Experience

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  Nike

  Apr 2008 - Feb 2011

  Operations manager

  Created schedules, Identified sales opportunities, Data mining, Identified Sales trends and created innovative processes for reporting and tracking issues and patterns.

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  Dimcad

  Jan 2010 - Jul 2012

  Cad manager

  -Lead online meetings with multiple businesses and consumers. -Produced reports and verified information accuracy. -Managed a team of 8 computer drafting analysts. -Created and developed blueprints for clients.

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  American express

  Oct 2011 - Jul 2016

  Helped develop, release, and maintain complaint program and reporting for the Global Commercial Payment department. Also, helped with the on boarding of internal clients, complaint capture training, and program maintenance. -Monitors Corporate and business partner customer servicing models through risk analysis and review-Supports and leads complaint management policy, procedures, training and reporting-Performs Quarterly Inquiry Review and Analytics and reports to senior leaders.-Monitors complaints and reporting for adherence to the Corporate complaint program-Ensures a sustainable, standard, complaint process for all complaint consumer intake channels Show less -Monitors Bank and business partner customer servicing models through risk analysis and review -Monitors complaints and reporting for adherence to the Bank's complaint program -Supports and leads complaint management policy, procedures, training and reporting -Supports regulatory examinations and internal audits -Performs Quarterly Inquiry Review and Analytics and reports to senior leaders.-Ensures a sustainable, standard, complaint process for all complaint consumer intake channels -Interacts closely with key affiliate partners -Stays abreast of Regulatory and legislative changes pertaining to banking and credit card practices that may impact American Express, and conform with and abide by all related regulations, policies, work procedures, and instruction -Effectively solves problems, handles multiple projects, competing and changing priorities under pressure, and still meet deadlines with decisive action. -Knowledge of computer software skills and abilities (i.e., Excel, PowerPoint, MicroStrategy, SharePoint, Access, Visio, etc.) Show less I work closely with Team Leaders, Managers, and Directors to assist with absenteeism, trouble shooting, forecasting potential issues, and creating innovative ideas to elevate our current business processes. - Utilize Excel, PowerPoint, and proprietary programs to examine key performance indicators, establishing, monitoring, and revising reports as required. - Review current standards and business reports, including data and presentations created daily. - Established Customer Relationship Management (CRM) best practices as part of company initiative to retain and deepen client relationships. - Manage daily absenteeism reports and meetings among Business, Operations, and other departments. - Assists with supervising multiple positions across organization to reduce same day absenteeism, absenteeism reporting, operations plans, workflow, troubleshooting, identifying and preventing potential issues, and scheduling. Show less

  • Senior Process Controls Analyst

    Jan 2016 - Jul 2016

  • Complaint Governance Analyst

    Jul 2014 - Jan 2016

  • World Service IPO Analyst

    Oct 2012 - Jun 2014

  • RCII Customer Care Professional

    Oct 2011 - Aug 2013
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  Evolve

  Jun 2016 - now

  Liaise with department heads to make decisions for operational activities and set strategic goalsPlan and monitor the day-to-day running of business to ensure smooth progressSupervise staff from different departments and provide constructive feedbackEvaluate regularly the efficiency of business procedures according to organizational objectives and apply improvementsOptimize business workflowsAnalyze data to look at trends and find problemsMonitor employee production and satisfactionCreate and maintain the standard for credentialing, building, and maintaining provider networks in multiple marketsJob oversight and customer satisfaction Show less

  • Vice President Operations

    Feb 2020 - now

  • Executive Director of Operations

    Jan 2018 - Feb 2020

  • Senior Director Of Operations

    Jun 2016 - Jan 2018