One - Achieva Credit Union - FIS Global - Duke Energy - BIC Graphic

  • How to contact

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